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21 Jan 2021

Seasonal Guest Service Agent (1 Position)

Safari Niagara – Posted by jobgym225 Fort Erie, Ontario, Canada

Job Description

SUMMARY

Front line staff report directly to Guest Service Supervisor and in turn, the Guest Experience Manager as well as work in partnership with the Business Development Coordinator.  He/She/They will be responsible for processing memberships, booking “Behind the Scenes,” facilitating the admittance of group events as well as overseeing wagon rentals.     He/She/They may be required to assist with Admissions as well as Hospitality.

 

QUALIFICATIONS

REQUIRED

  • Effective communication skills
  • Strong computer skills
  • Demonstrated ability to work well with others
  • Facebook knowledge and experience
  • MS Excel spreadsheet knowledge and experience
  • MS Word document knowledge and experience

ASSET

  • Previous POS / Guest Management System experience
  • Cash Handling experience
  • Customer Service experience
  • Certification in: WHMIS, Worker Health and Safety

PHYSICAL REQUIREMENTS

  • Must be able to withstand extreme heat / extreme cold pending season of employment
  • Must be able to lift 25 kg
  • Must be able to stand for long periods of time
  • Must be able to be withstand environmental considerations such as allergens and sun exposure 

SKILLS 

Guest Management Skills

  • Handle all incoming inquiries through phone, facebook, instagram and email
  • Resolve guest complaints by providing corrective action and/or elevate concerns if warranted
  • Register, process or cancel groups and forward financial and attendance reports to key personnel
  • Register event and program participants such as event vendors, car show participants and adventure day camp participants
  • Admit guests as per Will Call protocol
  • Manage lost and found as per protocol
  • Manage supply, preparation, sales, reports and funds of Wagons and Inflatables
  • Prepare signs and reports using MS Excel and MS Word
  • Print reports, signs, program materials and maps as per park, event or program needs
  • Sell additional services by recognizing opportunities to up-sell accounts, explaining new features 

Customer Service Skills 

  • Welcome guests with a smile and positive attitude to establish a positive first impression
  • Admit guests in a timely manner, answering their questions and providing information and updates
  • Provide exceptional customer service via in person, over the phone, through email and/or on facebook
  • Address concerns and refer guests to proper source(s) of information and/or key personnel for immediate resolution.
  • Interact with guests to engage them in activities and events, to ensure a positive holistic experience
  • Promote services, activities and attractions within the park to raise guest’s awareness and participation
  • Solicit customer feedback regarding their experience and respond appropriately in ‘real time.’
  • Monitor guests and provide assistance as needed and call for additional support if required

Interpersonal Skills:

  • Work collaboratively within a team environment with all levels of company organization.
  • Ensure effective communication and provide staff support, mutual respect, problem solving, and service excellence.
  • Work in partnership with other departments, ensuring holistic approach to customer satisfaction
  • Address customer comments / inquiries in a timely, positive manner and take corrective action.
  • Welcome suppliers, vendors and service providers and direct them to the proper personnel / channels.
  • Track and relay IT issues to the appropriate personnel to ensure effective system maintenance
  • Communicate effectively and respectfully to colleagues and customers alike to ensure understanding.
  • Promote Job Well Done program to engage guest’s and employee’s participation
  • Assist with the training of new employees and offering assistance, guidance and support 

Computer and Administrative Skills:

  • Set up computer desktop at the beginning of the shift for quick admission processing
  • Process day passes (tickets) and memberships for admission into the park
  • Search and gather information via internet from various sources to access and relay information
  • Use scheduling app (SLING) to access schedule, offer / request shifts and read announcements
  • Use text messaging and/or email for effective communication
  • Redeem, troubleshoot and track voucher issues and submit unresolve vouchers to Manager
  • Create and/or update documents and signs as needed using MS Word
  • Track information in excel for documenting, tracking and bookkeeping purposes (Guest Services Only)

Cash Handling Skills

  • Use and troubleshoot POS System (Aluvii) and debit machines to process payments and refunds
  • Process payments applying all applicable discounts using debit, credit and cash sales.
  • Double check floats and sign off on float sheet and prepare cash drawers at beginning of shift.
  • Refill debit and register printers with rolls as needed.
  • Prepare and drop off deposit floats, using the buddy system to ensure safety and accountability
  • Process refunds (with Supervisor / Manager) with completed refund sheet and submit with deposits
  • Count and disburse change to customers to ensure accurate float counts and cash balances
  • Submit a daily wristband count and drop off deposits at end of shift

Housekeeping Skills

  • Complete daily task list in collaboration with team and submit to Supervisor or Lead shift
  • Setup each station for the next day including wristbands kit, sales kit and supplies
    • Wipe down and sanitize work area including computers and accessories
  • Maintain cleanliness of the building and the park in general, calling on Operations for assistance
  • Assist Guest Services with bringing in, cleaning and sanitizing the wagons
  • Run errands to pick up or deliver items between locations within the park
  • Perform other duties as requested by leads, supervisors and/or managers deemed necessary

Health and Safety Skills

  • Ensure adherence to company policies and other directives expressed by Management Team and owners of Safari Niagara as outlined by our online Employee Portal
  • Follow proper radio protocol to ensure effective communication, especially during codes
  • Respond to codes, informing all parties concerned of actions required and updates
  • Ensure guests adhere to current COVID precautions as per provincial and municipal guideliness

SAFARI NIAGARA SERVICE PHILOSOPHY 

  • Exceed all expectations of the general public and on a regular basis all positions share responsibility with all staff in the overall upkeep and cleanliness of Safari Niagara property.
  • Staff report directly to their specific Department Manager or Supervisor but could be requested to perform a task by another Manager at any time.
  • Guest Service Excellence is expected from all positions in the Safari Niagara family. A great attitude, proper uniform, pleasant demeanour, professional representation, anticipating guest’s personal needs and offering assistance at all times.
  • Safari Niagara Expectations are that all team members arrive to work on time, ready to work and wearing a smile.

How to Apply

Please email your resume to: helliott@jhs-niagara.ca

Job Categories: Sales/Service. Job Types: Seasonal. Salaries: To be discussed.

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