Guest Experience Representative

*Remote Position, must have full availability including weekends*
*Must be located in Central or Eastern Time Zone*
SUMMARY: The Guest Experience Representative supports guests across phones, email, chat, social media, and other digital platforms as the voice of our brand and a direct reflection of our hospitality culture. This role goes beyond answering questions — it creates meaningful connections, delivers memorable experiences, and turns service moments into loyalty-building opportunities.
KEY RESPONSIBILITIES: Primary duties and responsibilities include but are not limited to the following.
Manage high volume guest communications, reservations, and inquiries across all channels to ensure seamless, high-quality service. Personalize interactions to create memorable experiences.
Handle online reservations, group events, adjustments, cancellations, and refunds accurately.
Identify opportunities to enhance the guest experience through recommendations and upgrades.
Coordinate with on-site operations teams to deliver a seamless and memorable guest experience.
Provide guests with support regarding retail transactions, promotions, seasonal programs, season passes, gift cards, rainchecks, leagues, etc.
Proactively and creatively resolve guest challenges, including technical issues and service recovery situations, to ensure a positive experience. Escalate issues when appropriate.
Become a product knowledge expert to provide accurate information regarding center details, property features, onsite promotions, and event sales processes across all brands.
Respond to billing inquiries and concerns.
Meet quality assurance expectations across all channels to deliver a memorable guest experience.
Identify recurring trends and provide feedback to leadership.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications below are representative of the knowledge, skills, and abilities required.
EDUCATION AND/OR EXPERIENCE:
High school diploma required; associate or bachelor’s degree preferred.
Minimum of one (1) year guest service experience in a call center, hospitality/restaurant or corporate setting; or equivalent combination of education and experience required.
Self-motivated with the ability to work independently, maintain a positive attitude, and collaborate effectively in a team environment.
Strong listening, written, and verbal communication skills; receptive to coaching and feedback; and motivated to meet or exceed goals while solving problems in a fast-paced environment.
Proficient computer skills, including the ability to navigate multiple systems and web applications simultaneously and use search tools to locate information.
Proficiency in Microsoft Office Suite, standard office software, CRM platforms, and booking systems; Zendesk experience is a plus.
WORK ENVIRONMENT/PHYSICAL DEMANDS: This position is fully remote. Must be available to work weekends and holidays.

Work arrangement
Yes