Guest Experience Lead

Location: Glen

## Story Land - Guest Experience Lead (Seasonal)
Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with 49 leading attractions and immersive experiences that reach audiences worldwide.

While each brand offers something unique, all are united by a shared purpose:
* Bringing Families Closer Together by Creating Memories Worth Repeating*. Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality—the intersection of heart and hospitality.

As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.

The Guest Experience Department is responsible for delivering amazing customer service and maintaining exceptional first impressions for both prospective and existing guests.
The Guest Experience Lead is tasked with training and supervising Admissions Hosts in guest service functions, park knowledge, park passes, and operating Point of Sale (POS) procedures    The ideal candidate will embrace being an ambassador for the park and the brand, by delivering ultimate guest satisfaction, expert knowledge, and a great first impression to incoming guests!
** We are currently looking for a:
** Story Land - Guest Experience Lead (Seasonal)
** Roles & Responsibilities:
**** Roles & Responsibilities:
**** Supervisory Duties:
*** Assist with the daily supervision of the Guest Experience team and any other assigned departments
* Lead by example, attitude, and as a representation of Story Land’s core values
* Act as an approachable mentor and coach to all assigned hosts
* Ensure compliance with company and industry best practices, policies, and procedures to create a safe and productive environment for colleagues and guests.
* Become knowledgeable of performing the essential duties of all guest experience positions and backfill these positions when needed
* Participate in new-hire orientation and training activities for all assigned hosts
* Ensure that all required meal and other breaks are being given in accordance with New Hampshire law
* Assist with host scheduling and timekeeping activities
** Departmental Duties:
*** Delight the guests with exceptional customer service and a guest-centric approach
* Oversee guest arrival process including parking fee transactions, in-park ticket sales, season pass processing and turnstiles
* Be knowledgeable of and perform all functions of Guest Experience, including Admissions, Parking, Pass Processing, and Guest Services.
* Accurately complete financial transactions utilizing POS equipment
* Interact with guests on a face-to-face basis, asking for feedback, and promptly answering questions and addressing concerns.
* Assist other hosts in keeping the Front Gate and associated areas neat, clean, and organized.
* Perform administrative duties including assisting with entering daily revenue, typing, preparing reports, and ordering supplies in coordination with revenue and park leadership
* Ensure that all team members are enforcing park entrance and exit policies
* Immediately report security, safety, or maintenance concerns to the proper channels
* Promptly notify the security team or the operator of host and guest injuries or emergencies
* Ensure that all Front Gate protocols are executed during emergencies or inclement weather situations
* All other duties assigned by leadership
*
* Education & Experience:

*** No education requirements for this role
* 1+ years of related work experience in customer service, retail, or guest service is preferred but not required
* Previous amusement park, theme park, or waterpark experience highly desired but not required
** Language:
** Ability to read, write, and speak fluent English;
Spanish or other bilingual language
** Requirements:
*** Must be at least 16 years of age to comply with New Hampshire Child Labor Laws
* Ability to work flexible schedule, including…