Sandcastle - Guest Experience Lead

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. 

We are currently looking for a:

Roles & Responsibilities:

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 Team Members 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!

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 Sandcastle’s core values
• Act as an approachable mentor and coach to all assigned team members
• 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 employees
• Ensure that all required meal and other breaks are being given in accordance with Pennsylvania law
• Assist with team 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 team members 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 team member 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 Pennsylvania Child Labor Laws
• Ability to work flexible schedule, including evenings, weekends, and holidays
• Must have reliable transportation to and from your scheduled shift
• Ability to comply with all uniform policies
• Must possess exceptional customer service skills, with an ability to resolve questions, problems, issues, and concerns in a positive and professional manner
• Ability to speak with guests directly while maintaining a high degree of professionalism
• Ability to handle high-pressure situations, meet the demands of constant deadlines and coordinate multiple priorities in a dynamic environment.
• Must possess strong written and verbal communication skills
• Must possess strong attention to detail and problem-solving abilities
• Ability to follow direction, multi-task, and work as part of a team as well as independently

Physical Requirements:

• Ability to stand, walk, and remain on feet for majority of the workday
• Ability to occasionally stoop, twist, kneel, bend, squat, or reach above shoulders
• Ability to remain sedentary for extended periods of time, while using a computer or POS equipment
• Ability to carry, push, pull, lift, and hold objects weighing 20 pounds or more

Working Conditions:

• This role will predominantly be based in both an office setting as well as frequent exposure to outdoor environments
• Frequent exposure to the variable outside temperatures, including high heat, cold, direct sun, humidity, dust, rain, snow, ice, and other weather conditions
• Subject to loud noise levels, flashing lights, and heavily populated environments
• Subject to frequent interruptions and requests that may require reprioritization of activities

Team member benefits:

Working at Sandcastle is about making people happy! It’s about being independent and having fun, making new friends and earning extra money while doing so. As a Sandcastle employee, you can be the smiling face that makes a great first impression for incoming guests, a cook that serves up tasty treats and culinary delights, a lifeguard who soaks up the sun while keeping guests safe, or a slide operator that keeps guests coming back for more thrills! There are many exciting seasonal job opportunities available to take your summer job to new heights!

Perks & Benefits:

• Flexible schedule
• Ability to cross-train and learn unique skills across various departments
• Free admission to Sandcastle and other parks on your days off
• Invitations to exclusive company-sponsored employee events throughout the season

We’ve got great jobs for people just starting out in the workforce, looking for a second job or staying active after retirement. If you want a fun, flexible job with an innovative company, look no further than Sandcastle. Apply today!