Guest Experience Representative

Overview: **\*Remote Position, must have full availability including weekends\*** **\*Must be located on the East Coast\*** **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 i