Raging Waters Sydney

Palace Entertainment is a leading leisure park operator in the United States and Australia overseeing more than 25 entertainment venues, hotels and educational venues across 11 different states.

Palace Entertainment owns and operates some of the largest and most prestigious venues including: National Historic Landmark, Kennywood Park, America's Oldest Amusement Park, Lake Compounce, the world's first ever Cartoon Network Hotel, Best Family Theme Park Dutch Wonderland and a variety of other family-friendly parks and campgrounds throughout the United States.

Palace Entertainment is a subsidiary of Parques Reunidos, one of the leading global operators, with more than 60 different assets (theme parks, zoos and marine parks, water parks and other attractions), spread out over various countries across Europe, North America, the Middle East and Australia.

Raging Waters Sydney is the place to make lifetime memories. Offering water slides, attractions and one of the biggest wave pools - Sydney's biggest water park has something for everyone.

We are currently looking for a:
Raging Waters Sydney - Guest Services Team Member

About the role:
Guest Services Team Members are responsible for delivering exceptional customer service and to perform duties to the highest possible standard within the Guest Experience team.

Roles & Responsibilities:
Provide customer service delivery within the Call Centre & Guest Services- Ensure phones are answered within 3 rings- Work effectively within a team environment to provide excellent guest service and to promote a positive working environment- Give correct and accurate details to guests both over the phone and in person- Assist guests to the best of your ability with park information- Remain professional both in person and over the phone- Record all incoming calls through the correct methods- Meet or exceed efficiency/sales targets - aiming for the highest yield possible and call/sales conversions- Complete all relevant paperwork to maintain correct record-keeping processes- Report any issues that may affect Guest Services operations immediately to Guest Experience Coordinator or the Sales & Marketing Director- Demonstrated discretion and an ability to maintain confidentiality- In Guest Services: Assist with lost children, attendance recording, general enquires from guests and the handling and storage of lost property- Meet or exceed call/service quality targets- Maintain strong knowledge of process and procedures for all tickets and experiences both online and in the park- Complete all administration tasks as required- Demonstrate knowledge of current ticketing options and distribute promotional flyers as required.- Ensure all offices and desk remains clean and clear of clutter- Strong park knowledge- Assist other areas within the Guest Experience department as well as the park when needed- To carry out all duties and responsibilities as assigned by the Guest Services Team Leader, Guest Experience Coordinator, Sales & Marketing Director or member of the Management Team

Workplace Health & Safety (WHS):
- Follow and comply with Work Health Safety policies, procedures and guidelines.- Correctly use all safety and personal protective equipment- Act as a role model by demonstrating safe work behaviours.- Report WHS incidents, injuries and safety activities to your direct Manager and First Aid at the time it occurs.- Promote proactive hazard/ near miss reporting. Report any hazards or near-miss incidents to your direct Manager and the People & Culture Director.- Attend Work Group Meetings to discuss and promote safety.

Languages: Fluent English

**Skills**:
- Customer service skills- Effective communication skills and competency in conflict resolution- Be able to handle multiple priorities simultaneously- Ability to interact in a professional and positive manner- Strong time management and organisational skills with attention to detail- Analytical problem-solving skills- Professional and friendly disposition with an ability to work under pressure, multi-task and meet deadlines

**Experience**:
- Knowledge of point of sale systems- Microsoft Office (Excel, Word, Outlook, Power point)- Utilising equipment such as a computer and two-way radio- Answering and managing incoming calls- Handling guests complaints

Any other relevant comments:
- Ability to work flexible working hours including but not limited to weekends, evenings and public holidays.- Adhere to the Company Code of Conduct policy.- Represent the Company well internally and externally; convey a professional and positive image of the organization and business affiliates.- Be able to work in all weather conditions including sun and rain, hot and cold climates, indoor and outdoor work.- To carry out all duties and responsibilities as assigned by your Direct Manager, General Manager or any member of the Management Team.- Adhere to the Employee Handbook content and requirements.

Team member benefits:
Pay Conditions:
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