Guest Correspond. Supervisor

Join us at Sesame Place and help bring joy, excitement, and lasting memories to people from around the world. We're seeking enthusiastic, dedicated, and hard-working individuals to become our Ambassadors. Come and play an important part on our incredible team today!

Guest Correspondence Full Time Supervisor

As the Full Time Guest Correspondence Supervisor, you will oversee guest digital correspondence, Guest Arrival leadership team, and frontline guest service teams. This role ensures exceptional guest experiences both in-park and online by providing leadership, resolving escalated concerns, managing communication channels, and supporting operational and marketing initiatives.

Primary Responsibilities

• Correspond with guests via email, phone, written communication, online platforms, and face-to-face interactions
• Coordinate, schedule, coach, and motivate operations team in a fast-paced environment
• Enforce a positive and professional team culture focused on exceptional guest service
• Ensure team members comply with company grooming guidelines and employment standards
• Train, mentor, and support team members in all areas of guest relations
• Assist senior leadership with special projects and departmental initiative
• Oversee guest service functions including ticketing, season passes, reservations, park products, RAP and Special Access enrollment
• Resolve escalated guest concerns professionally and efficiently
• Troubleshoot guest account issues, reservations, purchases, mobile app concerns, website issues, and LED board discrepancies
• Monitor guest trends and provide analytical reporting to leadership
• Accurately process monetary transactions and ensure register accountability

Digital Engagement

• Manage and respond to guest feedback in guest comments inbox
• Coordinate responses with park leadership and corporate marketing teams as necessary
• Develop and implement proactive strategies to encourage positive guest reviews
• Maintain daily logs, records of guest correspondence, and required paperwork
• Monitor weather conditions and communicate updates to departments while maintaining accurate logs
• Maintain organization and cleanliness of work areas
• Ensure compliance with safety standards, PPE requirements, and safe work practices
• Perform additional duties as assigned

Requirements and Competencies:

• Minimum 18 years of age
• High School Diploma or GED required
• Minimum 6 months of park experience (internal preferred)
• Strong leadership, coaching, and team development skills
• Excellent verbal and written communication skills with the ability to adapt communication style
• Strong guest relations and conflict resolution abilities
• Proficiency in Microsoft Office and familiarity with Windows operating systems
• Valid driver's license (preferred)
• Ability to work up to 40 hours per week with flexible scheduling, including weekends, evenings, holidays, and special events
• Ability to work indoors and outdoors in varying weather conditions, including extreme heat
• Enthusiastic and confident leader
• Positive, solution-oriented mindset
• Passion for delivering exceptional guest experiences
• Commitment to safety, compliance, and company standards

The perks of the position:

• Paid Time Off
• Complimentary Park Tickets and Passes
• Park Discounts on Food and Merchandise
• Medical, Dental, and Vision Insurance
• 401K Retirement plan
• Voluntary Insurance
• Life Insurance
• Disability Benefits
• Tuition Reimbursement
• Dependent and Health Care Flexible Spending Accounts
• Employee Assistance Program
• Legal Assistance Plan

EEO Employer:

SEAWORLD PARKS & ENTERTAINMENT IS AN EQUAL OPPORTUNITY EMPLOYER. ALL APPLICANTS WILL BE CONSIDERED WITHOUT REGARD TO AGE, RACE, COLOR, RELIGION, GENDER, NATIONAL ORIGIN, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, DISABILITY OR COVERED VETERAN STATUS.