Guest Service Representative

The Guest Service Representative is responsible for addressing and resolving customer complaints in a timely, professional, and empathetic manner. This role involves interacting with guests both in person and through electronic communication channels, including email, chat, and social media. The representative is expected to deliver positive customer experience by providing exceptional hospitality, ensuring prompt resolution of concerns, and upholding Showboat standards at all times.

Reports to:

Front Desk Manager/Director of Front Desk

Supervises:

NA

• Must be 18 years of age or older
• Strong verbal and written communication skills
• Excellent problem-solving and conflict-resolution abilities
• Ability to remain calm under pressure and handle difficult situations
• Customer-focused mindset
• Active listening and empathy
• Attention to detail
• Professionalism and patience
• Work flexible schedule including nights, weekends, and/or holidays as needed

• High school diploma or equivalent (Associate's or Bachelor's degree preferred)
• Previous experience in customer service, hospitality, or a related field
• Previous experience in customer service role, specifically hospitality or hotel setting
• Proficient computer skills including but not limited to Microsoft Word, Power Point, Excel and Outlook and other required systems.

• Respond promptly to customer complaints and concerns in person, via email, phone, or online platforms
• Listen actively and empathize with guests to fully understand issues and expectations
• Investigate complaints thoroughly and determine appropriate resolutions
• Provide clear, accurate, and courteous communication at all times
• De-escalate tense situations while maintaining professionalism and composure
• Document all customer interactions and resolutions in the system
• Follow up with customers to ensure satisfaction with the resolution
• Collaborate with other departments to address recurring issues and improve service quality

· Identify trends in complaints and provide feedback to management

Performs other related duties as assigned by the Font Desk Manager and /or Director of Front Desk.

Demonstrates Showboats core values in the performance of position responsibilities:

1) Friendly Focused – we are committed to creating a fun environment that embraces families and children of all ages.

2) Kindness Focused – we demonstrate kindness in everything we do, seeking to uplift and support all of those around us.

3) Team Spirit – we foster a respectful workplace where team members work together to exceed our guest's expectations.

4) Hearts that Serve – we are driven by a passion to bring joy and happiness to the guests that we serve.

5) Take Ownership – we take full responsibility for our actions and the resulting outcomes, embracing personal accountability.

• The ability to attend work predictably and regularly and to be punctual.
• The ability to work varying schedules including evenings, weekends, holidays, and extended hours as business operations dictates
• The ability to read and understand documents, drawings, and instructions (whether presented in written, oral, diagram or schedule form).
• The ability to work with mathematical concepts and to apply concepts to practical situations.
• The ability to work cooperatively with others.
• The ability to deal politely and professionally with customers and coworkers.
• The ability to perform several tasks at once.
• The ability to follow directions or instruction.
• The ability to use a computer to communicate, create, and access information.
• The ability to lift and move 25 pounds.
• The ability to sit/stand/bend/stretch, etc.
• The ability to use hands to finger, handle, or feel and reach with the hands and arms

Stand

Constantly

x

Frequently

Occasionally

Not Applicable

Walk

Constantly

x

Frequently

Occasionally

Not Applicable

Sit

Constantly

x

Frequently

Occasionally

Not Applicable

Handling/Fingering

Constantly

Frequently

x

Occasionally

Not Applicable

Reach Outward

Constantly

Frequently

x

Occasionally

Not Applicable

Reach Above Shoulder

Constantly

Frequently

x

Occasionally

Not Applicable

Climb

Constantly

Frequently

x

Occasionally

Not Applicable

Crawl

Constantly

Frequently

x

Occasionally

Not Applicable

Squat or kneel

Constantly

Frequently

x

Occasionally

Not Applicable

Bend

Constantly

Frequently

x

Occasionally

Not Applicable

10 lbs. or less

Constantly

Frequently

x

Occasionally

Not Applicable

11 to 20 lbs.

Constantly

Frequently

x

Occasionally

Not Applicable

21 to 50 lbs.

Constantly

Frequently

x

Occasionally

Not Applicable

51 to 100 lbs.

Constantly

Frequently

Occasionally

x

Not Applicable

Over 100 lbs.

Constantly

Frequently

Occasionally

x

Not Applicable

12 lbs. or less

Constantly

Frequently

x

Occasionally

Not Applicable

13 to 25 lbs.

Constantly

Frequently

x

Occasionally

Not Applicable

26 to 40 lbs.

Constantly

Frequently

x

Occasionally

Not Applicable

41 to 100 lbs.

Constantly

Frequently

Occasionally

x

Not Applicable

Extreme Cold (non-weather)

Constantly

x

Frequently

Occasionally

Not Applicable

Extreme Heat (non-weather)

Constantly

Frequently

x

Occasionally

Not Applicable

Loud Noise Level

Constantly

Frequently

x

Occasionally

Not Applicable

Ability to Read

x

Constantly

Frequently

Occasionally

Not Applicable

Ability to Speak English

x

Constantly

Frequently

Occasionally

Not Applicable

Ability to Understand Verbal Directions

x

Constantly

Frequently

Occasionally

Not Applicable

Ability to Report to Work Regularly

x

Constantly

Frequently

Occasionally

Not Applicable

Ability to Report to Work on Time

x

Constantly

Frequently

Occasionally

Not Applicable

Ability to Work Safely

x

Constantly

Frequently

Occasionally

Not Applicable