Guest Relations Specialist (FT)

Job Summary

The Guest Relations Specialist plays a highly visible leadership role in delivering exceptional guest experiences across Rock City Gardens. This position serves as Manager-on-Duty (MOD) supports Hospitality Ambassadors the Ticket desk and provides hands-on operational and partner support throughout the property. Under the direction of the Rock City Guest Relations Manager this role champions Rock City Enterprises Culture of Excellence while serving as a key point of escalation for guests partners and daily operations.

Essential Duties & Responsibilities

Guest Experience & Culture of Excellence

• Deliver excellent guest service to internal and external customers in alignment with Rock City Enterprises mission culture and values.
• Model the Culture of Excellence through professional engaging and solution-oriented guest and partner interactions.
• Proactively engage with guests throughout Rock City Gardens to enhance their experience.
• Serve as the primary point of contact for guest requests feedback and concerns resolving issues with professionalism and care.

Manager-on-Duty & Operations Support

• Serve as Manager-on-Duty (MOD) and active member of the Emergency Response Team.
• Provide consistent physical presence across Rock City Gardens to support daily operations and address partner and guest needs.
• Lead daily operational oversight for gardens operations and special events including setup and teardown of sound lighting props and décor.
• Support safety policies procedures and emergency response protocols.
• Coordinate with contracted performers and vendors including on-site support and payment facilitation when required.
• Communicate operational updates guest issues and partner needs to managers across departments.

Partner Leadership & Training

• Assist with training Wayfinders and Hospitality Ambassadors.
• Monitor new partner progress to ensure training completion and high guest service standards.
• Serve as a resource and support partner for Rock City Gardens teams across departments.
• Lead by example in enforcing company policies and procedures.

Guest Relations Desk & Communication Support

• Provide coverage for Guest Relations Ambassador breaks including answering incoming calls in a friendly and professional manner.
• Provide accurate information and encourage potential guests to visit Rock City attractions.

Special Events Community & Media Support

• Assist the Guest Relations Manager with community partnership initiatives and contract performer relations.
• Support the planning and execution of special events in collaboration with the Senior Manager of Innovation.
• Serve as escort and/or coordinator for media visits in partnership with the Marketing Team.

Administrative & General Responsibilities

• Assist with administrative tasks including sign requests work orders and related operational needs.
• Adhere to all organizational processes and procedures consistently.
• Perform other duties as assigned by management.

Qualifications

Education & Experience

• High school diploma or GED required.
• Minimum of two (2) years of experience in hospitality guest service or event-based environments preferred.
• At least one (1) year of leadership experience preferred.

Knowledge & Skills

• Strong leadership and coordination skills with the ability to lead up to 20 partners.
• Excellent interpersonal and communication skills in one-on-one and small group settings.
• Strong guest service orientation with a calm professional demeanor.
• Proficiency in Microsoft Office (Word Excel Outlook).
• Ability to read understand and apply operational documents and procedures.
• Ability to perform basic math functions using U.S. currency.
• Ability to work effectively in a fast-paced dynamic environment.

Certifications & Licenses

• CPR and First Aid certification required or willingness to obtain upon placement.
• EMT or EMR certification preferred.
• Valid drivers license required.

Availability

• Flexible availability including nights weekends holidays and special events as needed.

Physical Demands & Work Environment

• Regular use of hands and fingers.
• Ability to lift and/or move up to 30 pounds.
• Frequent walking standing stooping kneeling or crouching.
• Comfortable using ladders and/or lifts.
• Ability to stand for extended periods while working outdoors in varying conditions.