Guest Service Team Member

The Guest Service Team Member is a front-line, guest-facing position responsible for delivering an exceptional experience for every visitor to Shepherd of the Hills. Team Members sell tickets for the Adventure Park and dinner shows, assist guests in person and over the phone, manage gift shop operations, and serve as a knowledgeable resource for all property offerings. This role requires outstanding communication skills, a warm and professional demeanor, and the ability to handle a high volume of guest interactions with accuracy and efficiency.

The following duties are considered essential to this position. Reasonable accommodations may be made for qualified individuals with disabilities to perform these functions.

Ticket Sales — In Person & Phone

• Sell tickets for Adventure Park attractions and dinner shows accurately and efficiently using the ticketing system.
• Process in-person transactions at the ticketing counter, including cash, credit, and other accepted forms of payment.
• Answer incoming phone calls professionally; assist callers with ticket purchases, reservations, pricing, and show information.
• Maintain an accurate cash drawer; follow all cash handling procedures and report discrepancies to a supervisor.
• Issue receipts, confirmations, and tickets promptly; verify orders for accuracy before completing each transaction.
• Promote available packages, upgrades, and special offers to enhance the guest experience.

Guest Service & Information

• Greet all guests warmly upon arrival and provide prompt, courteous, and knowledgeable assistance.
• Respond to guest questions regarding attractions, showtimes, pricing, policies, accessibility, and property amenities.
• Provide accurate information about all Shepherd of the Hills venues, including the Adventure Park, dinner theatre, outdoor drama, farm and events, and retail and dining options.
• Assist guests with directions, accommodations, and general property navigation.
• Maintain a professional and calm demeanor when assisting guests with complaints, concerns, or special requests; escalate to a supervisor when appropriate.

Guest Issue Resolution

• Listen attentively to guest concerns and work toward a prompt, positive resolution within established guidelines.
• Process ticket exchanges, refunds, or adjustments as authorized by a supervisor.
• Document guest feedback and report recurring issues or trends to the Retail and Ticketing Manager.
• Coordinate with other departments as needed to resolve guest concerns efficiently.

Gift Shop Operations

• Assist guests with merchandise selection and provide knowledgeable, enthusiastic product recommendations.
• Process gift shop sales transactions accurately using the point-of-sale system, including cash, credit, and other accepted forms of payment.
• Maintain visually appealing and fully stocked merchandise displays throughout the shift.
• Receive, tag, and organize incoming merchandise according to established procedures.
• Monitor inventory levels and communicate restock needs to a supervisor.
• Rotate and replenish product per established standards; ensure all items are properly priced and labeled.
• Perform opening, mid-shift, and closing gift shop duties as assigned.

Operations & Administration

• Open and close the ticketing area and gift shop according to established procedures.
• Maintain a clean, organized, and professional ticketing counter, guest service area, and gift shop at all times.
• Monitor ticket and merchandise inventory and supplies; communicate needs to a supervisor.
• Accurately complete daily transaction reports and other documentation as required.
• Attend pre-shift briefings, team meetings, and required training sessions.
• Perform other duties as assigned in support of Guest Services operations.

Required

• Must be at least 16 years of age (some positions may require 18 ).
• Strong verbal communication skills, both in person and over the phone.
• Ability to work a flexible schedule including evenings, weekends, and holidays.
• Basic math skills and accuracy in cash handling.
• Ability to multitask and remain composed in a fast-paced, high-volume guest environment.
• Friendly, professional, and guest-focused attitude.
• Must successfully pass a criminal background check in accordance with company policy.

Preferred

• Prior experience in ticketing, guest services, hospitality, retail, or a customer-facing role.
• Experience operating a point-of-sale or ticketing system.
• Experience handling multi-line phone systems.
• Experience with retail merchandising, stocking, or inventory management.
• Familiarity with Shepherd of the Hills attractions and venues.
• Bilingual skills a plus.

Salary : $15