Guest Experience Associate

Location: Rocky River, Ohio

Report To: General Manager

Position Overview

The Guest Experience Associate is the primary point of contact for guests, responsible for creating exceptional experiences and ensuring smooth facility operations.

Key Responsibilities

• Guest Experience (60%):
• Welcome and assist guests, providing information and resolving inquiries.
• Manage guest feedback and concerns with a positive and caring approach.
• Address and resolve issues promptly, collaborating with team members.
• Contribute to a positive and efficient guest flow.
• Assist with concessions as needed.
• Operations (30%):
• Maintain facility cleanliness and stock.
• Support scheduling, check-ins, sign-ups, and events.
• Manage front desk operations.
• Administration (5%):
• Process waivers, payments, and reports.
• Training & Growth (5%):
• Learn TOCA processes and engage in developmental opportunities.

TOCA Culture

• Uphold service commitment standards by being professional, welcoming, aware, outgoing, and proud.
• Collaborate with leadership to foster a unified culture and high engagement.

Requirements & Tech Stack

• Ability to work evenings and weekends.
• Minimum of 4 days of availability.
• Familiarity with Google Suite and scheduling tools. (On-site training provided)
• Physical ability to lift 30+ lbs and move with energy.

Qualifications

• Strong interpersonal and communication skills.
• Ability to remain calm and effective under pressure.
• Enthusiasm for working with people and creating positive experiences.