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Position Summary

The Guest Services Lead reports to the Guest Services Supervisor and is responsible for assisting in all areas of the guest services department. This role involves overseeing staff, supervising and coordinating programs and personnel to ensure highest level of customer service and satisfaction. This position requires coordination with all departments of El Paso Water Parks and ensures proper and efficient operation, care and maintenance of the facilities.

Essential Duties & Responsibilities

• Welcome guests to our El Paso Waterparks in a warm friendly manner.
• Assists in overseeing daily operation of the guest services department.
• Assists in coordination of department schedules.
• Ability to problem solve and react quickly to guests needs.
• Complete daily tasks and checks lists regarding cash handling, opening, and closing procedures as needed.
• Ability to implement strategic sales initiatives as trained by Guest Service supervisor or Management.
• Ability to implement strategic sales initiatives training with Guest Service staff members.
• Ensures Guest Services employees rotation and breaks are done efficiently.
• Explain various ticket and season pass purchase options and stay up to date with ticket prices, park operation and policies.
• Initiates conversation with guests, maintaining proper eye contact and providing relevant information regarding attractions, park information, and special events.
• Ability to assist with and/or act as the host for daily operations for birthday parties, Cabana Rentals, or any Special Groups or events.
• Responsible for cash/credit card handling and end of day reconciliation of all admissions and retail sales and Food & Beverage.
• Ability to conduct audits within the department. Guest Service Lead El Paso Water Parks Revised 01/06/26
• Responsible for the care and upkeep of issued equipment.
• Participate in service training programs for safety, and customer service.
• Serve in a public information/relations capacity.
• Report irregularities, discrepancies, damage, and loss of property and safety concerns promptly to supervisor.
• Follow and enforce all sanitation procedures including safety guidelines and OSHA requirements .
• Stay current with all training policies and procedures.
• Enforce El Paso Water Parks & Legends Global safety standards.
• Complete all required company trainings and compliance courses as assigned.
• Adheres to company standards and maintains compliance with all policies and procedures.
• Welcome and ensure that guests receive outstanding customer service by providing a friendly, fun, safe environment.
• Maintains high standards, positive attitude, and professional appearance.
• Attend staff meetings and daily stand-ups. Develop and maintain a harmonious working relationship with all other departments.
• Work extended and/or irregular hours including nights, weekends and holidays as needed.
• Performs other related duties as assigned.

Qualifications & Skills

• Must be 16 years of age or older required.
• Ability to understand and follow verbal directives and written directions.
• Bilingual (English and Spanish) preferred.
• When required, must work outdoors in various weather conditions to ensure a wonderful experience for guests.
• Effective Communication and interpersonal skills
• Must be able to obtain or have a current Food Handler’s certificate.
• Must be able to work a flexible schedule, including nights, weekends, and holidays.
• Computer knowledge and typing skills

Minimum Education & Experience

• Working towards a High School Diploma or GED preferred
• 1-2 years in customer service and/or related field.

Computer Skills

• Operate a computer using Windows, Microsoft Office, and other standard office equipment preferred.
• Experience in operating a POS (Point of Sale) System preferred.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical requirements include the ability to communicate verbally, walk, climb, kneel, and move around facility, heavy lifting, and carrying, stooping crawling and equipment operation. Guest Service Lead El Paso Water Parks Revised 01/06/26

• Ability to work in prolonged stationery position and move about the facilities for prolonged periods of time.
• Ability to bend routinely and repetitively to lift 20lbs or less and occasionally bend to lift more than 20lbs.
• Comfortable working outdoors in various weather conditions.

NOTE: This description portrays in general terms the type and levels of work performed and are not intended to be all-inclusive or to represent specific duties of anyone incumbent. The knowledge, skills, and abilities may be acquired through combination of formal schooling, self-education, prior experience, or on-the-job training. The essential responsibilities of this position are described under the above headings. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Applicants that need reasonable accommodation to complete the application process may contact- 915-534-0656

Legends Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor