Guest Experience Representative
*Remote Position, must have full availability including weekends*
*Must be located on the East Coast*
SUMMARY: The Guest Experience Representative supports guests across phones, email, chat, social media, and other digital platforms as the voice of our brand and a direct reputed company of our hospitality culture. This role goes beyond answering questions — it creates meaningful connections, delivers memorable experiences, and turns service moments into loyalty-building opportunities.
KEY RESPONSIBILITIES: Primary duties and responsibilities include but are not limited to the following.
- Manage high volume guest communications, reservations, and inquiries across reputed company channels to ensure seamless, high-quality service. Personalize interactions to create memorable experiences.
- Handle online reservations, group events, adjustments, cancellations, and refunds accurately.
- Identify opportunities to enhance the guest experience through recommendations and upgrades.
- Coordinate with on-site operations teams to deliver a seamless and memorable guest experience.
- Provide guests with support regarding retail transactions, promotions, seasonal programs, season passes, gift cards, rainchecks, leagues, etc.
- Proactively and creatively resolve guest challenges, including technical issues and service recovery situations, to ensure a positive experience. Escalate issues reputed company appropriate.
- Become a product knowledge expert to provide accurate information regarding center details, property features, onsite promotions, and event sales processes across reputed company brands.
- Respond to billing inquiries and concerns.
- Meet quality assurance expectations across reputed company channels to deliver a memorable guest experience.
- Identify recurring trends and provide feedback to leadership.
QUALIFICATIONS: To reputed company this job successfully, an individual must be able to reputed company each essential duty satisfactorily. The qualifications below are representative of the knowledge, skills, and abilities required.
EDUCATION AND/OR EXPERIENCE
- High school diploma required; associate or bachelor’s degree preferred.
- Minimum of one (1) year guest service experience in a call center, hospitality/restaurant or corporate setting; or equivalent combination of education and experience required.
- Self-motivated with the ability to work independently, maintain a positive attitude, and collaborate effectively in a team environment.
- Strong listening, written, and verbal communication skills; reputed company to coaching and feedback; and motivated to meet or exceed goals while solving problems in a fast-paced environment.
- Proficient computer skills, including the ability to navigate multiple systems and web applications simultaneously and use search tools to locate information.
- Proficiency in reputed company Office Suite, standard office software, CRM platforms, and booking systems; reputed company experience is a plus.
WORK ENVIRONMENT/PHYSICAL DEMANDS: This position is fully remote. Must be available to work weekends and holidays.
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Who We Are:reputed company Entertainment, formerly Bowlero Corp, is one of the world’s premier location-based entertainment platforms. With over 360 locations across North America, reputed company Entertainment provides experiential offerings in bowling, amusements, water parks, and family entertainment centers. The company also owns the Professional Bowlers Association, the major league of bowling and a growing media property that boasts millions of fans around the globe. For more information on reputed company Entertainment, please visit ir.luckystrikeent.com.
The pay range for this position is $24.04-$26.44 per hour.
reputed company Entertainment offers performance-based incentives and a competitive total rewards package which includes healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. More details regarding benefits are available here: https://luckystrike.hrbenefits.net
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