Sandcastle - Guest Experience Agent

Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave-and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with 49 leading attractions and immersive experiences that reach audiences worldwide.While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our passionate hosts make this purpose possible through everyday acts of love and service-what we call Heartspitality®-the intersection of heart and hospitality.As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect. Sandcastle is the only waterpark in the Pittsburgh area and has been open for over 35 years. This world-class oasis along the banks of the Monongahela River offers scenic views and more fun than you can imagine.We are currently looking for a:Sandcastle - Guest Experience AgentRoles & Responsibilities:The Guest Experience Department is responsible for delivering amazing customer service and maintaining exceptional first impressions for both prospective and existing guests.Guest Experience Agents are responsible for handling transactions at main gate ticket booths, parking, as well as assisting with bag checking and answering guest inquiries.Roles & Responsibilities:Parking:Welcome guests to the park, while guiding them to an open parking spotAccurately complete all POS financial transactions for paid parking lotsEnsure the smooth process of parking cars courteously assist guests with questions and complaintsFollow the designated safety procedures when directing cars in the parking lotFollow patterns of parking cars in an efficient manner and adapt quicklyPrevent guests from carrying unauthorized items through to bag checkMaintain overall upkeep of the parking lots, including trash clean up and removalDirect emergency services such as fire and police in the event of an emergencyAssist with special parking details in emergency situations or for special eventsAssist other Guest Experience departments as neededAll other duties assigned by leadershipTicket & Pass Processing:Provide exceptional guest service by greeting guests and being knowledgeable on various ticket promotions both online and at the gateCommunicate with guests and answer questions regarding park passes, policies, and guest servicesAccurately sell parking passes, admission tickets, and season passesOperate all POS equipment accurately to finalize all purchasesConduct transactions while ensuring all PCI procedures are being followed - including credit and refund transactions, loss preventionProcess season passes and reissue cards as neededActivate annual and season passes through point of sales-based programs and equipmentValidate online tickets or coupons before allowing guest to enterAll other duties assigned by leadershipAdmissions:Measure height of all persons entering the park as they purchase tickets enforce any height restrictions that the park may haveScan all passes, tickets, and wristbands to ensure accurate attendance and valid guest entryIssues any additional materials, promotions, or souvenirs to each pass holder as they enterCheck guests' bags to ensure no prohibited items are brought into the parkMonitor all guests exiting and re-entering the parkMonitor all park communication including incoming calls and radio trafficMaintain a clean work Main Gate operation (wiping down counters, vacuuming, sweeping, picking up trash, etc.) to maintain a great first impression for incoming guestsReplenish Park maps while maintaining a clean work areaEnsure that park rental items do not leave the park (e.g. strollers, wheelchairs, and ECV.)Maintain compliance with company and industry best practices, policies, and procedures to create a safe environment for colleagues and guests.Assist in other departments as neededPerform any additional duties instructed by Guest Experience leadershipAll other duties assigned by leadershipGuest Relations:Delight all guests by providing exceptional customer service by promptly and professionally addressing their questions and concernsServe as primary point of contact for all general park questions, complaints, and inquiriesConnect with guests using a variety of communication methods, including email correspondence, phone calls, and in-person follow upsDirect and transfer department specific questions or requests to the appropriate managerRespond to guest needs appropriately and provides accommodations as necessaryActively listens to radio and relays relevant information clearly to all departmentsManage and secure all guest and employee "lost-&-found" items.All other duties assigned by leadershipEducation & Experience:No education requirements for this roleNo previous work experience neededLanguage: Ability to read, write, and speak fluent English Spanish or other bilingual language skills are a plus.Requirements:Must be at least 14 years of age to comply with Pennsylvania Child Labor LawsAbility to work flexible schedule, including evenings, weekends, and holidaysMust have reliable transportation to and from your scheduled shiftAbility to comply with all uniform policiesMust possess exceptional customer service skills, with an ability to resolve questions, problems, issues, and concerns in a positive and professional mannerAbility to speak with guests directly while maintaining a high degree of professionalismAbility to follow direction, multi-task, and work as part of a team as well as independentlyPhysical Requirements:Ability to stand, walk, and remain on feet for majority of the workdayAbility to occasionally stoop, twist, kneel, bend, squat, or reach above shouldersAbility to remain sedentary for periods of time, while using a computer or POS equipmentAbility to carry, push, pull, lift, and hold objects weighing 20 pounds or moreWorking Conditions:This role will predominantly be based in both an office setting as well as frequent exposure to outdoor environmentsFrequent exposure to the variable outside temperatures, including high heat, cold, direct sun, humidity, dust, rain, snow, ice, and other weather conditionsSubject to loud noise levels, flashing lights, and heavily populated environmentsSubject to frequent interruptions and requests that may require reprioritization of activitiesTeam member benefits:Working at Sandcastle is about making people happy! It's about being independent and having fun, making new friends and earning extra money while doing so. As a Sandcastle employee, you can be the smiling face that makes a great first impression for incoming guests, a cook that serves up tasty treats and culinary delights, a lifeguard who soaks up the sun while keeping guests safe, or a slide operator that keeps guests coming back for more thrills! There are many exciting seasonal job opportunities available to take your summer job to new heights!Perks & Benefits:Flexible scheduleAbility to cross-train and learn unique skills across various departmentsFree admission to Sandcastle and other parks on your days offInvitations to exclusive company-sponsored employee events throughout the seasonWe've got great jobs for people just starting out in the workforce, looking for a second job or staying active after retirement. If you want a fun, flexible job with an innovative company, look no further than Sandcastle. Apply today!Do not miss the chance to spark your career now!

Created: 2026-04-02