Guest Relations Ambassador

Description

Job Summary

The Guest Relations Ambassador serves as a key point of connection between Rock City Enterprises and its guests, partners, and community. This role delivers exceptional guest service through professional phone, in-person, and administrative support, ensuring every interaction reflects Rock City Enterprises’ mission, culture, and commitment to excellence.

The Guest Relations Ambassador manages front desk operations for the Guest Relations office, provides administrative and clerical support across Guest Experience Support teams, and assists guests with information, inquiries, and requests. Under the direction of the Rock City Guest Relations & Admissions Manager, this role supports a welcoming, organized, and guest-focused environment.

This role supports Rock City Enterprises’ mission:

“To enrich lives through Wonder and Connection.”

Essential Duties & Responsibilities

Guest Experience & Culture of Excellence

• Deliver excellent guest service to internal and external customers in alignment with Rock City Enterprises’ mission, culture, and values.
• Model the Culture of Excellence through professional, friendly, and engaging guest and partner interactions.
• Serve as a welcoming presence for guests and partners visiting the Guest Relations office.

Front Desk & Communication Operations

• Administer Guest Relations Desk responsibilities five (5) days per week, including regular weekends and holidays.
• Answer all incoming calls in a positive, friendly, and professional manner.
• Provide accurate information, answer questions, and encourage potential guests to visit Rock City attractions.
• Route calls appropriately and manage multiple incoming calls simultaneously.

Administrative & Clerical Support

• Maintain the Guest Relations desk and office area in a professional, organized, and inviting manner.
• Sort and distribute daily mail and faxes.
• Maintain and manage lost-and-found items.
• Inventory and order office supplies as needed.
• Provide general clerical and administrative support to the Guest Experience Support Team.
• Place accounts payable checks in envelopes and distribute as instructed on a weekly basis.

Guest Outreach & Materials

• Receive, process, and fulfill brochure requests from potential guests.
• Ensure guest-facing materials are stocked, current, and professionally presented.

General Responsibilities

• Support cross-functional teams with administrative needs as requested.
• Adhere to organizational policies, procedures, and confidentiality standards at all times.
• Perform other duties as assigned by management.

Requirements

Qualifications

Education & Experience

• High school diploma or GED required.
• Minimum of six (6) months of experience in a guest service or customer service environment preferred.

Knowledge & Skills

• Strong customer service orientation with an outgoing, friendly personality.
• Excellent verbal and written communication skills.
• Ability to interact effectively in one-on-one and small group settings.
• Ability to manage multiple phone calls and tasks simultaneously.
• Strong attention to detail and organizational skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Ability to read, analyze, and respond to business correspondence and reports.
• Ability to perform basic math functions using U.S. currency.
• Professional appearance and demeanor when interacting with guests and partners.

Availability

• Flexible availability, including nights, weekends, holidays, and special events as needed.

Physical Demands & Work Environment

• Regular use of hands and fingers.
• Ability to lift and/or move up to 20 pounds.
• Frequent standing, walking, stooping, kneeling, or crouching.
• Ability to stand for extended periods as required by front desk operations.

Company Mission & Core Values

Mission: To enrich lives through wonder and connection.

Core Values: Courage | Care | Wonder | Excellence