GUEST SERVICES COORDINATOR

Job Description

Job DescriptionDescription:Immediate Opening at Luna Park in Coney IslandThis is a Seasonal position

Are you passionate about creating unforgettable guest experiences in one of New York City's most iconic destinations?

Luna Park in Coney Island, a leader in the amusement park industry, is seeking a Guest Service Coordinator to join our dynamic team. In this role, you will be responsible for ensuring an outstanding guest experience by managing guest inquiries, resolving issues, and supporting front-line teams to deliver exceptional service.

As the Guest Service Coordinator, you will serve as a key point of contact between guests and park operations, helping to maintain a welcoming and engaging environment while upholding Luna Park’s commitment to excellence, safety, and fun.

Why Join Us?

Luna Park is more than just a workplace; it’s a community where passion meets purpose. As part of Central Amusement International (CAI) and the global Zamperla Group, you’ll be working with a world-class team dedicated to creating magical moments for millions of visitors each year. This is your chance to grow professionally while contributing to a legacy of joy, innovation, and excellence.

The Company:

Central Amusement International Inc. (CAI), a leading amusement park development and management company based in New York City, is part of the renowned Zamperla Group, the global leader in manufacturing amusement rides. CAI proudly operates Luna Park in Coney Island, the birthplace of the amusement industry.

Major areas of responsibility include:

• Handle of all day-to-day Guest Services and Cashiers Operations
• Handle the opening and closing procedures of the Guest Service office and ticket booths
• Delegate and provide continue coaching to the staff to Improve the GS and Cashier Operations procedures
• Train and provide Instantly feedback on-site showing the right procedure
• Train and inform new and returning team members on Guest Service Standards.
• Interacting with guests by phone and email, providing information to answer inquiries about products, services and policies
• Handling and resolving guest complaints, via email, phone, social media or in-person
• Escalating serious complaints to appropriate personnel
• Communicating solutions, successes and opportunities to management
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions. • Prepares and completes all end-of-day reports, including reconciliation of all financial data.
• Be ready to react In crowded/quite days to reinforce/reschedule/reduce ticket booths staff, move cashiers during the day In order to optimize customers service operations
• Handle the staffing procedure: place the staff In their positions, control and keep track of the changes on the schedule
• Provide training programs
• Handle customers service Issues and First Aids Issues as they arise.

Primary Objectives:

• Create an interactive and engaging environment while training new team members on Luna Park’s Guest Service Standards.
• Interacts with guests
• Handling and resolving guest complaints, via email or phone
• Investigates and corrects errors
• Referring complaints of service failure or errors to appropriate personnel for investigation
• Communicating solutions, successes, and opportunities to management

Requirements:

• Eligible to work in the US.
• 2 years of college; Bachelor’s Degree in Hospitality, Tourism, Business, or a related field (preferred).
• Minimum of 2 years’ experience in customer service, hospitality, or theme park operations.
• Strong problem-solving skills and ability to handle high-pressure situations professionally.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and point-of-sale (POS) systems.
• Flexible schedule, including availability for weekends, evenings, and holidays.

Physical Demands:

• Must be able to stand on feet for up to 4 hours at a time
• Must be able to lift up to 25 pounds