Job Description

The Frontline Floater provides flexible frontline support across multiple guest-facing teams, including Admissions, Retail, Operations, and Front-of-House Food & Beverage. This role is designed to adapt to operational needs by assisting in various locations throughout Rock City Enterprises properties.

Reporting to the Operations Manager, the Frontline Floater is cross-trained to move between teams as needed, ensuring consistent guest service, operational coverage, and a positive experience for both guests and partners.

Essential Duties & Responsibilities

Guest Experience & Service

• Deliver excellent guest service to internal and external customers in alignment with Rock City Enterprises’ mission, culture, and values.
• Model the Culture of Excellence in all guest and partner interactions.
• Engage with guests, answer questions, and provide accurate information about Rock City offerings, events, and local attractions.
• Trained to administer Guest Relations Desk responsibilities when needed.

Frontline Operations & Support

• Perform frontline duties for Admissions, Retail, Operations, and Front-of-House Food & Beverage teams as assigned.
• Operate Point of Sale (POS) systems accurately and efficiently to process transactions.
• Assist with opening and closing procedures for assigned teams as needed.
• Maintain knowledge of food safety standards and menu items for food locations.
• Assist with preparation and service of food and beverages in accordance with safety and quality standards.

Facility & Grounds Support

• Maintain cleanliness and organization of workspaces, retail outlets, food outlets, gathering spaces, restrooms, parking lots, and other guest-facing areas.
• Assist with monitoring trails, guest gathering spaces, parking areas, and restrooms, including litter removal and scheduled restroom cleaning.
• Assist with directing traffic and parking guests when instructed.

Flexibility & Team Collaboration

• Shift quickly between tasks, teams, and locations to meet changing operational needs.
• Work collaboratively with multiple teams to ensure smooth operations and positive guest experiences.
• Stay knowledgeable and up to date on Rock City products, promotions, special events, and operational procedures.

General Responsibilities

• Perform other duties as assigned by management

Requirements

Qualifications

Qualifications

Education & Experience

• High school diploma or GED preferred.
• Minimum of one (1) year of experience in hospitality, customer service, or a related environment preferred.
• Equivalent combinations of education and experience will be considered.

Knowledge & Skills

• Ability to present a professional, polite, and engaging image to guests and partners.
• Strong communication skills with the ability to interact effectively with peers, leaders, and guests.
• Ability to work effectively across multiple teams in a fast-paced environment.
• Willingness and ability to learn and train on multiple guest-facing roles.
• Ability to resolve basic guest issues and support operational needs.
• Basic math skills with the ability to handle money accurately.

Licenses & Certifications

• Valid driver’s license with a good driving record required.

Physical Demands & Work Environment

• Regular use of hands and fingers.
• Ability to lift and/or move up to 50 pounds.
• Ability to stand, walk, stoop, kneel, or crouch frequently.
• Flexible availability to work nights, weekends, holidays, and special events as needed.

Company Mission & Core Values

Mission: To enrich lives through wonder and connection.

Core Values: Courage | Care | Wonder | Excellence