Guest Support Lead

Guest Support Lead   Casa Bonita Overview For 52 years, Casa Bonita has been synonymous with families, fanfare, and fun. Restored to its former glory in 2023, Casa transports guests back to a childlike oasis that is both mysterious and captivating, with an unforgettable dining and entertainment experience that includes live music, shows, games and memories that will last a lifetime. Our team members have a shared passion for being a part of the Casa legacy and are eager to work together to define this exciting new chapter in our history.    Compensation Range: $27.50 - $34.50/hr. Why Join Our Team: Great earning potential  Affordable medical insurance available Employer-sponsored dental and vision Paid vacation and sick time Exclusive employee discounts at our Mercado store Career growth opportunities Employee family meal What You'll Do: The Guest Support Lead is responsible for supporting all aspects of guest support and reservations at Casa Bonita, ensuring a seamless and exceptional guest experience. Reporting directly to the Guest Support and Reservations manager, this role assists with guest inquiries, complaints, refunds, group bookings, and reservation support while helping to build brand loyalty through exceptional service and communication. This position works closely with the Guest Experience team, Operations, and management to resolve guest concerns, support reservation systems, and maintain accuracy across guest communications and bookings. The Guest Support Lead also plays a key role in quality assurance, problem-solving, and continuous improvement to help optimize the overall guest experience in a fast-paced, high-volume environment.   Responsibilities: Manage escalated guest concerns/issues and communication with guests and potential solutions with management Utilize POS system to manage guest billing issues Maintain an organized reservation system, adjusting bookings as needed to maximize capacity and guest experience Monitor CSR responses to guest enquiries to ensure accuracy and a quality guest experience Communicate with Guest Experience Team to confirm feasible packages Follow established steps of service to book and manage reservations while using critical thinking to problem-solve issues Manage guest interactions regarding Founders Club member database, including updating guest info in database Interface with company partner regarding Online Mercado/shop@ inquiries Answer guest emails and online inquiries regarding reservations and venue details Must be able to work independently and efficiently while maintaining clear communication and collaborating effectively with team members Demonstrate a willingness to learn, follow procedures, and adapt to feedback while adhering to all company policies, standards, procedures, and safety regulations Clearly communicate reservation policies, allowed seating restrictions, showtimes/entertainment experiences, and Review guest requests for special accommodations with CSR team Confirm and update Premium, Standard, group, and special event reservations, ensuring smooth coordination with management Qualifications: 18+ years of age Bachelor's degree in hospitality management, communications, or a related field preferred but not required. Bilingual in Spanish preferred but not required Prior experience with reservation software (e.g., OpenTable, Resy, SevenRooms, or similar platforms) Prior experience with CRM system (e.g., Freshdesk, HubSpot, Zendesk, or similar platforms) Prior experience with restaurant focused point-of-sale systems (Toast or similar platforms) Minimum of 2 years in reservations, guest services, or front-of-house roles in a restaurant, hotel, or entertainment venue Demonstrated ability to manage competing priorities and use independent judgment.  Knowledge of restaurant operations, dining flow, and seating strategies Reliable high-speed internet and a dedicated, professional workspace for handling guest reservations remotely Proactive in identifying potential issues and implementing solutions. Excellent verbal and written communication skills. Passionate about serving others   Strong conflict resolution skills to provide exceptional service and maintain a positive guest experience Able to communicate effectively in English Must be able to work flexible shifts, inclusive of weekends, days, late nights, and holidays Physical & Environmental Demands: Prolonged periods of sitting at a desk while using a computer Frequent typing, mouse use, and screen time, requiring strong hand-eye coordination and visual focus Potential eye strain from extended computer use, requiring periodic breaks to reduce fatigue Able to use headsets, dual monitors, or other ergonomic office tools for comfort and efficiency Able to use manual dexterity, gross motor skills, and fine motor skills  Able to multitask and work efficiently with speed, accuracy, and composure Benefits: Casa Bonita also offers a benefits package that includes medical, dental, and vision insurance for full-time employees.   Deadline to Apply: 08/31/2026   To apply for this role, please click on the “apply for this position” button below.