Associate Guest Experience Manager

Responsibilities

• Implement Guest Experience policies, processes, procedures, and standard
• Assist in establishing basic personnel standards for the operations department
• Provide leadership and sound judgment to the operations team to the benefit of the company
• Be part of the MOD (Manager on Duty) rotation
• Oversee on-site day-to-day operations including, but not limited to: ticketing, cash management, attraction operations, guest services, custodial services, security services, on-site marketing, and on-site groups & events
• Interface with other department managers and third-party managers to achieve strategic goals and objectives
• Host regular briefings and communication meetings with operations staff
• Ensure that costs are controlled and that results are analyzed regularly to highlight problem areas with immediate action taken
• Review and adjust operational budgets to ensure company profitability
• Regularly evaluate business processes according to organizational objectives and apply improvements
• Monitor third party operators to ensure they provide services consistent with company standards

People & Culture

• Aid in recruiting, interviewing, hiring, training, and developing a world-class guest experience team
• Participate in defining the team culture and incorporating it into the operation
• Formulate departmental policies and promote their implementation
• Establish insight and direction for risk management and safety standards
• Work with Venue Manager and any other appropriate project leads on a daily basis

Requirements

• 2+ years of leadership experience in the operation of a successful revenue-generating hospitality and/or leisure business
• Bachelor’s degree or equivalent experience
• Proven ability to work effectively as part of a fast-paced team
• Hands-on experience in the implementation and operation of attractions including cash management, guest services, and attraction operations
• Strategic thinker with strong conceptual skills, self-motivated, enthusiastic, flexible, and adaptable
• Exceptional communication skills, both written and verbal
• Extremely organized and detail oriented
• Able to multitask effectively
• Maintain composure under pressure and enjoy working in a fast-paced and fluid environment
• Effectively interface with the public and handle emergency situations in a calm and authoritative manner
• Work weekends and holidays

Benefits

• Health Benefits including medical, dental, and vision
• Individual Retirement Account
• Commuter benefits
• Paid vacation and sick leave