Guest Experience Coordinator - NYC

Primary Responsibilities

• Provide leadership and sound judgement to the operations management team to the benefit of the company
• Member 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
• Maintain strong presence throughout the experience, completing walkthroughs and assisting team members as needed. Stepping into rotation if needed for coverage
• Cook up and update policies and procedures regarding email correspondence as needed
• Coordinate guest service email correspondence on behalf of OGX & affiliated experiences via Freshdesk
• Train touring locations and staff in Freshdesk system, creating any materials as needed
• Stay up to date with best practices of the Freshdesk system and improvements
• Provide operational policy & procedural training support to Guest Services Team Leads
• Work with Department Managers and Team Leads to implement mentorship program including but not limited to discussions, development, action plans & reporting
• Cook up and conduct interviews with MODs for all applicants
• Assist with staff engagement & incentives program. Develop and schedule activities and calendar
• Assist with reception tasks on non-operational days. Providing coverage at the main entrance to receive vendors, packages & giving information to inquiring passersby
• Assist Site Manager with operational administrative tasks as needed
• Any and all duties as assigned

Requirements

• Must be able to remain in a stationary standing position more than 50% of the time
• Must be able to move about inside the exhibit space
• Occasionally lifts and moves items / equipment weighing up to 50 pounds
• Able to work a variable schedule including nights, weekends, and holidays

Your Strengths Include

• Exceptional communication skills
• Organized and detail oriented
• Ability to multitask
• Self-Starter and proactive
• Excellent problem solver with the ability to troubleshoot and come up with creative solutions
• Ability to effectively interface with the public and handle emergency situations with grace, in a calm and authoritative manner
• Experienced in customer service, communication, written and interpersonal skills
• Experienced with POS systems, Microsoft Office, and Google Drive
• Strong leadership skills

Your experience

• High school diploma (or equivalent), some college is preferred (current students welcome to apply)
• At least 6 months of supervisory or commensurate leadership experience
• At least one year experience in guest-focused business (retail, restaurant, experiential, hospitality, etc.)
• Experience working in the Attractions and Amusement Industry welcomed
• Experience using a ticketing system

Benefits

• Health Benefits including medical, dental, and vision
• Paid vacation and sick leave
• Opportunities and encouragement for growth and advancement