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Guest Experience Manager
4 months ago
Job Description
In this role, you would report to the Associate Director / Sr. Manager of Guest Experience. You are an ideal candidate if you have 3 years of management experience in guest-focused roles in the entertainment, live events, theme park, attraction, and hospitality sectors.
An ideal candidate will demonstrate a profound and holistic comprehension of the retail landscape encompassing all facets of the business. They should showcase proven proficiency in delivering exceptional guest experiences at a global standard. Experience in cultivating, guiding, and inspiring service-focused teams is essential.
Manage the on-site guest experience:
- Guides and supervises daily operations of Guest Experience with professionalism, patience, and approachability.
- Provides exceptional guest service and fosters a positive and motivating workplace atmosphere.
- Ensures the Guest Experience team is equipped with essential information, tools, and resources for success.
- Inspires team members to reach their full potential by exemplifying and promoting the use of soft skills.
- Leads by example in championing service excellence through hands-on involvement.
- Upholds service standards and prioritizes team growth by acknowledging achievements and employing tailored coaching methods for team members.
Additional Responsibilities:
- Develops ongoing training programs for guest service techniques tailored to evolving venue offerings.
- Identifies, monitors, and analyzes trends and feedback to provide strategic guidance for continuous improvement in operations and service.
- Maintains active engagement and proficiency in electronic communication platforms such as Teams and Outlook.
- Executes administrative duties, including documenting team member performance, conducting and auditing daily checklists to ensure preparedness, and organizing teamwide daily briefings to align stakeholders on special events, VIP guests, and service standards.
- Proactively addresses guest issues as they arise, offering appropriate solutions to ensure guest satisfaction and uphold first-contact resolution rates.
- Undertakes additional responsibilities as assigned by management.
Requirements:
- Bachelor’s degree and 3 years of management experience required.
- Knowledge of principles and processes for providing guest and personnel services. This includes needs assessment, establishing and maintaining quality standards for services, and evaluating engagement and satisfaction.
- Proficiency in Microsoft Office Suite, Kiosk P.O.S., and ticketing software and technologies
- Excellent guest service and interpersonal skills to relate and communicate at all levels.
- Must be able to work independently and exhibit initiative to solve problems, including tracking situations until appropriate resolution is achieved.
- Ability to self-manage and self-motivate while remaining a team player.
- Must be comfortable with heights and able to work indoors and outdoors in all weather conditions and temperature extremes.
- Must be available to work evenings, weekends, and holidays.
- This position requires frequent communication with both guests and colleagues; must be able to exchange accurate and timely information in these situations.
- Proficiency in foreign languages a plus.
Benefits:
401k match
Medical, Dental, Vision
Holidays, PTO, Sick Time
Commuter benefit
