Guest Experience Supervisor

4 weeks ago


Winter Haven, United States LEGOLAND Parks Full time

Roles & Responsibilities:

  • Compiles comprehensive Resort Daily Summaries to facilitate seamless communication across all resort areas, enhancing efficiency and cohesion.
  • Functions as a proficient liaison with the Incident Manager and Senior Leadership Team, ensuring clear and effective communication channels.
  • Analyzes Key Performance Indicators (KPIs), guest reviews, and Key Employee Indicators (KEIs) to devise actionable improvement plans for the assigned department in close collaboration with Resort partners.
  • Maintains oversight of designated resort areas, ensuring adherence to cleanliness and brand standards of the highest caliber.
  • Identifies and addresses general park deficiencies, spearheading improvement projects to elevate Guest Satisfaction levels.
  • Aligns with Park operations objectives and goals, contributing to areas such as guest obsession, marketing initiatives, special events, and enhanced experiences.
  • Conducts daily Health and Safety inspections, fostering a culture of safety-first within the resort environment.
  • Resolves escalated guest inquiries and complaints with finesse, prioritizing excellent guest service while safeguarding the interests of the business.
  • Acts as a pivotal point of contact for operational concerns and emergencies within the department, ensuring swift and effective responses.
  • Demonstrates flexibility and readiness to oversee the opening and closing procedures of all locations within the assigned department.
  • Participates in the interviewing and hiring process for new frontline team members, contributing to the selection of exceptional Model Citizens.
  • Takes ownership of personal growth by actively engaging in career development programs, collaborating closely with departmental leadership for continuous advancement.
Qualifications & Experience:
  • Twelve months of experience in hospitality management or equivalent education preferred.
  • Tourist attraction experience a plus.
  • Knowledge of point-of-sale automated systems is required.
  • High school graduate or General Education Degree (or equivalent education and experience) is preferred.
  • Must be willing to work flexible hours, including evenings, holidays, and weekends to support park operations.
Benefits:
  • Excellent health care options (medical, dental, and vision that encourage preventative care).
  • Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
  • Merlin Magic Pass for friends and family to enjoy the parks & attractions.
  • Recognition Programs and Rewards
  • 401(k) program with company match
  • Tuition reimbursement programs
  • Numerous learning and advancement opportunities


Pay Range:
From USD $40,000.00/Yr.

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