Guest Services Manager

3 weeks ago

The Colony, United States CareerBuilder Full time

Cosm is a global technology company that brings experiences to life in immersive environments. We help our partners create spaces and content that blur the lines of real and virtual across three primary markets: Sports and Entertainment, Science and Education, and Parks and Attractions. Cosm was born from the fusion of some of the greatest innovators in the history of technology. Evans & Sutherland, Spitz, Inc., and Cosm Immersive combined forces to power the immersive experiences of the future as Cosm. Innovation is in our DNA.
Summary:
The Guest Experience Manager will be responsible for directly overseeing the Guest Services team to ensure that Cosms established cultural and core values are met. As the Guest Experience leader, they will be responsible for working with their team to deliver the best-in-class Guest Experience.
Responsibilities:
Recruit, train, and develop an exceptional team to deliver Cosms best-in-class guest experience.
Oversee daily operations of the guest services team, while partnering with other departments to provide a holistic guest centric Cosmworthy experience.
Partner with the Learning and Development team to develop and maintain all guest experience related SOPs and policies and conduct regular audits to ensure compliance with brand standards.
Develop a series of guest service training programs to be conducted on a consistent basis to uphold our guest service pillars.
Develop a holistic recognition program to reward the right behavior on a daily, weekly, monthly, and yearly basis.
Oversight of guest feedback programs while training teams how to action plan based on data.
Coordinate the day of event collaboration with all other departments for multiple programs turns within a specific day.
Assist with handling the complaints or concerns from guests in relation to Guest Services
Manage facilitys compliance to Americans with Disabilities Act (ADA) compliance.
Oversee and manage the Lost and Found program.
Experience:
3+ years of attraction, restaurant, sports, hotel, or entertainment experience.
Bachelors degree from an accredited four-year college or university.
Excellent communication, time management and organization skills.
Ability to work on a team.
Energy and enthusiasm.
Availability to work varied shifts, including evenings, weekends, and holidays.
Ability to stand and walk for long periods of time including maneuvering up and down stairs .
Cosm is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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