Dutch Wonderland Inn Guest Experience Manager

Splish Splash Water Park•Lancaster, PA

21h•Onsite

About The Position

Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with over 40 leading attractions and immersive experiences that reach audiences worldwide. While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality. As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect. The Guest Experience Manager (Lodging) assists in leading the front desk operations and first guest impressions of the resort. This position enforces policies and procedures and establishes a positive work environment. The ideal candidate will embrace being an ambassador for the resort and the brand, by delivering ultimate guest satisfaction, first impressions, and exceptional customer service throughout all aspects of a customer’s visit. This position will also participate in the Manager on Duty Program.

Requirements

High school diploma, GED, or equivalent
3+ years of previous front desk or hospitality work experience
1+ years of supervisory and/or management experience, preferably in hospitality/hotel front line and management positions
Ability to read, write, and speak fluent English
Must be at least 18 years of age to comply with PA Child Labor Laws
Ability to work flexible schedule, including evenings, weekends, and holidays
Must have reliable transportation to and from work for your scheduled shift
Ability to comply with all uniform policies
Must possess exceptional customer service skills, with an ability to resolve questions, problems, issues, and concerns in a positive and professional manner
Ability to portray a positive, outgoing, professional attitude
Ability to handle pressure and difficult situations with poise and finesse
Must possess strong written and verbal communication skills
Must possess strong attention to detail and problem-solving abilities
Ability to accurately use Point of Sale (POS) and/or other cash handling equipment
Ability to use office technology and equipment, such as PC, software, and copier
Must possess a general understanding of accounting practices and ability to compile facts and figures
Must be proficient in Microsoft Outlook, Excel, Word, and Power Point

Nice To Haves

Bachelor’s degree in Business Administration, Hospitality Management, or a related discipline highly desired
Spanish or other bilingual language skills are a plus

Responsibilities

Manage all aspects of the guest experience/front desk/housekeeping team and any other assigned departments
Lead by example and act as an approachable mentor and coach to all assigned team members
Manage and control all financial aspects of assigned departments while maximizing revenue and cost savings opportunities; maintain constant vigilance over departmental spending and budgets
Act as a strategic visionary to implement measures that will favorably impact process, people, and/or profit
Ensure compliance with company and industry best practices, policies, and procedures to create a safe and productive environment for colleagues and guests
Become knowledgeable of performing the essential duties of all assigned front desk positions and backfill these positions when needed
Participate in all aspects of supervision of assigned employees, including hiring, orientation, training, performance coaching, and discipline
Ensure that all required meal and other breaks are being given in accordance with PA law
Assist with team scheduling and timekeeping activities
Oversee all operating functions of the guest experience, front desk and front office operations
Foster a customer service-focused environment that drives excellent NPS results
Maintain a neat, clean, and professional appearance
Ensure that all guest experience team members are consistently following all policies and procedures outlined for the front desk
Greet and interacts with guests in a warm, friendly, and professional manner
Operate internal communication devices in an efficient and professional manner while answering and transferring calls
Provide highest level of customer service by anticipating, listening attentively, and promptly responding to guest requests and complaints
Quickly and expertly respond to guest issues with resolutions that may require “thinking outside the box”
Assist in maintaining brand quality standards by investigating complaints and initiating corrective action
Partner with housekeeping and/or maintenance to ensure guest requests and complaints are resolved
Perform administrative tasks such as answering the phones, scanning, copying, typing and printing
Maintain the front desk area to maintain cleanliness and a clutter-free environment
Demonstrate a working knowledge of all services and facilities of the property
Review all procedures to ensure that they remain current with changing regulations and/or emerging industry trends
Promptly report any maintenance issues to the appropriate authorities
Collaborate with other lodging departments to continually improve guest experience through process improvements and operating efficiencies
Continuously monitor building happenings and respond to emergencies in a calm and professional manner, as needed
All other duties assigned by leadership