Guest Experience Manager

American Dream•East Rutherford, NJ

About The Position

The Guest Experience Manager is responsible for ticketing, guest entry, guest services, and lounge locations throughout the Entertainment and Retail complex, including Nickelodeon Universe, DreamWorks Water Park, Angry Birds, Black Light Mini Golf and Mirror Maze, and other American Dream-owned attractions. The role oversees staffing, training, and program development, and leads teams in providing exceptional guest service and issue resolution to enhance the guest experience.

Requirements

High school diploma or equivalent required.
At least 5 years of supervisory or leadership experience.
Open availability, including nights, weekends, holidays, and overnight shifts.
Ability to multitask and stay organized in a fast-paced, sometimes stressful environment, while prioritizing effectively.
Ability to make quick decisions and adjustments to improve guest service, safety, and productivity.
Excellent verbal and written communication skills.
Strong interpersonal and leadership skills, including the ability to supervise a department and monitor task completion.
Computer skills, including Microsoft Word, Excel, and Outlook.

Nice To Haves

Bachelor’s degree or equivalent experience; a bachelor’s degree is preferred.
At least 5 years of experience in a high-volume guest service position, including admissions, front gate, and POS management experience.
Previous training experience.
Experience in employee relations, including corrective feedback, performance evaluations, and performance management.
POS system knowledge.

Responsibilities

Lead guest experience teams providing ticketing assistance, information, and concierge services across the entertainment, retail, and attractions complex, including in-person and online inquiries and guest recovery.
Develop and execute efficient, accurate, guest-focused entry procedures.
Administer the ticketing platform, including user management and refunds, and serve as the expert for attraction access-control systems and platforms, including call-center systems.
Design and monitor initial and ongoing training programs for guest service and admissions employees.
Oversee ticketing and guest service/information desks throughout the attractions and complex.
Promptly and professionally resolve escalated guest issues and complaints, identify root causes, and implement service recovery solutions.
Maintain and control inventory of operational supplies, uniforms, office supplies, and POS/access-control equipment.
Monitor online reviews and guest satisfaction surveys, respond to feedback, and use insights to improve the guest experience.
Implement expense and labor budgets for guest service areas and create labor schedules based on budgets and operational needs.
Audit employee performance, POS transactions, cash handling, and compliance with guest service and safety standards; provide coaching and corrective action as needed.
Oversee equipment rental, locker rental, stroller, and electric mobility vehicle programs and serve as the primary contact for equipment vendors.
Hold regular development conversations with leadership staff and support individual goals through company performance-management tools and training.
Monitor leadership staff's daily performance and task completion, holding supervisors and team leaders accountable for operational and guest service standards.
Support and advocate for attraction safety and cleanliness in accordance with department procedures and guidelines.
Manage audio, visual, and digital aids that provide attraction information, ticket pricing, and FAQs.
Coordinate with Security and Internal Investigations to help curb fraudulent activity affecting the department.
Collaborate with Human Resources to interview, hire, and onboard employees and support current staff.
Work with Cash Operations to ensure cash-handling policies and procedures are implemented and followed.
Oversee and review weekly payroll functions for accuracy and timeliness.
Perform other duties as assigned.