Guest Experience Manager - Lake Mary

Santikos Entertainment•Lake Mary, FL

10d•Onsite

About The Position

Santikos is looking for Guest Experience Managers to provide our guests with exceptional service at our Lake Mary location. This role involves ensuring a positive and memorable guest experience, handling service recovery issues promptly and courteously, and maintaining efficiency and productivity while upholding high standards of product quality and service. The position also focuses on training, coaching, and monitoring team members to ensure excellent teamwork and guest service delivery, while efficiently managing labor costs. Additionally, the role requires ensuring safety standards are implemented and complied with, assisting senior management with financial operations, preparing reports, and ensuring compliance with all local, state, and federal laws, as well as food, alcohol, health, and sanitation regulations. Maintaining proficiency in designated department areas and providing guidance to team members are also key responsibilities. The role involves working with senior management for continuous development and training, and performing other duties as assigned.

Requirements

High school diploma or equivalent required and at least 18 years of age; Alabama applicants must be at least 21 years of age
At least 1 year of experience in managing a theater, restaurant, bar, or entertainment operation or similar role with proven success
Flexibility with scheduling – ability to work holidays, nights, and weekends
Great can-do attitude and willingness to roll up your sleeves with the rest of the team
Awesome communication skills and ability to positively interact with our guests and team members
Ability to work in and collaborate with the theater team
Ability to juggle multiple projects and tasks simultaneously
Cool motivation skills, with a desire to develop and challenge team members
Amazing work ethic, organizational skills, attention to detail, dependability… all the attributes of a great manager
Dependable with attendance – your team and our guests need you!

Nice To Haves

Associates’ or Bachelor’s degree preferred or equivalent experience

Responsibilities

Ensure our guest experience is positive and memorable, responding to service recovery issues in an urgent and friendly manner.
Maintain efficiency and productivity while keeping product quality and service consistently high.
Continuously train, coach, and monitor high standards of teamwork and guest service delivery by team members within each area of the entertainment facility.
Efficiently manage team members to maximize service levels while minimizing labor costs.
Ensure implementation of safety standards and monitor for compliance.
Assist senior management with controlling and monitoring financial operations to ensure continuous improvement and growth of the business.
Prepare and submit required reports, invoices, and other deliverables in a timely manner.
Ensure compliance with all local, state, and federal laws, and with all food, alcohol, health, and sanitation regulations.
Maintain proficiency in designated department areas of the building and business processes as approved by the Theater Director and senior management.
Oversee team members and provide guidance while monitoring their respective departments.
Work with senior management for continual development and training.
Other duties as assigned.