Guest Experience Manager

Original X Productions•New York, NY

6d•$63,000 - $67,000•Onsite

About The Position

The Guest Experience Manager is a full-time position based at The FRIENDSTM Experience : The One In New York and responsible for cultivating an engaging, positive, and inspiring environment for our Guests and Team Members. This position will be responsible for delivering an outstanding guest experience, running an efficient day-to-day operation, and bringing strategic insight into the systems, policies, and offerings while exhibiting strong and compassionate leadership. They will be the MOD (Manager on Duty) for various shifts and must display leadership abilities while working as part of a team to yield goal-oriented results. This position is a member of the management team and, thus, is required to assist in developing and maintaining the highest quality of safety, service, cleanliness, and efficiency of the experience during the pre-opening and operational phases. A high level of guest service must be delivered to the public every day. The chosen candidate must lead by example, demonstrating the core values of passion, excellence, safety, and fun on a day-in, day-out basis.

Requirements

3+ years of leadership experience in the operation of a successful revenue-generating hospitality and/or leisure business
Bachelor’s degree or equivalent experience
Proven ability to work effectively as part of a fast-paced team
Hands-on experience in the implementation and operation of attractions including cash management, guest services, and attraction operations
Strategic thinker with strong conceptual skills, self-motivated, enthusiastic, flexible, and adaptable
Exceptional communication skills, both written and verbal
Extremely organized and detail oriented
Ability to multitask effectively
Maintains composure under pressure and enjoys working in a fast-paced and fluid environment
Ability to effectively interface with the public and handle emergency situations in a calm and authoritative manner
Ability to work weekends and holidays

Responsibilities

Implement Guest Experience policies, processes, procedures, and standard
Assist in establishing basic personnel standards for the operations department
Provide leadership and sound judgment to the operations team to the benefit of the company
Be part of the MOD (Manager on Duty) rotation
Oversee on-site day-to-day operations including, but not limited to: ticketing, cash management, attraction operations, guest services, custodial services, security services, on-site marketing, and on-site groups & events
Interface with other department managers and third-party managers to achieve strategic goals and objectives
Host regular briefings and communication meetings with operations staff
Ensure that costs are controlled and that results are analyzed regularly to highlight problem areas with immediate action taken
Review and adjust operational budgets to ensure company profitability
Regularly evaluate business processes according to organizational objectives and apply improvements
Monitor third party operators to ensure they provide services consistent with company standards
Assist in recruiting, interviewing, hiring, training, and developing a world-class guest experience team
Actively participate in defining the team culture and incorporating it into the operation
Develop, manage, and approve line schedules for all operations staff
Formulate departmental policies and promote their implementation
Establish insight and direction for risk management and safety standards
Work with Venue Manager and any other appropriate project leads on a daily basis
Any and all duties as assigned