Dutch Wonderland Guest Experience Manager

Splish Splash Water Park•Lancaster, PA

1d•Hybrid

About The Position

The Guest Experience Department is responsible for delivering amazing customer service and maintaining exceptional first impressions for both prospective and existing guests. The Guest Experience Manager is tasked with overseeing the operations for admissions, parking, ticket and pass processing, guest relations, and any other associated areas. In addition to managing a large number of team members, this position will interact with guests on a daily basis to ensure maximum satisfaction. The ideal candidate will embrace being an ambassador for the park and the brand, by delivering ultimate guest satisfaction, expert knowledge, trusted leadership and financial responsibility throughout all assigned operations.

Requirements

High School Diploma or equivalent; Equivalent work experience will be considered
Bachelor’s degree in Business Administration, Hospitality Management, Marketing, or a related field; Equivalent work experience will also be considered
3-5 years of work experience in a related role
2+ years of previous supervisory experience leading a team of employees
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
Ability to regularly work hours that extend beyond 9am to 5pm
Must possess exceptional customer service skills, with an ability to resolve questions, problems, issues, and concerns in a positive and professional manner
Ability to speak with guests directly while maintaining a high degree of professionalism
Ability to lead and motivate a large group of employees
Ability to handle high-pressure situations, meet the demands of constant deadlines and coordinate multiple priorities in a dynamic environment.
Must possess strong written and verbal communication skills
Must possess strong attention to detail and problem-solving abilities
Must be proficient in Microsoft Excel, Word, and Power Point.
Ability to stand, walk, and remain on feet for majority of the workday
Ability to occasionally stoop, twist, kneel, bend, squat, or reach above shoulders
Ability to remain sedentary for extended periods of time, while using a computer or POS equipment
Ability to carry, push, pull, lift, and hold objects weighing 20 pounds or more

Nice To Haves

Previous amusement park, theme park, or waterpark experience highly desired but not required
Spanish or other bilingual language skills are a plus.

Responsibilities

Manage all aspects of the Admissions, Parking, and Guest Services teams, along with any other assigned business units
Lead by example, attitude, and as a representation of Dutch Wonderland's core values
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 guest experience 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
Ensure daily sign-in sheets are completed and submitted each day
Assist with team scheduling and timekeeping activities
Delight the guests with exceptional customer service and a guest-centric approach
Oversee guest arrival process including parking fee transactions, in-park ticket sales, season pass processing and turnstiles
Ensure compliance with all PCI related standards, policies and procedures
Coordinate and conduct training sessions, recurring team meetings, and audits of assigned operations
Become knowledgeable of all passes, promotions, operating schedules, and planned events
Prepare and analyze Admissions-related operating reports and perform in-depth studies of annual sales, attendance logs, inspections, and labor costs
Oversee customer relations efforts, including customer relations office, call center operations and replies to customer inquiries via telephone, email and other media channels
Interact with guests on a face-to-face basis, asking for feedback, and promptly addressing concerns.
Ensure tickets and products are setup correctly within POS and Inventory system in Workday
Perform administrative duties including assisting with entering daily revenue, typing, preparing reports, and ordering supplies in coordination with revenue and park leadership
Ensure that all team members are enforcing park entrance and exit policies
Immediately report security, safety, or maintenance concerns to the proper channels
Promptly notify the security team or the operator of team member and guest injuries or emergencies
Ensure that all Front Gate protocols are executed during emergencies or inclement weather situations
All other duties assigned by leadership