Verified Job
Arts - Entertainment - Publishing
Dutch Wonderland Guest Experience Manager
Arts - Entertainment - Publishing
#42588
Remote / WFH
Herschend Family Entertainment
Job Description
We are currently looking for a:
Dutch Wonderland Guest Experience Manager
Roles & Responsibilities:
Roles & Responsibilities:
Supervisory Duties:
Manage all aspects of the Admissions, Parking, and Guest Services team s , 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
Departmental Duties:
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 r eport security, safety, or maintenance concerns to the proper channels
Promptly notif y 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
Education & Experience :
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 supervisor y experience leading a team of employees
Previous amusement park, theme park, or waterpark experience highly desired but not required
Language: Ability to read, write, and speak fluent English; Spanish or other bilingual language skills are a plus.
Requirements:
Must be at least 1 8 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.
Physical Requirements:
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 2 0 pounds or more
Working Conditions:
This role will predominantly be based in both an office setting as well as frequent exposure to outdoor environments
Frequent exposure to the variable outside temperatures, including high heat, cold, direct sun, humidity, dust, rain, snow, ice, and other weather conditions
Subject to loud noise levels, flashing lights , and heavily populated environments
Subject to frequent interruptions and requests that may require reprioritization of activities
Team member benefits:
Do not miss the chance to spark your career now!
Dutch Wonderland Guest Experience Manager
Roles & Responsibilities:
Roles & Responsibilities:
Supervisory Duties:
Manage all aspects of the Admissions, Parking, and Guest Services team s , 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
Departmental Duties:
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 r eport security, safety, or maintenance concerns to the proper channels
Promptly notif y 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
Education & Experience :
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 supervisor y experience leading a team of employees
Previous amusement park, theme park, or waterpark experience highly desired but not required
Language: Ability to read, write, and speak fluent English; Spanish or other bilingual language skills are a plus.
Requirements:
Must be at least 1 8 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.
Physical Requirements:
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 2 0 pounds or more
Working Conditions:
This role will predominantly be based in both an office setting as well as frequent exposure to outdoor environments
Frequent exposure to the variable outside temperatures, including high heat, cold, direct sun, humidity, dust, rain, snow, ice, and other weather conditions
Subject to loud noise levels, flashing lights , and heavily populated environments
Subject to frequent interruptions and requests that may require reprioritization of activities
Team member benefits:
Do not miss the chance to spark your career now!
