Guest Experience Manager

Guest Experience Manager

Original X Productions are the operators of premier worldwide location-based entertainment experiences including The FRIENDS™ Experience and Hershey Super Sweet Adventure. Our team are guest experience-focused storytellers who are passionate, strive for excellence, are committed to safety, and value fun in everything they do!

Job Summary:

The Guest Experience Manager is a full-time position based at The FRIENDS™ 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.

Responsibilities:

• Guest Experience:
  • Implement Guest Experience policies, processes, procedures, and standards
  • 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
• People & Culture:
  • 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

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

Benefits:

• Health Benefits including medical, dental, and vision
• Individual Retirement Account
• Commuter benefits
• Paid vacation and sick leave

Why work at OGX: For us it's all about the fans and creating experiences they will love. We create happiness. We are an equal opportunity employer and encourage people with disabilities and from other diverse backgrounds to apply. The salary range for this role considers a variety of factors used in making compensation decisions, including but not limited to experience, training, certifications, skill set, business needs, and travel requirements. Compensation decisions are based on the unique qualifications of each candidate. A reasonable estimate of the current salary range for this position is $63,000-$67,000. This range has not been adjusted based on the geographic location of the successful candidate.