Guest Experience Manager

Guest Experience Manager

Department: Operations
Reports To: Operations Director
Position Type: Full-Time

About the Job

Worlds of Fun is seeking an energetic, guest-focused, and operationally driven Guest Experience Manager to lead the Admissions, Guest Services, Park Services, and Accommodations teams. This position is responsible for delivering an exceptional end-to-end guest experience, from pre-arrival and check-in through park visitation and departure.

The Guest Experience Manager will provide leadership, coaching, and operational oversight across multiple guest-facing departments while driving service excellence, team engagement, cleanliness standards, operational efficiency, and guest satisfaction. This role will partner closely with the Accommodations Area Manager to ensure consistent service delivery and seamless coordination between lodging and park operations.

The ideal candidate will possess strong customer service leadership experience, prior janitorial or custodial management experience, hospitality expertise, and demonstrated proficiency working within operational systems, workforce management platforms, and guest service technologies.

Why Join Worlds of Fun

The Guest Experience Manager serves as the primary leader responsible for creating a seamless, high-quality guest experience across Worlds of Fun's front gate, in-park services, accommodations, and cleanliness operations. Through strong leadership, operational excellence, and a commitment to hospitality, this role directly influences guest satisfaction, loyalty, and the overall reputation of the park and accommodations experience.

Benefits:

• Free Park Admission
• Health Insurance
• Paid Time Off
• And more

What You'll Do

Guest Experience Leadership

• Lead all aspects of the guest experience through oversight of Admissions, Guest Services, Park Services, and Accommodations.
• Establish and maintain a culture focused on safety, hospitality, cleanliness, and operational excellence.
• Monitor guest feedback, satisfaction metrics, and operational performance indicators and implement action plans to drive continuous improvement.
• Resolve escalated guest concerns and service recovery situations effectively and professionally.
• Ensure department operations align with company standards, policies, and procedures.
• Serve as the primary leader responsible for the overall guest journey across both park and accommodations operations.

Admissions Management

• Oversee front-gate and admissions operations, ensuring efficient guest entry and ticket validation processes.
• Manage staffing plans to support attendance demands while maintaining labor efficiency.
• Ensure compliance with cash handling, admission control, season pass processing, and revenue protection procedures.
• Utilize systems and reporting tools to analyze attendance trends and operational performance.

Guest Services Management

• Lead Guest Services operations, including guest inquiries, complaint resolution, accessibility accommodations, lost and found, and general information services.
• Develop service standards and training programs that promote exceptional guest interactions.
• Analyze guest feedback and operational trends to identify opportunities for experience enhancements.

Park Services Management

• Direct all Park Services operations to ensure a clean, attractive, and sanitary environment throughout the park.
• Oversee custodial and janitorial programs, including restroom sanitation, trash collection, grounds cleanliness, and event cleanup.
• Conduct regular inspections to ensure cleanliness standards are consistently achieved.
• Manage cleaning schedules, equipment inventories, supply procurement, and departmental budgets.
• Ensure compliance with all environmental, safety, and sanitation standards.

Accommodations Oversight

• Provide leadership and strategic oversight for accommodations operations through partnership with the Accommodations Area Manager.
• Ensure lodging operations support and enhance the overall Worlds of Fun guest experience.
• Establish and maintain service standards for overnight guests, including check-in, check-out, housekeeping, guest communications, and issue resolution.
• Review guest satisfaction scores, online reviews, and operational performance metrics to identify improvement opportunities.
• Partner with the Accommodations Area Manager to address escalated guest concerns, operational challenges, and staffing strategies.
• Ensure seamless communication and coordination between accommodations and park operations.
• Support continuous improvement initiatives designed to enhance occupancy, guest loyalty, and overall satisfaction.

Team Leadership & Development

• Recruit, hire, train, coach, and develop supervisors and seasonal associates across multiple departments
• Conduct performance evaluations and provide continuous feedback and development opportunities.
• Foster a positive, inclusive, and accountable work environment.
• Manage employee relations issues in partnership with Human Resources.

Systems & Operational Excellence

• Direct all Park Services operations to ensure a clean, attractive, and sanitary environment throughout the park.
• Oversee custodial and janitorial programs, including restroom sanitation, trash collection, grounds cleanliness, and event cleanup.
• Conduct regular inspections to ensure cleanliness standards are consistently achieved.
• Manage cleaning schedules, equipment inventories

What We're Looking For

Required

• Minimum of 5 years of progressive leadership experience in hospitality, attractions, hotels, resorts, entertainment venues, customer service, facilities, or related industries.
• Prior experience managing custodial, janitorial, housekeeping, park services, or similar operations.
• Demonstrated success leading customer service-focused teams and driving guest satisfaction.
• Experience overseeing multiple departments and developing frontline leaders.
• Strong proficiency with operational systems, workforce management software, reporting tools, reservation systems, and Microsoft Office applications.
• Excellent communication, problem-solving, conflict resolution, and leadership skills.
• Proven ability to analyze operational data and make informed business decisions.
• Ability to work flexible hours, including evenings, weekends, holidays, and special events.

Preferred

• Bachelor's degree in Business Administration, Hospitality Management, Operations Management, or a related field.
• Experience within an amusement park, theme park, hotel, resort, campground, waterpark, or large-scale hospitality environment.
• Experience leading managers and supervisors in a multi-department operation.
• Knowledge of labor management, budgeting, forecasting, and operational planning.
• Experience with guest feedback platforms, reservation systems, and workforce management applications

Core Competencies

• Guest Experience Leadership
• Hospitality Management
• Customer Service Excellence
• Janitorial & Housekeeping Operations
• Team Development & Coaching
• Operational Execution
• Systems & Technology Proficiency
• Problem Solving & Decision Making
• Communication & Collaboration
• Financial & Labor Management
• Accountability & Results Orientation
• Safety Leadership

Physical Requirements

• Ability to walk and stand for extended periods throughout the park.
• Ability to work both indoors and outdoors in varying weather conditions.
• Ability to lift up to 25 pounds occasionally.
• Ability to respond quickly to operational and guest service needs in a fast-paced environment.

Other Duties

Additional responsibilities may be assigned as needed to support park operations.

Ready to Apply?

Apply online at EnchantedParks.com/Jobs

Enchanted Parks is a Smoke‑Free, Drug‑Free Equal Opportunity Employer.