Dutch Wonderland Guest Experience Manager

Dutch Wonderland Guest Experience Manager As an equal‑opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect. Roles & Responsibilities Manage all aspects of Admissions, Parking, and Guest Services teams, including any other assigned business units. Lead by example and represent Dutch Wonderlands core values. Act as an approachable mentor and coach to all team members. Control all financial aspects of assigned departments, maximizing revenue and cost savings while maintaining vigilance over spending and budgets. Act as a strategic visionary to implement measures that favorably impact processes, people, and profit. Ensure compliance with company and industry best practices, policies, and procedures to create a safe and productive environment. Become knowledgeable of all guest experience positions and backfill those positions when needed. Participate in supervision of employees, including hiring, orientation, training, performance coaching, and discipline. Ensure all required meals and breaks are given in accordance with PA law. Assist with team scheduling and time‑keeping activities. Delight guests with exceptional customer service and a guest‑centric approach. Oversee the 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. Analyze admissions‑related operating reports and perform in‑depth studies of annual sales, attendance logs, inspections, and labor costs. Oversee customer relations efforts, including the call center and responses to inquiries via telephone, email, and other media channels. Interact with guests face‑to‑face, solicit feedback, and promptly address concerns. Ensure tickets and products are set up correctly within the POS and inventory system. Perform administrative duties, including entering daily revenue, preparing reports, and ordering supplies in coordination with revenue and park leadership. Ensure all team members enforce 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 injuries or emergencies. Execute Front Gate protocols during emergencies or inclement weather situations. Perform any other duties assigned by leadership. Qualifications High School Diploma or equivalent (work experience considered). Bachelor’s degree in Business Administration, Hospitality Management, Marketing, or related field (equivalent work experience considered). 3‑5 years of experience in a related role. 2+ years of supervisory experience leading a team. Previous amusement park, theme park, or waterpark experience desirable. Fluent English reading, writing, and speaking; bilingual Spanish or other language skills a plus. Requirements Minimum age of 18 years. Ability to work a flexible schedule, including evenings, weekends, and holidays. Willingness to work hours that extend beyond 9am to 5pm. Exceptional customer service skills and ability to resolve questions, problems, and concerns positively and professionally. 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 constant deadlines, and coordinate multiple priorities. Strong written and verbal communication skills. Strong attention to detail and problem‑solving abilities. Proficiency in Microsoft Excel, Word, and PowerPoint. Physical Requirements Ability to stand, walk, and remain on feet for majority of the workday. Occasional stooping, twisting, kneeling, bending, squatting, or reaching above shoulders. Ability to remain sedentary for extended periods while using a computer or POS equipment. Ability to carry, push, pull, lift, and hold objects weighing 20pounds or more. Working Conditions Role will be based in both an office setting and frequent outdoor environments. Variable outdoor temperatures, including high heat, cold, direct sun, humidity, dust, rain, snow, ice, and other weather conditions. Exposure to loud noise levels, flashing lights, and heavily populated environments. Frequent interruptions that may require reprioritization. Benefits 70% of positions promoted internally. Opportunities for career development and a fulfilling, rewarding career. Work‑life balance and family support. #J-18808-Ljbffr