Dutch Wonderland Guest Experience Manager

Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with over 40 leading attractions and immersive experiences that reach audiences worldwide. While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality. 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.

Guest Experience Manager

We are currently looking for a Dutch Wonderland Guest Experience Manager.

Roles & Responsibilities

Supervisory Duties

• 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

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 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

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 supervisory 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 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
• Must possess the ability to speak with guests directly while maintaining a high degree of professionalism
• Must possess the ability to lead and motivate a large group of employees
• Must possess 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 20 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! We're not just in the attractions business; we're in the people business- and that starts with our own. Our 20,000+ hosts across North America are the heartbeat of our diverse and growing company. In keeping with our company values, we nurture a balance between work and family, strive to promote 70% from within and support each host’s efforts to develop a fulfilling and rewarding career