Guest Experience Manager

The Guest Experience Manager is responsible for all aspects of ticketing, guest entry, guest services, and lounge locations within the Entertainment and Retail complex-including Nickelodeon Universe, DreamWorks Water Park, Angry Birds, Black Light Mini Golf and Mirror Maze, and other American Dream owned attractions-including staffing, training, and program development. Lead a team to provide exceptional guest service and resolutions that enhance the guest experience.

Primary Responsibilities:

• Lead the call center team that provides, information, assistance and concierge services for visitors across the entertainment, retail, and attractions complex for all in person, online, ensuring a prompt and professional response to guest inquiries and guest recovery solutions
• Innovate and execute seamless guest entry procedures with a concentration on efficiency, accuracy, and world-class guest service.
• Serve as administrator of the call center platform, including user management and refunds, and as the attraction access control software/platform expert including systems and AI technology used within the call center.
• Design and continually monitor effective training programs for guest service and admissions team members, including initial training and ongoing follow-up, to keep leadership and representatives current on protocols and procedures.
• Oversee the operation of the ticketing and guest service/information desks across the attractions and complex.
• Resolve escalated guest issues and complaints promptly and professionally, identifying root causes and implementing service recovery solutions that restore guest satisfaction.
• Maintain and control inventory of operational supplies, uniforms, office supplies, and POS/access control equipment.
• Monitor and respond to guest feedback from online reviews and guest satisfaction surveys, addressing concerns and using insights to drive continuous improvement in the guest experience.
• Implement expense and labor budgets for guest service areas and generate labor schedules based on department budgets and needs.
• Conduct regular audits of team members' performance, POS transactions, cash handling, and adherence to guest service and safety standards, providing coaching and corrective action as needed.
• Oversee the equipment rental, locker rental, stroller, and electric mobility vehicle programs, serving as the main point of contact with equipment vendors.
• Conduct effective and regular development conversations with leadership staff, ensuring individual goals are met through company performance management tools and training.
• Monitor the leadership team's day-to-day performance and task completion, holding supervisors and team leaders accountable for meeting operational and guest service standards. Support and advocate for attraction safety and cleanliness using department procedures and guidelines.
• Manage audio, visual, and digital aids that provide attraction information, ticket pricing, and FAQs to enhance the guest experience.
• Serve as the point of contact for Security and Internal Investigations to curb fraudulent activity within and affecting the department.
• Collaborate with Human Resources to interview, hire, and onboard new employees, and support the needs of current staff.
• Collaborate with Cash Operations to ensure all cash handling policies and procedures are implemented and followed.
• Oversee and accurately review weekly payroll functions for team members, ensuring accuracy and timeliness.
• Perform other duties as assigned

Desired Qualifications:

• Bachelor's degree preferred or equivalent experience; high school diploma or equivalent required.
• 5+ years of experience in a high-volume guest service position, including previous admissions, front gate, and POS management experience preferred.
• 5+ years of supervisory or leadership experience.
• Experience leveraging and incorporating AI technology platforms.
• Open availability including nights, weekends, holidays, and overnight shifts.
• Must be able to multitask in a fast-paced, sometimes stressful environment while remaining organized and able to prioritize.
• Ability to make quick decisions and adjustments to enhance guest service, safety, and productivity.
• Excellent verbal and written communication skills.
• Outstanding interpersonal and leadership skills, with the ability to provide department supervision and monitor task completion.
• Previous training experience helpful.
• Experience in employee relations - corrective feedback, performance evaluations, and performance management - helpful.
• Computer skills required, including MS Office (Word, Excel, Outlook); POS system knowledge preferred.

American Dream is an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, gender, sexual orientation, religion, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, military status or any other basis prohibited by law.