Guest Experiences & Field Training Manager

Job Description The Guest Experiences & Field Training Manager champions hospitality, service culture, and team development across all guest-facing operations. This hands‑on, field‑based role bridges management strategy and frontline execution by designing and delivering training programs, coaching teams in real time, and ensuring a consistently exceptional experience for every guest. Significant travel (50–60%) to multiple FEC locations is a core expectation of this position. Job Responsibilities Serve as the on‑floor ambassador for service excellence, proactively engaging guests and resolving concerns in real time across all areas of the facility. Develop, document, and enforce brand‑aligned service standards, hospitality scripts, and service recovery protocols for every guest touchpoint. Conduct regular audits of the full guest journey: arrival, ticketing, attractions, F&B, retail, and departure and present findings with actionable recommendations. Monitor satisfaction metrics including online reviews, and comment cards; lead cross‑functional action plans to address trends and elevate scores. Act as the escalation point for complex guest complaints, modeling de‑escalation techniques and turning negative experiences into positive outcomes. Design, build, and continuously improve a comprehensive onboarding and training curriculum for all guest‑facing, F&B, and seasonal roles. Facilitate engaging, hands‑on training sessions directly on the floor at the venue and activity areas rather than solely in a classroom. Develop role‑specific competency checklists, skills assessments, and certification programs to ensure consistent, brand‑standard service delivery. Build and maintain a Train‑the‑Trainer pipeline by coaching supervisors and managers to reinforce service standards on every shift. Identify skill gaps through field observation, mystery shops, and manager feedback; design targeted micro‑training interventions in response. Maintain the LMS with current content, completion tracking, and performance data; generate monthly training reports for leadership. Support new location openings and attraction launches by leading pre‑opening training blitzes and ensuring teams are guest‑ready from day one. Travel 50–60% to FEC locations for in‑person training, floor audits, team coaching, and industry events. Manage training calendars, completion records, budgets, and monthly performance reporting for leadership. Lead special projects: new attraction launches, seasonal experience roll‑outs, and service culture campaigns. Required Skills 3+ years in guest experience, hospitality, or training — FEC/theme park preferred Experience designing and facilitating training for hourly frontline teams Proven floor leadership in a high‑volume, guest‑facing environment Strong presentation and communication skills across all audience levels Education & Experience Bachelor’s degree in hospitality, Business, Education, or related field Experience with LMS platforms Background in instructional design or curriculum development Familiarity with FEC systems (Embed, POS, online ticketing) Physical Requirements Ability to stand and walk for extended periods while conducting floor observations, coaching, and training in active entertainment venues. Ability to move through large facilities, including theaters, bowling areas, arcades, dining spaces, and back‑of‑house areas. Ability to lift, carry, push, or pull up to 25 pounds occasionally. Ability to bend, stoop, kneel, crouch, and reach as needed while coaching teams, setting up training materials, or inspecting operations. Ability to travel frequently by car and air, including transporting light materials and working across multiple locations. Ability to work in a fast‑paced, high‑traffic environment with varying noise levels, lighting, and activity. Es Vedra Cinemas is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. #J-18808-Ljbffr Es Vedra Cinemas