Dutch Wonderland Guest Experience Manager

About this role

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.  The Guest Experience Department is responsible for delivering amazing customer service and maintaining exceptional first impressions for both prospective and existing guests.

The Guest Experience Manager is tasked with overseeing the operations for admissions, parking, ticket and pass processing, guest relations, and any other associated areas. In addition to managing a large number of team members, this position will interact with guests on a daily basis to ensure maximum satisfaction

The ideal candidate will embrace being an ambassador for the park and the brand, by delivering ultimate guest satisfaction, expert knowledge, trusted leadership and financial responsibility throughout all assigned operations.

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

Roles & Responsibilities:  

Roles & Responsibilities:   

Supervisory Duties:  

• Manage all aspects of the   Admissions, Parking, and Guest Services   team s , 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 r eport   security, safety, or   maintenance concerns to   the proper channels    

• Promptly notif y   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 supervisor y   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   1 8   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  

• 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 situation

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