Guest Experience Manager

Palace Entertainment is a leading leisure park operator in the United States and Australia overseeing more than 25 entertainment venues, hotels and educational venues across 11 different states.

Palace Entertainment owns and operates some of the country’s largest and most prestigious venues including: National Historic Landmark, Kennywood Park, America’s Oldest Amusement Park, Lake Compounce, the world’s first ever Cartoon Network Hotel, Best Family Theme Park Dutch Wonderland and a variety of other family-friendly parks and campgrounds throughout the United States.

Palace Entertainment is a subsidiary of Parques Reunidos, one of the leading global operators, with more than 60 different assets (theme parks, zoos and marine parks, water parks and other attractions), spread out over various countries across Europe, North America, the Middle East and Australia.

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

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 Adventureland Resort’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 meals and other breaks are being given in accordance with Iowa State Law and Palace Entertainment policies
• 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 set up 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 Iowa 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 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

Why Palace Entertainment?

We truly believe that where you work matters and, as a theme park company, we like to think we know a thing or two about what makes people happy.

Palace Perks And Benefits

• Competitive compensation
• Management Incentive Plan
• Comprehensive health and wellness package
• 401k Savings and Investment plan
• Free admission to Palace Parks in the continental US
• Generous vacation and sick time
  
  

When you join Palace Entertainment, you do more than simply advance your career. You become part of the Palace family, a group of talented people who drive innovation, embrace change, and deliver results.

If you’re ready to join our amazing team, please apply by clicking on the link above. You may also visit our website at www.palaceentertainment.com --> Job Opportunities to see if you’re a fit for our other open positions.

Do not miss the chance to spark your career now!