What are the responsibilities and job description for the Guest Experience Manager position at Story Land?
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.
- Directly managing admissions, guest services, and reception, including establishing and maintaining strategic plans that support overall guest satisfaction.
- Coordinating, planning, and executing entertainment special events at both properties.
- Support sales objectives aimed to increase attendance, per cap, and revenue.
We are currently looking for a:
Guest Experience Manager
Roles & Responsibilities:
Roles & Responsibilities
- Create and implement standard operating procedures and training materials for all admissions, guest relations, and front desk/reception functions.
- Ensure all guest correspondence is reviewed and responded to in a timely manner.
- Work to increase our NPS by reviewing guest feedback, identifying trends, making recommendations to the senior leadership team, and following up on action plans.
- Oversee the hiring process with the operations director and P&O team to ensure a timely onboarding and training process for seasonal team members.
- Work with department team members and develop their skill level, talent and leadership skills. Supervise, train, and develop seasonal supervisory staff into competent, motivated, and strong leaders.
- Publish and distribute attendance projection and detail sheets outlining promotions, special events and group outings.
- Oversee and assist subcontracted show producers and act as their liaison with the park management team.
- Collaborate with marketing and the operations director on special event production and coordination, including Nostalgia Nights and Happy Hauntings.
- Assist, oversee, and train Salesforce B2B and B2C to ensure timely guest assistance and group bookings. Maintain the platform to a high standard and ensure proper procedures are followed for all tracking requirements.
- Collaborate with marketing to solicit group and event business, managing information requests and maintaining Salesforce.
- Liaison with clients as their events approach by confirming event details and creating internal planning documents related to the events.
- Develop and maintain annual operating and labor budgets for areas of responsibility.
- Cover operations leader on duty shifts and assist with daily operations, including Rides and Park Services.
- Other duties as assigned by the operations director, GM or leadership team.
Requirements
- Associate degree in business preferred or combination of education and experience
- Able to stand and walk for long periods of time.
- Excellent Customer Service Skills and high level of professionalism
- Excellent Organization Skills
- Excellent Time Management Skills
Team member benefits:
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