Attraction Manager (World of Coca-Cola)

The World of Coca-Cola is actively engaged in seeking an Attraction Manager. The World of Coca-Cola, located in Atlanta, GA, the home of Coca-Cola, first opened August 02, 1990 and was relocated from Underground Atlanta to Pemberton Place May 24, 2007. Currently, the World of Coca-Cola is the main attraction for The Coca-Cola Company. It attracts over 1.0M visitors per year and has become one of the key tourist attractions in the region. Please visit our website at worldofcoca-cola.com for more information.

The Senior Manager, Attraction is focused against developing and executing the operational strategic vision, mission and goals for the World of Coca-Cola attraction. This will be accomplished by up-holding and protecting the brand integrity of The Coca-Cola Company (TCCC) through the delivery of unparalleled guest service, employee engagement, and maintaining impeccable show quality. This position entails direct leadership of a team of diverse leaders and up to 100 ambassadors. This role is also responsible for the P&L of the Guest Relations department including driving and achieving sales/profit goals through ticket sales, sales of premium experiences, workforce planning, labor management, recruiting, career development and succession planning. The Attraction Manager position is responsible for driving efficiency through the creation and implementation of improved processes, root cause analysis of challenge areas, capacity management, labor deployment and planning for variable business volumes.

Primary Responsibilities/Accountabilities

Guest Service Focus:

• Lead and execute the guest service strategy at the attraction level, including guest service training for the staff while holding managers and supervisors accountable to executing all guest service tactics
• Creating clear annual, quarterly, monthly and weekly plans to deliver best-in-class guest service results
• Design and develop guest service experiences to drive and grow guest satisfaction
  
  

Financial And Business Acumen

• Accountable for achieving financial objectives by reviewing daily, monthly and annual key performance indicators (i.e., attendance, ticketing revenue, avg. transaction, labor costs, premium tickets, photo revenue, among others), analyze variances and initiate action plans to meet and beat goals
• Initiate and drive sales and profit strategies, while controlling costs
  
  

Labor Management And Coverage

• Forecast and monitor labor needs on a monthly, weekly, and daily basis to ensure labor plans meet volume needs
• Monitor daily attendance to manage true labor needs, reacting in real-time as necessary
• Cross-utilize talent to maintain productivity and labor costs
• Lead a solid ambassador training program and a team that is ready to meet the demands of the business
  
  

Operational Efficiencies and Effectiveness

• Ensure all exhibits and experiences are fully operational
• Maintain a safe, efficient guest flow through the attraction
• Modify or create new processes when needed to react to challenges and trends
• Monitor and react to guest survey results
• Drive innovation by generating new or unique solutions and embrace new ideas
• Collaborate with business partners by developing and leveraging relationships
• Act like an owner by delivering results and creating value
  
  

Inspirational Leadership

• Foster accountability by modeling company principles and behaviors to drive employee engagement
• Drive a culture of passion and tenure
• Assist with creating, updating, and facilitating ambassador trainings
• Develop self and support others’ development to achieve full potential
  
  

Requirements

• Strong ability to focus on the performance of the department, employee, and processes to drive success of the attraction
• Leadership and managerial skills
• Time management and prioritization skills
• Strong team building skillset
• Strong communication skills, including the ability to engage large and small groups
• Ability to interpret and apply policies in the employee handbook and standard operating procedures
• Efficient seasonal labor planning
• High aptitude for resolving challenges and recognizing opportunities
• Ability to thrive in a dynamic, fast paced, high volume, guest-centric environment
• Highest level of personal and professional integrity & ethics
• Willingness and ability to work long hours, including holidays and weekends as required
• High School Diploma or Equivalent
• 10 years people management experience, 5 years attraction management preferred
  
  

Physical Demands

• Able to walk and stand for prolonged periods
• Able to key on computer for extended periods
• Able to climb ladders and step stools
• Lifting, pushing, and pulling 50 lbs. objects frequently; this includes lifting from one level to another
• Regular bending and kneeling
• Frequent exposure to outside temperatures
  
  

Pay Range:$102,400 - $125,300

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Annual Incentive Reference Value Percentage:15

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.