Manager, Guest Experience - Training & Development

Job Summary

• Serve as a main point of contact for any guest concerns.


• Maintain an exemplary level of customer service.


• Maintain effective communication that meets the needs of the business and all front-line staff for daily operations, activities, and events.


• Develop and maintain a dependable staff that meet the operational needs of the business.


• Build and support an effective training and rewards program for the Guest Experience staff.  


• Assist with guest services policy and procedure development and compliance.


• Support other Guest Service Manager’s in hiring and effective management for their areas of oversight.


• Work with the Senior Manager, Guest Experience to set and support professional development targets.


• Design and implement plans to enhance guest experiences.


• Contribute to improving the guest experience by alerting appropriate departments when problems arise and handling guest complaints and emergencies in a timely manner.


• Ensure compliance and administration of current union labor contract.


• Gather all needed information and populate report for weekly event preparation meetings.


• Facilitate regular department meetings to address recurring issues or areas of opportunity.


• Position requires the ability to work a flexible schedule, including evenings, weekends, and holidays.


• Must be able to perform in a fast-paced, dynamic work environment.


• Other duties as assigned.

• College degree or 3+ years in relevant field


• Leadership/management experience


• Excellent customer service skills


• Experience hiring, training, scheduling, managing, and motivating a large part time staff.


• Strong observation skills and desire to be proactive addressing guest needs.


• Creative problem-solving skills


• Strong interpersonal skills including the ability to work in a team environment.


• Ability to work with a diverse population.


• Excellent oral and written communication skills


• Strong organization and time management skills


• Proficient in Word, Excel, Power Point, ISS 24/7, Time and attendance, etc.