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About the Role
The Guest Experience Manager is responsible for cultivating an engaging, positive, and inspiring environment for Guests and Team Members at The FRIENDSTM Experience in New York. This role involves delivering outstanding guest experiences, managing efficient day-to-day operations, and providing strategic insights while exhibiting strong leadership.
Responsibilities
- Implement Guest Experience policies, processes, procedures, and standards.
- Assist in establishing basic personnel standards for the operations department.
- Provide leadership and sound judgment to the operations team.
- Be part of the MOD (Manager on Duty) rotation.
- Oversee on-site day-to-day operations including ticketing, cash management, attraction operations, guest services, custodial services, security services, on-site marketing, and on-site groups & events.
- Interface with other department managers and third-party managers to achieve strategic goals.
- Host regular briefings and communication meetings with operations staff.
- Ensure costs are controlled and results are analyzed regularly, taking immediate action on problem areas.
- Review and adjust operational budgets to ensure company profitability.
- Evaluate business processes according to organizational objectives and apply improvements.
- Monitor third-party operators to ensure services are consistent with company standards.
- Assist in recruiting, interviewing, hiring, training, and developing the guest experience team.
- Actively participate in defining and incorporating team culture into the operation.
- Develop, manage, and approve line schedules for all operations staff.
- Formulate departmental policies and promote their implementation.
- Establish insight and direction for risk management and safety standards.
- Work with Venue Manager and project leads on a daily basis.
- Perform any other duties as assigned.
Requirements
- 3+ years of leadership experience in the operation of a successful revenue-generating hospitality and/or leisure business.
- Bachelor’s degree or equivalent experience.
- Proven ability to work effectively as part of a fast-paced team.
- Hands-on experience in the implementation and operation of attractions including cash management, guest services, and attraction operations.
- Strategic thinker with strong conceptual skills, self-motivated, enthusiastic, flexible, and adaptable.
- Exceptional communication skills, both written and verbal.
- Extremely organized and detail-oriented.
- Ability to multitask effectively.
- Maintains composure under pressure and enjoys working in a fast-paced and fluid environment.
- Ability to effectively interface with the public and handle emergency situations calmly and authoritatively.
- Ability to work weekends and holidays.
Location
- New York
Work Type
- Full-time
Education Level
- Bachelor's degree or equivalent experience
Salary/Compensations
- $63,000-$67,000
Benefits
- Health Benefits including medical, dental, and vision
- Individual Retirement Account
- Commuter benefits
- Paid vacation and sick leave
About the Company
- Original X Productions operates premier worldwide location-based entertainment experiences including The FRIENDS™ Experience and Hershey Super Sweet Adventure.
- Our team consists of guest experience-focused storytellers who are passionate, strive for excellence, are committed to safety, and value fun.
Equal Opportunity
- We are an equal opportunity employer and encourage people with disabilities and from other diverse backgrounds to apply.