Dutch Wonderland Guest Experience Manager

Roles & Responsibilities: 

Supervisory Duties:

• Manage all aspects of theAdmissions, Parking, and Guest Servicesteams, along with any other assigned business units

• Lead by example, attitude, and as a representation ofDutch Wonderland'score 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.

• Becomeknowledgeable ofperforming the essential duties of allguest experiencepositions and backfill thesepositions when needed

• Participate inall aspects of supervision of assigned employees, includinghiring,orientation, training, performance coaching, and discipline.

• Ensure that all required meal and other breaks are being given in accordance withPAlaw

• Ensure daily sign-in sheets are completed and submitted each day

• 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, recurringteammeetings, 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

• Overseecustomer 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 setup 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 reportsecurity, safety, ormaintenance concerns tothe proper channels

• Promptly notifythe 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 Diplomaor 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

• 3-5years ofwork experience in a related role

• 2+ years of previous supervisoryexperience 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 least18years of age to comply with PAChild Labor Laws

• Ability to work flexible schedule, including evenings, weekends, and holidays

• Ability toregularlywork hours that extendbeyond9am 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 guestsdirectly 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 weighing20pounds or more

Working Conditions:

• This role willpredominantlybe 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

• Subjectto loud noise levels, flashing lights, and heavily populatedenvironments

• Subject to frequent interruptions and requests that may require reprioritization of activities