Guest Experience Supervisor

American Dream, developed by Triple Five Group, is an unparalleled mix of world-class entertainment, retail, and dining, comprising more than 3 million square feet just minutes away from New York City in East Rutherford, New Jersey. American Dream is home to leading attractions, including DreamWorks Water Park, Nickelodeon Universe Theme Park, LEGOLAND Discovery Center, SEA LIFE Aquarium, Big SNOW Ski Hill, Dream Wheel – a 300-foot observation wheel overlook the NYC skyline, as well as attractions debuting soon such as The Game Room Powered by Hasbro and G.I. Joe Laser Tag. American Dream’s immersive luxury shopping and dining experience – The Avenue – features Saks Fifth Avenue, Hermès, Saint Laurent, Dolce & Gabbana, Carpaccio, a fine-dining Italian restaurant, and much more. The retail collection is further expanded with flagship locations for Aritzia, H&M, PRIMARK, Uniqlo, Sephora and Zara; as well as the Toys R Us global flagship, the only standalone location in the U.S, and the world’s first and only “candy department store,” IT’SUGAR.

For more information on American Dream, visit www.americandream.com or find us on Instagram @americandream and TikTok @americandream_official.

Key Objective(s):The Guest Experience Supervisor is:

• Responsible managing the guest experience for guest visiting American Dream with emphasis on Dream Works Water Park, Nickelodeon Univer, Ice Rink and other small attractions (ticketing, guest services, retail, etc.).

Primary Responsibilities:

• Lead and execute key guest experience functions for Dream Works Water Park, Nickelodeon Univer, Ice Rink and other small attractions (ticketing, guest services, retail, etc.).
• Primary point of contact with ticket/access vendor. Must be subject matter expert on ticketing and park entry systems.
• Design effective training programs for guest experience team members to include initial training and appropriate levels of follow-up and cross-functions (ticketing, guest services, retail, etc.).
• Oversee the operation of waterpark cabanas and reserved seating operations ensuring the highest level of service.
• Implement expense and labor budgets for the guest service areas.
• Oversee guest correspondence team to include guest inquires via email; phone and guest recovery solutions through in-person, email, and phone communication.
• Oversee equipment rental program, main point of contact with equipment vendor.
• Oversee locker rental program, main point of contact with locker vendor.
• Conduct effective and regular conversations with the Guest Experience leadership staff to ensure individual development and goals are being met through company performance management tools.
• Ensure compliance of supervisors and team leaders with company policies and procedures.
• Monitor the execution of all training programs for current and new employees ensuring a well-trained, motivated staff.
• Collaborate with Human Resources to interview and hire new employees.
• Oversee payroll functions for team members ensuring accuracy and timeliness.
• Participate in the Park Duty Manager rotation.
• Ability to work varied shifts to include nights and weekends as needed.
• Performs other duties as assigned by Attractions leadership.

Desired Qualifications:

• Bachelor’s degree preferred or equivalent experience.
• Minimum of three years’ experience in a high-volume guest service position
• Minimum of two years supervisory experience
• Previous amusement/theme park experience preferred
• Ability to work varied shifts to include nights and weekends
• Must be able to multitask, remain extremely organized and be able to prioritize
• Excellent verbal and written communication skills
• Outstanding interpersonal skills
• Basic computer skills (MS Office)

Physical Job Requirements:

• Stand/Walk for long periods of time (70%)
• Sitting (30%)
• Ability to lift up to 35 lbs.

American Dream is an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, gender, sexual orientation, religion, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, military status, or any other basis prohibited by law.