What are the responsibilities and job description for the Guest Experience Manager position at Gateway Clipper Inc?
Guest Experience Manager
Location: Pittsburgh, PA
Schedule: Full-Time | Tuesday–Saturday
Department: Guest Services
Reports To: VP of Operations and VP of Sales and Marketing
Pay Rate $20-$22/hr quarterly bonus based on sales goals
Overview
The Guest Experience Manager leads front-of-house operations for the Gateway Clipper Fleet, overseeing the Ticket Office and Photo Department. This role ensures exceptional guest service, smooth daily operations, and strong performance across customer-facing revenue areas. Ideal candidates are hands-on leaders who thrive in fast-paced hospitality environments.
Key Responsibilities
- Oversee daily Ticket Office and Photo Department operations
- Maintain high guest service standards and resolve guest concerns
- Develop and enforce operating, opening, and closing procedures
- Schedule and manage staff based on cruise volume and events
- Lead hiring, training, coaching, and performance management
- Oversee POS systems, cash handling, reporting, and reconciliation
- Manage inventory, merchandising, and loss prevention
- Analyze sales trends and drive upsell/revenue opportunities
- Coordinate with Parking, Marketing, Events, and Operations teams
- Prepare operational reports and support budgeting efforts
Qualifications
- Associate’s or Bachelor’s degree preferred
- 3–5 years of management experience in hospitality, retail, or guest services
- Experience leading teams and managing multiple departments
- Strong leadership, communication, and problem-solving skills
- POS, cash control, and inventory management experience
- Flexible availability, including weekends and holidays
- Marine, tourism, or seasonal experience a plus
Work Environment
- Fast-paced, high-volume setting
- Standing and walking for extended periods
- Occasional lifting up to 25 lbs.
- Waterfront and onboard vessel environments
Why Join Us
- Be part of Pittsburgh’s iconic riverboat experience
- Lead guest-facing, revenue-generating operations
- Dynamic, team-oriented work environment
- Competitive pay and benefits (as applicable)
Salary : $20 - $22