What are the responsibilities and job description for the Guest Experience Manager (Full-Time Position) position at Koch Family Entertainment LLC?
Description
Position Type: Full-Time, Exempt
Reports To: General Manager
Direct Reports: Assistant Manager of Admissions, Group Sales Team, Reception Team
Lead the Team. Drive the Experience. Create the Adventure.
This position is responsible for developing a culture of hospitality, accountability, and operational excellence while driving guest satisfaction, maximizing revenue opportunities, and ensuring efficient daily operations across multiple departments.
The ideal candidate is an energetic leader who thrives in a fast-paced environment, enjoys coaching teams, solving guest concerns, and creating memorable experiences for every visitor.
- Lead Admissions, Front Gate, Guest Services, Parking, Season Pass Processing, Reception, and Group Sales operations.
- Recruit, train, coach, and develop supervisors and team members.
- Ensure exceptional guest service and resolve guest concerns professionally.
- Manage staffing, scheduling, labor budgets, and departmental performance.
- Oversee ticketing, admissions, parking, and season pass operations.
- Drive group sales growth and ensure successful execution of group events.
- Monitor guest satisfaction and implement service improvements.
- Ensure compliance with park policies, safety standards, and cash handling procedures.
- Collaborate with park leadership to achieve attendance, revenue, and operational goals.
- Serve as Manager on Duty (MOD) as assigned.
Requirements
- At least 18 years of age
- 3–5 years of leadership experience in theme parks, attractions, hospitality, or guest service.
- Strong leadership, communication, problem-solving skills and organizational skills.
- Experience managing multiple teams in a fast-paced environment.
- Proficiency with Microsoft Office and operational software.
- Ability to make sound decisions in a fast-paced environment.
- Ability to work weekends, holidays, and flexible hours.