Dutch Wonderland Guest Experience Manager

Roles & Responsibilities:  

Supervisory Duties: 

• Manage all aspects of the Admissions, Parking, and Guest Services teams, along with any other assigned business units 

• Lead by example, attitude, and as a representation of Dutch Wonderland's core 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. 

• Become knowledgeable of performing the essential duties of all guest experience positions and backfill these positions when needed 

• Participate in all aspects of supervision of assigned employees, including hiring, orientation, training, performance coaching, and discipline. 

• Ensure that all required meal and other breaks are being given in accordance with PA law 

• 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, recurring team meetings, 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 

• Oversee customer 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 report security, safety, or maintenance concerns to the proper channels  

• Promptly notify the 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 Diploma or 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 

• 3-5 years of work experience in a related role 

• 2+ years of previous supervisory experience 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 least 18 years of age to comply with PA Child Labor Laws 

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

• Ability to regularly work hours that extend beyond 9am 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 guests directly 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 weighing 20 pounds or more 

Working Conditions: 

• This role will predominantly be 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 

• Subject to loud noise levels, flashing lights, and heavily populated environments 

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