Dutch Wonderland Guest Experience Manager

Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with over 40 leading attractions and immersive experiences that reach audiences worldwide.

While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating® . Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality.

As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.

The Guest Experience Department is responsible for delivering amazing customer service and maintaining exceptional first impressions for both prospective and existing guests.

The Guest Experience Manager is tasked with overseeing the operations for admissions, parking, ticket and pass processing, guest relations, and any other associated areas. In addition to managing a large number of team members, this position will interact with guests on a daily basis to ensure maximum satisfaction

The ideal candidate will embrace being an ambassador for the park and the brand, by delivering ultimate guest satisfaction, expert knowledge, trusted leadership and financial responsibility throughout all assigned operations.

We are currently looking for a:

Dutch Wonderland Guest Experience Manager

Roles & Responsibilities:

Roles & Responsibilities:

Supervisory Duties:

Manage all aspects of the Admissions, Parking, and Guest Services team s , 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 r eport security, safety, or maintenance concerns to the proper channels

Promptly notif y 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 supervisor y 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 1 8 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 2 0 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

Team member benefits:

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