Cartoon Network Hotel Guest Experience Manager

Palace Entertainment is a leading leisure park operator in the United States and Australia overseeing more than 25 entertainment venues hotels and educational venues across 11 different states.

Palace Entertainment owns and operates some of the countrys largest and most prestigious venues including: National Historic Landmark Kennywood Park Americas Oldest Amusement Park Lake Compounce the worlds first ever Cartoon Network Hotel Best Family Theme Park Dutch Wonderland and a variety of other familyfriendly parks and campgrounds throughout the United States.

Palace Entertainment is a subsidiary of Parques Reunidos one of the leading global operators with more than 60 different assets (theme parks zoos and marine parks water parks and other attractions) spread out over various countries across Europe North America the Middle East and Australia.

We are currently looking for a:

Roles & Responsibilities:

Supervisory Duties:

Manage all aspects of the guest experience/front desk team and any other assigned departments

Lead by example attitude and as a representation of Cartoon Network Hotels 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 assigned front desk 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

Assist with team scheduling and timekeeping activities

Departmental Duties:

Oversee all operating functions of the guest experience front desk and front office operations

Foster a customer servicefocused environment that drives excellent NPS results

Maintain a neat clean and professional appearance

Ensure that all guest experience team members are consistently following all policies and procedures outlined for the front desk

Greet and interacts with guests in a warm friendly and professional manner

Operate internal communication devices in an efficient and professional manner while answering and transferring calls

Provide highest level of customer service by anticipating listening attentively and promptly responding to guest requests and complaints

Quickly and expertly respond to guest issues with resolutions that may require thinking outside the box

Assist in maintaining brand quality standards by investigating complaints and initiating corrective action

Partner with housekeeping and/or maintenance to ensure guest requests and complaints are resolved

Perform administrative tasks such as answering the phones scanning copying typing and printing

Maintain the front desk area to maintain cleanliness and a clutterfree environment

Demonstrate a working knowledge of all services and facilities of the property

Review all procedures to ensure that they remain current with changing regulations and/or emerging industry trends

Promptly report any maintenance issues to the appropriate authorities

Collaborate with other lodging departments to continually improve guest experience through process improvements and operating efficiencies

Continuously monitor building happenings and respond to emergencies in a calm and professional manner as needed

All other duties assigned by leadership

Education and Experience:

High school diploma GED or equivalent

Bachelors degree in Business Administration Hospitality Management or a related discipline highly desired; Equivalent work experience will also be considered

3 years of previous front desk or hospitality work experience

1 years of supervisory and/or management experience preferably in hospitality/hotel front line and management positions

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

Must have reliable transportation to and from work for your scheduled shift

Ability to comply with all uniform policies

Must possess exceptional customer service skills with an ability to resolve questions problems issues and concerns in a positive and professional manner

Ability to portray a positive outgoing professional attitude

Ability to handle pressure and difficult situations with poise and finesse

Must possess strong written and verbal communication skills

Must possess strong attention to detail and problemsolving abilities

Ability to accurately use Point of Sale (POS) and/or other cash handling equipment

Ability to use office technology and equipment such as PC software and copier

Must possess a general understanding of accounting practices and ability to compile facts and figures

Must be proficient in Microsoft Outlook Excel Word and Power Point

Physical Requirements:

Ability to stand in place for long periods of time

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

Ability to carry push pull lift and hold objects weighing up to 20 pounds

Working Conditions:

This role will be based in an indoor lodging setting predominantly at the front desk

Potential exposure to the variable outside temperatures on occasion including high heat cold direct sun humidity dust rain snow ice and other weather conditions

Subject to frequent interruptions and may need to reprioritize activities

Subject to constant repetitive motion

Team member benefits:

Why Palace Entertainment

We truly believe that where you work matters and as a theme park company we like to think we know a thing or two about what makes people happy. Palace Perks and Benefits:

Competitive compensation

Management Incentive Plan

Comprehensive health and wellness package

401k Savings and Investment plan

Free admission to Palace Parks in the continental US

Generous vacation and sick time

When you join Palace Entertainment you do more than simply advance your career. You become part of the Palace family a group of talented people who drive innovation embrace change and deliver results.

If youre ready to join our amazing team please visit our website at www.palaceentertainment Work With Us tab to explore all of our open positions and exciting opportunities.