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:

Pay Range: $45000 $70000/ yearly

Roles & Responsibilities:

Supervisor Duties:

• Manage all aspects of the Admissions Parking and Guest Services team along with any other assigned business units
• Manage all aspects of the Entertainment & Events team along with any other assigned business units
• Lead by example attitude and as a representation of Castle Parks core values
• Act as an approachable mentor and coach to all 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 and events related 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 given in accordance with California Law
• Ensure daily signin sheet are completed and submitted each day
• Assist with team scheduling and timekeeping activities

Departmental Duties:

• Oversee the guest admission process ensuring smooth and efficient park entry including ticketing security and guest services
• Develop strategies to improve guest flow reduce wait times and enhance the entry experience
• Monitor and resolve guest issues or concerns related to admission ensuring a positive first impression of the park
• Plan organize and oversee a variety of events and entertainment offerings including seasonal events live performances and special activities
• Collaborate with creative team to design immersive fun and engaging entertainment experiences that align with the parks theme and audience preferences
• Manage eventrelated budgets resources and schedules and ensuring timely and within budget deliver of activities
• Continuously assess and enhance the guest experience from improving the admission process to creating unique and fun event programming
• Maintain operational procedures for event safety crowd control and guest interaction to minimize risk and maximize enjoyment
• Collaborate with marketing team to develop and execute seasonal calendar of events that drive pass sales pass revenues loyalty and increased visit frequency
• Analyze industry trends and competitor offerings to ensure the park remains innovative in both admission processes and entertainment programming
• Promptly escalate any maintenance issues safety hazards or emergencies to the proper authorities
• Collaborate with other departments and provide support as needed
• All other duties assigned by leadership

Language:Ability to read write and speak fluent English; Spanish or other bilingual language skills are a plus

Education & Experience:

• Bachelors degree in Hospitality Event Management Business Administration Theater/Performance; or related discipline; Equivalent work experience will also be considered
• 35 years of work experience in a related role
• 2 years of leadership experience in theme park events
• Previous amusement park theme park or water park experience highly desired but not required

Requirements:

• Must be at least 18 years of age to comply with California Child Labor Laws
• Ability to work flexible schedule including evenings weekends and holidays
• Ability to regularly work hours that extend beyond 9AM to 5PM
• Ability and desire to participate in delivering successful and highquality events that bolster revenue attendance and guest ratings
• 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
• Must possess and demonstrate strong written and verbal communication skills
• Ability to lead and motivate a large group of employees
• Ability to handle highpressure situations meet the demands of constant deadlines and coordinate multiple priorities in a dynamic environment
• Must be proficient in Microsoft Excel Word and PowerPoint

PhysicalRequirements:

• Ability to stand walk and remain on feet for majority of the work day
• 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 30 pounds or more

Working Conditions:

• This role will predominately 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 light humidity dust rain 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:

Why Palace Entertainment

We truly believe that where you work matters 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
• Comprehensive health and wellness package
• 401k Savings and Investment Plan
• Free admission to Palace Entertainment Parks in the continental US
• A generous paid time off program in which the benefits increase with your tenure with the company

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