Original X Productions
Guest Experience Manager
– Original X Productions
Original X Productions is the operator of worldwide location‑based entertainment experiences, including The FRIENDS™ Experience, Hershey Super Sweet Adventure, and Harry Potter – Magic at Play. We are looking for a Guest Experience Manager to help us create an exceptional guest experience for our guests and team members.
Job Summary The Guest Experience Manager is a full‑time position based at The FRIENDS™ Experience in Las Vegas and is responsible for cultivating an engaging, positive, and inspiring environment for our guests and team members. The role will manage day‑to‑day operations, provide strategic insight into systems, policies, and offerings, and display strong compassionate leadership as the Manager on Duty (MOD) during various shifts.
Responsibilities
Guest Experience:
Implement guest‑experience policies, processes, procedures, and standards.
Assist in establishing basic personnel standards for the operations department.
Provide leadership and sound judgment to the operations team to benefit the company.
Act as part of the MOD rotation and oversee on‑site day‑to‑day operations, including ticketing, cash management, attraction operations, guest services, custodial services, security services, on‑site marketing, and on‑site groups & events.
Interface with other department managers and third‑party managers to achieve strategic goals and objectives.
Host regular briefings and communication meetings with operations staff.
Ensure costs are controlled and results are analyzed regularly to highlight problem areas with immediate action taken.
Review and adjust operational budgets to ensure company profitability.
Regularly evaluate business processes according to organizational objectives and apply improvements.
Monitor third‑party operators to ensure they provide services consistent with company standards.
People & Culture:
Assist in recruiting, interviewing, hiring, training, and developing a world‑class guest‑experience team.
Actively participate in defining the team culture and incorporating it into the operation.
Develop, manage, and approve line schedules for all operations staff.
Formulate departmental policies and promote their implementation.
Establish insight and direction for risk management and safety standards.
Work with Venue Manager and any other appropriate project leads on a daily basis.
Any and all duties as assigned.
Requirements
2+ years of leadership experience in the operation of a successful revenue‑generating hospitality and/or leisure business.
Bachelor’s degree or equivalent experience.
Proven ability to work effectively as part of a fast‑paced team.
Hands‑on experience in the implementation and operation of attractions including cash management, guest services, and attraction operations.
Strategic thinker with strong conceptual skills, self‑motivated, enthusiastic, flexible, and adaptable.
Exceptional communication skills, both written and verbal.
Extremely organized and detail oriented.
Ability to multitask effectively.
Maintains composure under pressure and enjoys working in a fast‑paced and fluid environment.
Ability to effectively interface with the public and handle emergency situations calmly and authoritatively.
Ability to work weekends and holidays.
Benefits
Health benefits including medical, dental, and vision.
Individual Retirement Account.
Commuter benefits.
Paid vacation and sick leave.
Why work at Original X Productions For us it’s all about the fans and creating experiences they will love. We create happiness. We are an equal‑opportunity employer and encourage people with disabilities and from diverse backgrounds to apply.
The salary range for this role considers a range of variables and may include but is not limited to experience, training, skill sets, and business needs.
#J-18808-Ljbffr
– Original X Productions
Original X Productions is the operator of worldwide location‑based entertainment experiences, including The FRIENDS™ Experience, Hershey Super Sweet Adventure, and Harry Potter – Magic at Play. We are looking for a Guest Experience Manager to help us create an exceptional guest experience for our guests and team members.
Job Summary The Guest Experience Manager is a full‑time position based at The FRIENDS™ Experience in Las Vegas and is responsible for cultivating an engaging, positive, and inspiring environment for our guests and team members. The role will manage day‑to‑day operations, provide strategic insight into systems, policies, and offerings, and display strong compassionate leadership as the Manager on Duty (MOD) during various shifts.
Responsibilities
Guest Experience:
Implement guest‑experience policies, processes, procedures, and standards.
Assist in establishing basic personnel standards for the operations department.
Provide leadership and sound judgment to the operations team to benefit the company.
Act as part of the MOD rotation and oversee on‑site day‑to‑day operations, including ticketing, cash management, attraction operations, guest services, custodial services, security services, on‑site marketing, and on‑site groups & events.
Interface with other department managers and third‑party managers to achieve strategic goals and objectives.
Host regular briefings and communication meetings with operations staff.
Ensure costs are controlled and results are analyzed regularly to highlight problem areas with immediate action taken.
Review and adjust operational budgets to ensure company profitability.
Regularly evaluate business processes according to organizational objectives and apply improvements.
Monitor third‑party operators to ensure they provide services consistent with company standards.
People & Culture:
Assist in recruiting, interviewing, hiring, training, and developing a world‑class guest‑experience team.
Actively participate in defining the team culture and incorporating it into the operation.
Develop, manage, and approve line schedules for all operations staff.
Formulate departmental policies and promote their implementation.
Establish insight and direction for risk management and safety standards.
Work with Venue Manager and any other appropriate project leads on a daily basis.
Any and all duties as assigned.
Requirements
2+ years of leadership experience in the operation of a successful revenue‑generating hospitality and/or leisure business.
Bachelor’s degree or equivalent experience.
Proven ability to work effectively as part of a fast‑paced team.
Hands‑on experience in the implementation and operation of attractions including cash management, guest services, and attraction operations.
Strategic thinker with strong conceptual skills, self‑motivated, enthusiastic, flexible, and adaptable.
Exceptional communication skills, both written and verbal.
Extremely organized and detail oriented.
Ability to multitask effectively.
Maintains composure under pressure and enjoys working in a fast‑paced and fluid environment.
Ability to effectively interface with the public and handle emergency situations calmly and authoritatively.
Ability to work weekends and holidays.
Benefits
Health benefits including medical, dental, and vision.
Individual Retirement Account.
Commuter benefits.
Paid vacation and sick leave.
Why work at Original X Productions For us it’s all about the fans and creating experiences they will love. We create happiness. We are an equal‑opportunity employer and encourage people with disabilities and from diverse backgrounds to apply.
The salary range for this role considers a range of variables and may include but is not limited to experience, training, skill sets, and business needs.
#J-18808-Ljbffr