Guest Experience Manager (Madame Tussauds) job with Madame Tussauds in Orlando, FL, USA | Leisure Opportunities
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Careers with Merlin Entertainments Plc
About Merlin Entertainments Plc
Merlin Entertainments is a business built on fun. We're Europe's Number 1 and the world's second-largest visitor attraction operator. As you can imagine, running our business calls for a lot of different talents. We love what we do and if you're as serious about fun as we are, rest assured an exciting career awaits.
Careers with Madame Tussauds
Guest Experience Manager (Madame Tussauds)
Madame Tussauds Orlando, United States
Orlando, FL, USA
Orange County
United States
Full time
07 May 2018
12 Apr 2018
apply now
Build yourself a more exciting future at The Orlando Cluster!

Do you have the Magic in you to create memorable experiences all for the love of fun? Do you wish to cast a spell of laughter and enjoyment to the people around you? Want to join a team that creates smiles and memories globally on a daily basis. Then you have the magic to be a Merlin Guest Experience Manager!

About The Role
Manage a team of fun driven and enthusiastic magic and memorable experience makers. We are now looking for an exceptional Guest Experience Manager to oversee the smooth and safe running of our exciting attraction on a daily basis. The Guest Experience Manager will be the first point of contact for all guest issues. The will help to lead the Operational and Commercial Teams in their goal of delivering unique, memorable , and rewarding experiences to all our guests.

* Work closely with the Education Specialist to ensure that new Guest Experience programs are educationally correct and factual.
* Actively monitor and manager KPI scores daily/weekly/monthly/YOY to show improvements, while also driving high scores for each room product score.
* Work with the Displays team to keep tank stock adequate and any new creature learnings.
* Trained to cover all aspects of the Guest Experience operation, while being knowledgeable in all other areas of the business.
* Identifies and executes a strong succession plan for all levels within your remit.
* Creates, defines and leads a consistently positive and enthusiastic approach to all aspects of guest interaction at all times.
* Conducting interviews to select the highest quality new team members.
* Celebrates successes of the Team.
* Supports the Guest Experience Supervisor to facilitate effective visitor flow from beginning of the attraction and understands the visitor journey and expectations.
* Be a “hands on” leader for the Guest Experience department, including regular Duty Management shifts and weekend coverage. The Guest Experience Manager will be expected to be on-site during busy periods to demonstrate effective leadership.
* Responsible for management of Admissions Team, setting objectives, probationary reviews, appraisals and training.
* Support the Guest Experience Supervisor with scheduling of assigned core teams to ensure proper coverage and staff utilization for the delivery of customer service to our guest in each Attraction in line with the labor budget.
* Actively encourage and support new and innovative ideas from all team members on how to improve the business.
* Support the other members of the Leadership team with their departments where necessary.
* Working closely with the Leadership Team to develop a staff incentive scheme to increase individual motivation, commercial spends and promote teamwork.
* Other duties as assigned

About You
* Experience in a Supervisor/Team Leader/Management role.
* Operations Experience
* Experience in dealing with guests in difficult situations.
* Experience of maintaining the highest level of service in high-pressure situations.
* Experience of 1-2 years as a Supervisor preferably experience in either a visitor attraction, theme park, museum, leisure, hotel or theatre environment
* Knowledge of Microsoft Excel, Outlook and Word.
* Excellent communication and motivational skills.

High School Diploma or GED required. College degree preferred.

About The Benefits
In return you will find a competitive salary and benefits package (including a medical, vision, dental, life insurance and 401(k) matching plan offering), share program opportunities, and benefit from free entry to all of our Merlin attractions which also extend to family and friends. In addition, you can expect continued growth of joining an exciting, global organization.

About Us

Merlin Entertainments, plc Merlin Entertainments is a business built on fun. We are the world's second-largest visitor attraction operator. We operate over 100 attractions, eight hotels and three holiday villages in 22 countries across four continents and we run some of the best known names in global leisure. These include the likes of SEA LIFE, Madame Tussauds, the Dungeons, the Eye brand, and LEGOLAND. Whether you are serving delicious food, working in the office, maintaining the attractions, entertaining guest or operating rides, the objective is to provide a truly memorable experience and a great day out for all members of the family.

We offer flexible opportunities, in a totally unique environment. We know this is a great place to work, but don’t just take our word for it. Click on ‘apply now’.
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