Guest Experience Manager - Chicago

Job Summary:

Original X Productions (OGX) are the operators of worldwide location based entertainment experiences including The FRIENDS™ Experience, The Office Experience, and Harry Potter: Magic at Play. OGX will be opening a new interactive experience this fall, and is looking for a Guest Experience Manager to recruit and manage our world class Guest Services teams through the experience.

This position will be responsible for delivering an outstanding guest experience, running an efficient day-to-day operation, and bringing strategic insight into the systems, policies, and offerings while exhibiting strong and compassionate leadership. They will be the MOD (Manager on Duty) for various shifts and must display leadership abilities while working as part of a team to yield goal-oriented results.

This position is a member of the management team and, thus, is required to assist in developing and maintaining the highest quality of safety, service, cleanliness, and efficiency of the experience during the pre-opening and operational phases. A high level of guest service must be delivered to the public every day. The chosen candidate must lead by example, demonstrating the core values of passion, excellence, safety, and fun on a day-in, day-out basis.

The annual salary range for this position is $62,000-$68,000.

Responsibilities:

• Guest Experience:
• Implement Guest Experience policies, processes, procedures, and standard
• Assist in establishing basic personnel standards for the operations department
• Provide leadership and sound judgment to the operations team to the benefit of the company
• Be part of the MOD (Manager on Duty) rotation
• Oversee on-site day-to-day operations including, but not limited to: 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 that costs are controlled and that 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
• Works on minor repairs of interactive and infrastructure onsite. Logs items that require specialized repair to schedule 3rd party support
• 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
• Experience doing minor repair work and comfortable using basic hand and power tools
• 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 in a calm and authoritative manner
• 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 OGX:

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 other diverse backgrounds to apply.

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