Dutch Wonderland Inn Guest Experience Manager

Splish Splash Water Park; Lancaster (Lancaster County); On-site; USD 52,000 - 70,000; Full time

Job summary

Dutch Wonderland Inn is seeking a Guest Experience Manager to lead the front desk operations and drive exceptional first impressions across the resort. You will mentor staff, manage shift schedules, and ensure smooth lodging services with a focus on hospitality and guest satisfaction.

As the ambassador for the resort, you will uphold brand promises, resolve guest issues, and collaborate with housekeeping and maintenance to maintain a welcoming environment for families throughout every shift.

Qualifications

• Bachelor’s degree in Business Administration, Hospitality Management, or related field; equivalent work experience considered
• 3+ years of front desk or hospitality experience
• 1+ years of supervisory/management experience in hospitality
• Excellent English communication; bilingual skills a plus

Responsibilities

• Lead the front desk operations and guest impressions.
• Mentor and coach front desk staff; manage scheduling and timekeeping.
• Control departmental finances to maximize revenue and manage costs.
• Ensure policy compliance and create a safe, productive work environment.
• Assist with Manager on Duty duties and guest issue resolutions.
• Collaborate with housekeeping/maintenance to resolve requests.
• Maintain brand standards and hospitality best practices.

Skills

English fluency

Bilingual

Customer service

Leadership

Hospitality knowledge

Front desk operations

Education

High school diploma / GED or equivalent

Bachelor’s degree in Business Administration, Hospitality Management, or related field

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

PowerPoint

POS systems

Job description

Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with over 40 leading attractions and immersive experiences that reach audiences worldwide.

While each brand offers something unique,all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality.

As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.

We are currently looking for a:

Dutch Wonderland Inn Guest Experience Manager

Roles & Responsibilities:

The Guest Experience Manager (Lodging) assists in leading the front desk operations and first guest impressions of the resort. This position enforces policies and procedures and establishes a positive work environment.

The ideal candidate will embrace being an ambassador for the resort and the brand, by delivering ultimate guest satisfaction, first impressions, and exceptional customer service throughout all aspects of a customer’s visit.

This position may serve as the Manager on Duty in the absence of the Guest Experience Manager.

Team member benefits:

Roles & Responsibilities:

Supervisory Duties:

• Manage all aspects of the guest experience/front desk team and any other assigned departments
• 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
• Participate in the property’s Manager on Duty program.
• Foster a customer service-focused 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 clutter-free 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
• Bachelor’s 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 problem-solving 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