Guest Experience Lead - Theme Park & Water Park Ops

American Dream; East Rutherford (NJ); On-site; USD 55,000 - 75,000; Full time

Job summary

American Dream is seeking a Guest Experience Supervisor to manage guest experiences across Dream Works Water Park, Nickelodeon Universe, Ice Rink, and related attractions. The role emphasizes ticketing, guest services, and retail support to ensure exceptional service.

The ideal candidate has a minimum of three years in high-volume guest service and at least two years in supervision, preferably with amusement park experience.

Qualifications

• Bachelor’s degree or equivalent experience required or preferred.
• Minimum of three years’ experience in a high-volume guest service position.
• Minimum of two years supervisory experience.
• Previous amusement/theme park experience preferred.
• Ability to work varied shifts including nights and weekends.
• Excellent verbal and written communication skills.
• Outstanding interpersonal skills.
• Basic computer skills (MS Office).

Responsibilities

• Lead and execute guest experience functions for Dream Works Water Park, Nickelodeon Universe, Ice Rink and other attractions.
• Serve as primary contact with ticket/access vendor; be SME on ticketing and park entry systems.
• Design training programs for guest experience team members; include initial training and follow-up.
• Oversee waterpark cabanas and reserved seating operations for high service levels.
• Implement expense and labor budgets for guest service areas.
• Oversee guest correspondence via email and phone; manage guest recovery solutions.
• Oversee equipment rental and locker programs; liaise with vendors.
• Conduct regular development conversations with leadership for performance management.
• Ensure supervisors and team leaders comply with policies.
• Monitor training program execution for current and new employees.
• Collaborate with HR to interview and hire new staff.
• Oversee payroll functions for team members; participate in Park Duty Manager rotation.
• Work varied shifts including nights and weekends.
• Perform other duties as assigned by Attractions leadership.

Skills

Verbal communication

Written communication

Interpersonal skills

MS Office

Education

Bachelor’s degree or equivalent experience

Tools

Ticketing systems

MS Office

Job description

American Dream is seeking a Guest Experience Supervisor to manage guest experiences across Dream Works Water Park, Nickelodeon Universe, Ice Rink, and related attractions. The role emphasizes ticketing, guest services, and retail support to ensure exceptional service.

The ideal candidate has a minimum of three years in high-volume guest service and at least two years in supervision, preferably with amusement park experience.