Guest Experience Leader

Mall of America; East Rutherford (NJ); On-site; USD 70,000 - 90,000; Full time

Job summary

American Dream is seeking a Guest Experience Manager to oversee ticketing, guest entry, and guest services across its Entertainment and Retail complex, including multiple attractions. You will lead staffing, training, and program development to deliver world-class service and prompt resolutions to guest inquiries.

The role requires strong leadership, extensive guest-service background, and the ability to manage a high-volume, fast-paced environment while maintaining organizational controls and

Qualifications

• Bachelor’s degree or equivalent; high school diploma with relevant experience acceptable.
• 5+ years in high-volume guest service with admissions/front-line experience.
• 5+ years of supervisory or leadership experience.
• Willingness to work nights, weekends, holidays, and overnights.
• Strong written and verbal communication; leadership and training basics.
• Proficient computer skills including MS Office; POS knowledge beneficial.

Responsibilities

• Lead guest experience teams across ticketing, entry, services, and lounges.
• Manage staffing, training, and program development for guest services.
• Oversee ticketing and access control across attractions and complex.
• Resolve guest issues promptly and implement service recovery solutions.
• Monitor budgets, labor, inventory, and payroll functions weekly.
• Collaborate with HR to hire, onboard, and coach staff.
• Ensure safety, cleanliness, and adherence to procedures across operations.
• Coordinate with security and investigations to curb fraudulent activity.

Skills

Multitasking

Decision making

Communication

Leadership

Customer service

Training

Employee relations

MS Office

POS knowledge

Education

Bachelor’s degree or equivalent

High school diploma

Tools

MS Office

POS system knowledge

Job description

American Dream is seeking a Guest Experience Manager to oversee ticketing, guest entry, and guest services across its Entertainment and Retail complex, including multiple attractions. You will lead staffing, training, and program development to deliver world-class service and prompt resolutions to guest inquiries.

The role requires strong leadership, extensive guest-service background, and the ability to manage a high-volume, fast-paced environment while maintaining organizational controls and