Guest Experience Supervisor

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

The Guest Experience Supervisor is responsibile formanaging the guest experience for guest visiting American Dream with emphasis on Dream Works Water Park, Nickelodeon Universe, Ice Rink and other small attractions (ticketing, guest services, retail, etc.).

PRIMARY RESPONSIBILITIES:

• Lead and executekey guest experience functions for Dream Works Water Park, Nickelodeon Univer, Ice Rink and other small attractions (ticketing, guest services, retail, etc.).

• Primary point of contact with ticket/access vendor. Must be subject matter expert on ticketing and park entry systems.

• Design effective training programs for guestexperienceteam members to include initial training andappropriate levelsof follow-upand cross-functions (ticketing, guest services, retail, etc.).

• Oversee the operation of waterpark cabanas and reserved seating operations ensuring the highest level of service.

• Implement expense and labor budgets for the guest service areas.

• Oversee guest correspondence team to include guest inquires via email; phone and guest recovery solutions through in-person, email, and phone communication.

• Oversee equipment rental program, main point of contact with equipment vendor.

• Oversee locker rental program, main point of contact with locker vendor.

• Conduct effective and regular conversations with the GuestExperienceleadership staff to ensure individual development and goals are being met through company performance management tools.

• Ensure compliance of supervisors and team leaders with company policies and procedures.

• Monitor the execution of all training programs for current and new employees ensuring a well-trained, motivated staff.

• Collaborate with Human Resources to interview and hire new employees.

• Oversee payroll functions for team members ensuring accuracy and timeliness.

• Participate in the Park Duty Manager rotation.

• Ability to work varied shifts to include nights and weekends as needed.

• Performs other duties as assigned by Attractions leadership.

DESIRED QUALIFICATIONS:

• Bachelor’s degree preferred or equivalent experience.

• Minimum of three years’ experience in a high-volume guest service position

• Minimum of two years supervisory experience

• Previousamusement/theme park experience preferred

• Ability to work varied shifts to include nights and weekends

• Must be able to multitask, remain extremely organized and be able to prioritize

• Excellent verbal and written communication skills

• Outstanding interpersonal skills

• Basic computer skills (MS Office)

PHYSICAL JOB REQUIREMENTS:

• Stand/Walk forlong periodsof time (70%)

• Sitting (30%)

• Ability tolift upto 35 lbs.

American Dream is an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, gender, sexual orientation, religion, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, military status, or any other basis prohibited by law.