Manager, Guest Experience & Operations

International Association of Amusement Parks and Attractions; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

The World of Coca‑Cola in Atlanta, GA is seeking a Manager, Guest Experience & Operations to lead the guest experience strategy and the Duty Manager program across shifts. You will partner with multiple leadership levels to translate priorities into daily behaviors and premium service.

Ideal candidates will have 4–6 years of leadership in guest-facing settings, with a strong track record in elevating guest experiences and coaching front-line leaders to sustain brand standards.

Qualifications

• Minimum 4–6 years of leadership experience in a high‑volume guest-facing environment.
• Proven track record leading leaders and driving measurable guest experience outcomes.
• Bachelor’s degree in hospitality, business, operations or related field preferred.

Responsibilities

• Define, strengthen, and execute the attraction-wide guest experience philosophy.
• Lead the Duty Manager (DM) program, ensuring leadership presence and accountability.
• Coach Supervisors and Associate Attraction Managers to elevate guest interactions.
• Coordinate daily operational rhythm across attractions operations and related teams.
• Resolve escalated guest recovery situations with professionalism and judgment.

Skills

Leadership experience

Guest experience

Staff coaching

Education

High school diploma or GED

Bachelor’s degree in hospitality, Business, Operations, or related field

Job description

World of Coca-Cola – Atlanta, GA

The World of Coca-Cola, located in Atlanta, GA, is the home of The Coca-Cola Company’s flagship attraction. Originally opened in 1990 and relocated to Pemberton Place in 2007, the attraction welcomes over 1MM visitors annually and is a premier destination for guests from around the world.

Position Overview

The Manager, Guest Experience & Operations is a strategic, floor-connected leader responsible for helping define, strengthen, and execute the guest experience standard for the World of Coca-Cola. This role partners closely with the Senior Manager, World of Coca-Cola to shape a clear service philosophy, translate guest experience priorities into daily behaviors, and build the leadership routines that enable teams to deliver consistently exceptional experiences.

In partnership with Assistant Managers responsible for Attractions Operations, Revenue Programs, and Workplace Experience, along with three Supervisors, this role ensures operational execution, leadership presence, and premium guest service work together to create memorable experiences for every guest.

This leader serves as a thought partner and execution owner for attraction-wide guest experience initiatives, including the development and reinforcement of the Duty Manager (DM) program. The ideal candidate is curious, action-oriented, and energized by the opportunity to elevate a high-volume attraction through service strategy, culture-building, coaching, and measurable follow-through.

As the owner of the Duty Manager (DM) program, including the development of standards, leadership routines, communication expectations, and accountability measures that ensure consistent execution across all shifts. When serving as Duty Manager, this role is fully responsible for the total attraction operation during the assigned shift, including guest experience, safety, staffing, communication, and real-time decision-making.

This role reports to the Senior Manager, World of Coca-Cola Operations.

Primary Responsibilities / Accountabilities

Helps define, strengthen, execute, and continuously improve the attraction-wide guest experience philosophy, connecting brand standards, frontline behaviors, and measurable outcomes.
Leads the development, implementation, and reinforcement of the Duty Manager (DM) program, ensuring consistent leadership presence, decision‑making, communication, and accountability across all shifts.

Uses guest feedback, survey results, frontline observations, and operational trends to identify opportunities and translate insights into clear action plans.

Provides leadership, coaching, and development for Supervisors and Associate Attraction Managers, helping them become stronger guest experience leaders and role models for the frontline Ambassador teams.

Builds team buy‑in around guest experience priorities by clearly connecting initiatives to guest, employee, and business impact.

Coordinates daily operational rhythm across Attractions Operations, Revenue Programs, and Workplace Experience teams to ensure seamless execution and consistent service delivery.
Designs, supports, and reinforces practical guest experience initiatives that help Ambassadors create meaningful guest interactions and consistently deliver brand‑standard service.

Ensures leaders are adequately trained and developed in guest experience expectations, leadership routines, coaching conversations, and operational decision‑making.

Collaborates with cross‑functional partners and stakeholders to balance guest, employee, and business needs while maintaining a premium, show‑ready attraction experience.

Resolves escalated guest recovery situations with professionalism and sound judgment to protect the guest experience, support the team, and uphold Company standards.

Performs other duties as assigned by the Senior Manager, World of Coca-Cola Operations.

Education

High school diploma or GED required. High school diploma or GED required. Bachelor’s degree in hospitality, Business, Operations, or related field preferred.

Work Experience Requirements

Minimum 4–6 years of leadership experience in a high‑volume visitor attraction, hospitality, museum, theme park, entertainment, white‑glove service, or similar guest‑facing environment. Proven experience leading leaders and driving measurable guest experience outcomes is essential.

Additional Requirements

Must be able to successfully pass a credit check, drug screen, and criminal background check.