Santaland Operations & Guest Experience Manager

Playbill, Inc.; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

Macy's Santaland is seeking Managers who report to the Santaland Operations Manager and help lead both pre-season preparations and daily operations once the attraction opens. You will oversee the guest experience, understand the reservation process, and coordinate back-of-house and floor staff to ensure a high level of service.

As a Manager, you will guide staff, ensure safety guidelines are followed, handle escalations with discretion, and work closely with the Operations Manager on training

Qualifications

• Must understand the guest reservation platform and assist customers.
• Experience de-escalating conflicts and handling customer disputes.
• Ability to maintain discretion and adhere to ethics.
• Interface with guests and address special needs and concerns.
• Coordinate shifts and provide direction to staff.

Responsibilities

• Pre-season operational setup of the Santaland attraction and BOH.
• Provide expert understanding of the customer journey and reservations.
• Manage attraction and staff, deploy shifts and supervise daily operations.
• Develop and lead staff trainings with the Operations Manager.
• Ensure safety guidelines are followed during operations.

Skills

Customer service

Staff management

De-escalation

Reservation system

Safety compliance

Tools

Reservation platform

Job description

Macy's Santaland is seeking Managers who report to the Santaland Operations Manager and help lead both pre-season preparations and daily operations once the attraction opens. You will oversee the guest experience, understand the reservation process, and coordinate back-of-house and floor staff to ensure a high level of service.

As a Manager, you will guide staff, ensure safety guidelines are followed, handle escalations with discretion, and work closely with the Operations Manager on training