Guest Experience & Training Manager
Recruiting Partner: Marisa Roberts
Austin, Texas | Hospitality Operations | Not Remote | $85,000 to $95,000 | Job ID: 178586
Job Summary
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Join a leading entertainment group that redefines the out-of-home experience across multiple states. This is an opportunity to shape a vibrant service culture, develop talented teams, and make a direct impact on the guest journey at dynamic venues. You'll work hands-on in the field, driving excellence while traveling to diverse locations and supporting a culture built on fun and connection.
Guest Experiences & Training Manager Benefits & Compensation:
- Competitive base salary with performance-based incentives
- Health, dental, and vision insurance options
- Generous PTO and paid holidays
- Travel reimbursement for work-related travel between locations
- Professional development and opportunities for career growth within a growing organization
Guest Experiences & Training Manager Requirements & Qualifications:
- 3+ years in guest experience, hospitality, or training (FEC or theme park setting preferred)
- Experience designing and facilitating training for hourly frontline teams
- Proven floor leadership in a high-volume, guest-facing environment
- Strong presentation and communication skills with all audience levels
- Flexible schedule, including nights, weekends, and holidays
- Bachelor’s degree in hospitality, business, education, or a related field
- Experience with LMS platforms and instructional design/curriculum development
- Familiarity with FEC systems (such as Embed, POS, or online ticketing)
- Ability to travel 50–60% to multiple locations
- Able to stand and walk for extended periods, occasionally lift up to 25 pounds, and navigate large entertainment venues
Guest Experiences & Training Manager Responsibilities:
- Serve as the on-floor ambassador for service excellence, engaging guests and resolving concerns in real time
- Develop and enforce brand-aligned service standards and recovery protocols for all guest touchpoints
- Conduct audits of the guest journey, presenting actionable recommendations to leadership
- Monitor satisfaction metrics and lead initiatives to improve guest scores across venues
- Design, deliver, and continuously improve onboarding and training for all guest-facing roles
- Facilitate engaging, hands-on training sessions directly in the venue and activity areas
- Build and maintain a train-the-trainer program for supervisors and managers
- Identify field skill gaps and deploy targeted micro-training interventions
- Support new location and attraction launches through focused training and preparation
- Manage training calendars, completion records, and monthly reporting for leadership
If you’re passionate about hospitality, love developing others, and thrive in an energetic, multi-location environment, this role is for you.
JOB ID: 178586
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Marisa Roberts
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Additional Information
At Goodwin Recruiting, our clients seek qualified candidates, and that is what we deliver. A person’s age, gender, race, color, marital or family status, national origin, disability, religion, veteran status, sexual orientation, gender identity has no bearing on whether they are able to do the job. We evaluate the knowledge, skills, and abilities that meet the requirements of the position and aim to open doors and change lives. We work hard to identify a broad slate of candidates for each of our clients, with many hiring success stories to share.
