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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