Guest Experience Supervisor - Winter Haven, United States - LEGOLAND Parks

Description

Roles & Responsibilities:

• Compiles comprehensive Resort Daily Summaries to facilitate seamless communication across all resort areas, enhancing efficiency and cohesion.
• Functions as a proficient liaison with the Incident Manager and Senior Leadership Team, ensuring clear and effective communication channels.
• Analyzes Key Performance Indicators (KPIs), guest reviews, and Key Employee Indicators (KEIs) to devise actionable improvement plans for the assigned department in close collaboration with Resort partners.
• Maintains oversight of designated resort areas, ensuring adherence to cleanliness and brand standards of the highest caliber.
• Identifies and addresses general park deficiencies, spearheading improvement projects to elevate Guest Satisfaction levels.
• Aligns with Park operations objectives and goals, contributing to areas such as guest obsession, marketing initiatives, special events, and enhanced experiences.
• Conducts daily Health and Safety inspections, fostering a culture of safety-first within the resort environment.
• Resolves escalated guest inquiries and complaints with finesse, prioritizing excellent guest service while safeguarding the interests of the business.
• Acts as a pivotal point of contact for operational concerns and emergencies within the department, ensuring swift and effective responses.
• Demonstrates flexibility and readiness to oversee the opening and closing procedures of all locations within the assigned department.
• Participates in the interviewing and hiring process for new frontline team members, contributing to the selection of exceptional Model Citizens.
• Takes ownership of personal growth by actively engaging in career development programs, collaborating closely with departmental leadership for continuous advancement.

• Twelve months of experience in hospitality management or equivalent education preferred.
• Tourist attraction experience a plus.
• Knowledge of point-of-sale automated systems is required.
• High school graduate or General Education Degree (or equivalent education and experience) is preferred.
• Must be willing to work flexible hours, including evenings, holidays, and weekends to support park operations.

• Excellent health care options (medical, dental, and vision that encourage preventative care).
• Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
• Merlin Magic Pass for friends and family to enjoy the parks & attractions.
• Recognition Programs and Rewards
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities