Guest Experience & Training Manager JN

Guest Experiences & Training Manager

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.

• 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

• 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

• 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.

Salary: $85,000 - $95,000.