Guest Experience Manager

Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family‑held themed attractions company, with over 40 leading attractions and immersive experiences that reach audiences worldwide. While each brand offers something unique, all are united by a shared purpose:
Bringing Families Closer Together by Creating Memories Worth Repeating. Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality—the intersection of heart and hospitality. As an equal‑opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.

Roles & Responsibilities:
The Guest Experience Manager (Lodging) assists in leading the front desk operations and first guest impressions of the resort. This position enforces policies and procedures and establishes a positive work environment. The ideal candidate will embrace being an ambassador for the resort and the brand, by delivering ultimate guest satisfaction, first impressions, and exceptional customer service throughout all aspects of a customer’s visit.

This position may serve as the Manager on Duty in the absence of the Guest Experience Manager.

Roles & Responsibilities:
Supervisory Duties:
Manage all aspects of the guest experience/front desk team and any other assigned departments Act as an approachable mentor and coach to all assigned team members Manage and control all financial aspects of assigned departments while maximizing revenue and cost savings opportunities; maintain constant vigilance over departmental spending and budgets Act as a strategic visionary to implement measures that will favorably impact process, people, and/or profit Ensure compliance with company and industry best practices, policies, and procedures to create a safe and productive environment for colleagues and guests Become knowledgeable of performing the essential duties of all assigned front desk positions and backfill these positions when needed Participate in all aspects of supervision of assigned employees, including hiring, orientation, training, performance coaching, and discipline Ensure that all required meal and other breaks are being given in accordance with PA law Assist with team scheduling and timekeeping activities Departmental Duties:
Oversee all operating functions of the guest experience, front desk and front office operations Participate in the property's Manager on Duty program. Foster a customer service-focused environment that drives excellent NPS results Maintain a neat, clean, and professional appearance Ensure that all guest experience team members are consistently following all policies and procedures outlined for the front desk Greet and interacts with guests in a warm, friendly, and professional manner Operate internal communication devices in an efficient and professional manner while answering and transferring calls Provide highest level of customer service by anticipating, listening attentively, and promptly responding to guest requests and complaints Quickly and expertly respond to guest issues with resolutions that may require “thinking outside the box” Assist in maintaining brand quality standards by investigating complaints and initiating corrective action Partner with housekeeping and/or maintenance to ensure guest requests and complaints are resolved Perform administrative tasks such as answering the phones, scanning, copying, typing…