Cartoon Network Hotel Guest Experience Manager

Palace Entertainment is a leading leisure park operator in the United States and Australia overseeing more than 25 entertainment venues, hotels and educational venues across 11 different states.

Palace Entertainment owns and operates some of the country’s largest and most prestigious venues including: National Historic Landmark, Kennywood Park, America’s Oldest Amusement Park, Lake Compounce, the world’s first ever Cartoon Network Hotel, Best Family Theme Park Dutch Wonderland and a variety of other family-friendly parks and campgrounds throughout the United States.

Palace Entertainment is a subsidiary of Parques Reunidos, one of the leading global operators, with more than 60 different assets (theme parks, zoos and marine parks, water parks and other attractions), spread out over various countries across Europe, North America, the Middle East and Australia.

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 also serve as the Manager on Duty.

We are currently looking for a:

 

Cartoon Network Hotel Guest Experience Manager

Roles & Responsibilities:

 

Supervisory Duties:

· Manage all aspects of the guest experience/front desk team and any other assigned departments

· Lead by example, attitude, and as a representation of Cartoon Network Hotel's core values

· 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

· 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 and printing

· Maintain the front desk area to maintain cleanliness and a clutter-free environment

· Demonstrate a working knowledge of all services and facilities of the property

· Review all procedures to ensure that they remain current with changing regulations and/or emerging industry trends

· Promptly report any maintenance issues to the appropriate authorities

· Collaborate with other lodging departments to continually improve guest experience through process improvements and operating efficiencies

· Continuously monitor building happenings and respond to emergencies in a calm and professional manner, as needed

· All other duties assigned by leadership

Education and Experience:

· High school diploma, GED, or equivalent

· Bachelor’s degree in Business Administration, Hospitality Management, or a related discipline highly desired; Equ