Commercial Guest Experience Manager, Madame Tussauds,New York, NY, USA | attractionsmanagement.com jobs
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Job opportunities with Madame Tussauds
Commercial Guest Experience Manager
Madame Tussauds
Reference: req4216
Salary: Competitive
Job location: New York, NY, USA
Madame Tussauds New York, 234 W 42nd St
New York, New York, 10036
United States

Take a starring role with A-listers at Madame Tussauds New York!

Do you have the Magic in you to create memorable experiences all for the love of fun? Do you wish to cast a spell of laughter and enjoyment to the people around you? Want to join a team that creates smiles and memories globally on a daily basis? Then you have the magic to be Team Merlin at Madame Tussauds New York!

About The Role

Ensure and facilitate the delivery of world-class guest care by overseeing the smooth and safe running of the Commercial Department. Ensure the highest possible standards of guest service, presentation, technical operation and safety in all operational areas of Madame Tussauds. Contribute to budget planning, suggesting innovative ways in which to improve deployment of resources – including ways of multi-skilling across commercial and guest experience teams. Implementing a strategy to enable all members of the team to up-sell effectively therefore increasing Retail spends.

Customer Service

• Takes an active role in devising and implementing Customer Service strategy.
• Constantly motivating and giving feedback to all front line staff on their standards of Guest Service. Act as a mentor and coaches on areas for development and adopts a zero tolerance policy for poor customer service.
• Leads by example and is the perfect role model for all customer-facing team to follow.
• Adopts an enthusiastic, assertive and passionate approach to Customer Service, and demonstrates the Group values at every opportunity.
• Is keen to ensure all staff respond positively to change, understand the way forward, and are able to look at all aspects of their areas of responsibility through the eyes of our Customers.

People Management

• Conducting interviews to select the highest quality new team members.
• Responsible for management of team, setting objectives, probationary reviews, appraisals and training.
• Celebrates successes of staff.
• Working closely with Operations Management Team to develop a staff incentive scheme to increase individual motivation and promote teamwork.
• Supporting the Operations Management Team creating a generic “profile” of an ideal employee to assist in recruiting team members.
• Constantly motivating and giving feedback to all front line staff on their standards of Guest Service. Act as a mentor and coaches on areas for development.

Financial/Operational

• Trained to cover all aspects of both commercial and guest experience operations.
• Ensuring all register errors are kept to a minimum and investigating any discrepancies that occur.
• Overall responsibility for scheduling of assigned core teams to ensure proper coverage and staff utilization for the delivery of customer service to our guest while adhering to payroll budgets.
• Working closely with the Guest Experience Managers to promote teamwork and exceed secondary spend targets across the business.
• Coaches and motivates staff throughout the attraction to maximise sales opportunities and ensure secondary spend targets are achieved.
• Actively encourage and support new and innovative ideas from all team members on how to improve the business.
• Through our vision and values, support and train operations team to meet the objectives set.

About You

• College degree preferably in a business management and/or related field, or equivalent experience.
• Experience of 3-4 years in a Manager position. Prefer experience in either a visitor attraction, theme park, museum, leisure or specialty retail environment.
• Extensive knowledge of Microsoft Excel and Word.
• Excellent communication and motivational skills.
• Proven ability to work on multiple projects simultaneously and multi task as necessary.
• Great organization skills, detail oriented and self starter.
• Ability to work with people from all levels of discipline.
• Open to new learning’s and quickly adapts to change.

Work environment, working patterns and other qualifications

Work Environment:
• Various inside and outside areas within the Attraction, with varying temperatures and floor surfaces. 80% of role requires standing/walking to ensure Guest Service expectations are being delivered.

Working Pattern:
• Working hours will vary and will include evening, weekend and Bank Holidays. Days worked are five out of seven although this is flexible.

Other Requirements:
• Excellent communicator with positive attitude
• Excellent coach and motivator
• Understanding of Health and Safety regulations
• Computer literate
• Good understanding of staff welfare

About The Benefits

In return you will find a competitive salary and benefits package (including a medical, vision, dental, life insurance and 401(k) matching plan offering), share program opportunities, and benefit from free entry to all of our Merlin attractions which also extend to family and friends. In addition, you can expect continued growth of joining an exciting, global organization.

About Us

Madame Tussauds is the ultimate celebrity fun day out, where else can you get up close and personal with A-List celebrities, sporting legends, political heavyweights and historical icons and relive the lives, events and moments that made the world talk about them.

Merlin Entertainments, plc. is a business built on fun. We are the world's second-largest visitor attraction operator. We operate over 100 attractions, eight hotels and three holiday villages in 22 countries across four continents and we run some of the best known names in global leisure. These include the likes of SEA LIFE, Madame Tussauds, the Dungeons, the Eye brand, and LEGOLAND. Whether you are serving delicious food, working in the office, maintaining the attractions, entertaining guest or operating rides, the objective is to provide a truly memorable experience and a great day out for all members of the family. We offer flexible opportunities, in a totally unique environment.

APPLY NOW
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Jobs   News   Products   Magazine
Job opportunities with Madame Tussauds
Commercial Guest Experience Manager
Madame Tussauds
Reference: req4216
Salary: Competitive
Job location: New York, NY, USA
Madame Tussauds New York, 234 W 42nd St
New York, New York, 10036
United States

Take a starring role with A-listers at Madame Tussauds New York!

Do you have the Magic in you to create memorable experiences all for the love of fun? Do you wish to cast a spell of laughter and enjoyment to the people around you? Want to join a team that creates smiles and memories globally on a daily basis? Then you have the magic to be Team Merlin at Madame Tussauds New York!

About The Role

Ensure and facilitate the delivery of world-class guest care by overseeing the smooth and safe running of the Commercial Department. Ensure the highest possible standards of guest service, presentation, technical operation and safety in all operational areas of Madame Tussauds. Contribute to budget planning, suggesting innovative ways in which to improve deployment of resources – including ways of multi-skilling across commercial and guest experience teams. Implementing a strategy to enable all members of the team to up-sell effectively therefore increasing Retail spends.

Customer Service

• Takes an active role in devising and implementing Customer Service strategy.
• Constantly motivating and giving feedback to all front line staff on their standards of Guest Service. Act as a mentor and coaches on areas for development and adopts a zero tolerance policy for poor customer service.
• Leads by example and is the perfect role model for all customer-facing team to follow.
• Adopts an enthusiastic, assertive and passionate approach to Customer Service, and demonstrates the Group values at every opportunity.
• Is keen to ensure all staff respond positively to change, understand the way forward, and are able to look at all aspects of their areas of responsibility through the eyes of our Customers.

People Management

• Conducting interviews to select the highest quality new team members.
• Responsible for management of team, setting objectives, probationary reviews, appraisals and training.
• Celebrates successes of staff.
• Working closely with Operations Management Team to develop a staff incentive scheme to increase individual motivation and promote teamwork.
• Supporting the Operations Management Team creating a generic “profile” of an ideal employee to assist in recruiting team members.
• Constantly motivating and giving feedback to all front line staff on their standards of Guest Service. Act as a mentor and coaches on areas for development.

Financial/Operational

• Trained to cover all aspects of both commercial and guest experience operations.
• Ensuring all register errors are kept to a minimum and investigating any discrepancies that occur.
• Overall responsibility for scheduling of assigned core teams to ensure proper coverage and staff utilization for the delivery of customer service to our guest while adhering to payroll budgets.
• Working closely with the Guest Experience Managers to promote teamwork and exceed secondary spend targets across the business.
• Coaches and motivates staff throughout the attraction to maximise sales opportunities and ensure secondary spend targets are achieved.
• Actively encourage and support new and innovative ideas from all team members on how to improve the business.
• Through our vision and values, support and train operations team to meet the objectives set.

About You

• College degree preferably in a business management and/or related field, or equivalent experience.
• Experience of 3-4 years in a Manager position. Prefer experience in either a visitor attraction, theme park, museum, leisure or specialty retail environment.
• Extensive knowledge of Microsoft Excel and Word.
• Excellent communication and motivational skills.
• Proven ability to work on multiple projects simultaneously and multi task as necessary.
• Great organization skills, detail oriented and self starter.
• Ability to work with people from all levels of discipline.
• Open to new learning’s and quickly adapts to change.

Work environment, working patterns and other qualifications

Work Environment:
• Various inside and outside areas within the Attraction, with varying temperatures and floor surfaces. 80% of role requires standing/walking to ensure Guest Service expectations are being delivered.

Working Pattern:
• Working hours will vary and will include evening, weekend and Bank Holidays. Days worked are five out of seven although this is flexible.

Other Requirements:
• Excellent communicator with positive attitude
• Excellent coach and motivator
• Understanding of Health and Safety regulations
• Computer literate
• Good understanding of staff welfare

About The Benefits

In return you will find a competitive salary and benefits package (including a medical, vision, dental, life insurance and 401(k) matching plan offering), share program opportunities, and benefit from free entry to all of our Merlin attractions which also extend to family and friends. In addition, you can expect continued growth of joining an exciting, global organization.

About Us

Madame Tussauds is the ultimate celebrity fun day out, where else can you get up close and personal with A-List celebrities, sporting legends, political heavyweights and historical icons and relive the lives, events and moments that made the world talk about them.

Merlin Entertainments, plc. is a business built on fun. We are the world's second-largest visitor attraction operator. We operate over 100 attractions, eight hotels and three holiday villages in 22 countries across four continents and we run some of the best known names in global leisure. These include the likes of SEA LIFE, Madame Tussauds, the Dungeons, the Eye brand, and LEGOLAND. Whether you are serving delicious food, working in the office, maintaining the attractions, entertaining guest or operating rides, the objective is to provide a truly memorable experience and a great day out for all members of the family. We offer flexible opportunities, in a totally unique environment.

APPLY NOW
Other vacancies with Sea Life
Operations Manager
Salary: Competitive Location: Yonkers, NY, USA
Technical Manager
Salary: Competitive Location: Atlanta, GA, USA
Education Manager
Salary: Competitive Location: Tempe, AZ, USA
 


ADVERTISE . CONTACT US

Leisure Media, Portmill House, Portmill Lane,
Hitchin, Hertfordshire SG5 1DJ Tel: +44 (0)1462 431385

©Cybertrek 2019

ABOUT LEISURE MEDIA
LEISURE MEDIA MAGAZINES
LEISURE MEDIA HANDBOOKS
LEISURE MEDIA WEBSITES
LEISURE MEDIA PRODUCT SEARCH
ATTRACTIONS MANAGEMENT NEWS
ATTRACTIONS HANDBOOK
PRINT SUBSCRIPTIONS
FREE DIGITAL SUBSCRIPTIONS