Guest Experience & Retail Manager

The Adventure Park at Sandy Spring
Arlington, VA
Jul 08, 2019
Jul 23, 2019
Full Time
Position Overview:Jobs at The Adventure Park generally fall into two categories: Monitors who are responsible for the guests actual climbing and ziplining experience and Hosts, who are responsible for much of the guests experience on the ground before and after climbing. The role of Guest Experience & Retail Manager is to ensure park guests have the best possible experiences during their visit. Guests arrive anticipating an exciting canopy climbing and zipping adventure or to watch and cheer on their friends and family. The Guest Experience & Retail Manager leads the Park Host team and oversees critical parts of the guest experience in four distinct ways:Staff Customer Service Training & Management: The Guest Experience Manager is responsible for building, training and leading a team of seasonal Park Hosts. This staff tends to be young and needs significant guidance at times.Reception: The Guest Experience Manager is responsible for the complete guest experience upon arrival, and manages the staff of Park Hosts that ensure a friendly and efficient arrival and check-in experience for park guests.Store management: The Guest Experience Manager is responsible for the overall optimization of the financial output of the store through the creative merchandising and presentation. The Guest Experience Manager is directly responsible inventory and ordering of all retail, merchandise, and food & beverage items in the store.Special Events and Event Support: Many guests come to the park as part of a special event, either organized by the Park or privately by a family or company. The Guest Experience Manager is responsible for planning and executing park-organized events. Additionally, the Guest Experience Manager is responsible for fulfilling the Park's obligations related to special events taking place in the Park, whether it's a child's 7th birthday or a whole-park private rental. This position also works closely with the management and sales team in a supportive role to design and execute sales strategies, promotions, and effective marketing efforts. Training will be provided to help you understand the specific needs of our business in this area.Reporting Structure: This position reports to the Park Manager.Position Details/Duties:Leads and supervises all reception and store staff (Park Hosts)Accountable for daily process activities related to point of sale opening and closing proceduresHires, trains and supervises Hosts on all aspects of reception, ticketing, store operations, and customer serviceCoaches Hosts and provide timely feedback and supports a team-driven atmosphereModels a friendly and efficient customer experience - leads by exampleAccountable for ensuring groups are greeted and taken care of their entire visitMerchandises the store such that it presents to guests in a creative, attractive and effective manner.Ensure a clean and organized store environment.Oversees and manages inventory of all items in the store and re-orders items as needed to optimize store salesActively monitors sales using retail softwareTakes initiative to suggest, test and/or implement changes likely to improve reception or store outcomesPlans and coordinates park special events including concert series, theme nights, and holiday activitiesWorks closely with guests that are planning large events of 100+ guests to assist in coordinating and overseeing their reservation/event needs such as desired entertainment, services, or special requests.Collaborates with Park Management team members to create events calendar for the seasonCreates a detailed plan for every event at the beginning of the year factoring in budgetary guidelines and informing staff as neededAssists park's marketing agency with the designs and planning of weekly email and social media campaignsWorks with park sales and other management team members to develop appropriate advertising campaignsManages procurement of all necessary supplies for each eventOversee and manages updated inventory of event supplies and technologyDuring the offseason, assist the Sales office with group reservations and gift ticket sales supportRequirements:Qualifications and Desired ExperienceSupervisory experience required in customer service/experience or retail position. Demonstrated ability to lead staff and provide exceptional guest/customer service experience.Experience in retail store environment including inventory management is required..Experience organizing and managing events is preferred.Experience working with vendors and catering companies is preferred.Candidates with additional experience/background in the following areas are preferred: travel/tourism, service industry, sales, event planning, outdoor adventure facilities, and customer service.Skills and AttributesPossess an outgoing, friendly disposition and professional demeanor both for guests and staff. Must have exceptionally strong communication skills and love working with people of all ages and abilities.Must have strong computer skills and technological aptitude.Ability to lift and carry up to 50 pounds.Ability to multitask and effectively manage multiple projects simultaneously.Must be highly organized and have strong attention to detail.The ideal candidate will be a quick and independent learner and must be able to adapt to new situations.Schedule:This is a full-time, year-round position. Candidates should have a flexible schedule with both weekday and weekend availability. Peak season runs from March through November. Candidates must have full schedule availability and flexibility during this season, including weekends and holidays and all-weather conditions. Managers must be comfortable with working more than 40 hours a week during the peak season.The Adventure Park is located in a natural, outdoor, wooded environment. Candidates must be comfortable and willing to work in all seasonal, outdoor weather conditions as operational and management duties may require.Bachelor's (Preferred, but significant management experience may suffice) Candidates with neither will not be considered.This position includes access to group health insurance with a significant company contribution toward the monthly premiums.