Guest Experience Coordinator
Original X Productions are the operators of worldwide location based entertainment experiences including The FRIENDSTM Experience and Hershey Super Sweet Adventure. We are looking for staff who are passionate, exhibit the core values of excellence, have a commitment to safety, and value fun in everything they do.
Job Summary:
OGX is seeking a Guest Experience Coordinator. In addition to coordinating Guest facing email correspondence, this position works closely with Team Members and directly with Guests to help create an immersive, welcoming, and positive experience. The ideal candidates thrive in fast-paced environments, have the ability to work with a variety of personalities, and can project a positive image to both team members and visitors.
Primary Responsibilities:
- Coordinate guest service email correspondence on behalf of OGX & affiliated experiences via Freshdesk
- Review & update policies and procedures regarding email correspondence as needed
- Direct & escalate emails for special events, tickets donations or requests, complaints, press, retail, or marketing to the appropriate OGX staff
- Train touring locations and staff in Freshdesk system, creating any materials as needed
- Stay up to date with best practices of the Freshdesk system and improvements
- Oversee the day-to-day operations of the GUEST recognition program, ensuring timely execution and alignment with company policies
- Monitor and aggregate guest survey and online feedback for daily, weekly and monthly reviews.
- Act as the main point of contact/host for onsite events, activations, group bookings etc.
- Member of the MOD (Manager on Duty) rotation
- Oversee on-site day-to-day operations including, but not limited to: ticketing, cash management, attraction operations, guest services, custodial services, security services, on-site marketing, and on-site groups & events
- Maintain strong presence throughout the experience, completing walkthroughs and assisting team members as needed. Stepping into rotation if needed for coverage
- Provide operational policy & procedural training support to Guest Services Team Leads
- Work with Department Managers and Team Leads to implement mentorship program including but not limited to discussions, development, action plans & reporting
- Assist with staff engagement & incentives program. Develop and schedule activities and calendar
- Assist Venue Management with operational administrative tasks as needed
- Any and all duties as assigned
- Must be able to remain in a stationary standing position more than 50% of the time
- Must be able to move about inside the exhibit space
- Occasionally lifts and moves items / equipment weighing up to 50 pounds
- Able to work a variable schedule including nights, weekends, and holidays
- Exceptional communication skills
- Organized and detail oriented
- Ability to multitask
- Self-Starter and proactive
- Excellent problem solver with the ability to troubleshoot and come up with creative solutions
- Ability to effectively interface with the public and handle emergency situations with grace, in a calm and authoritative manner
- Experienced in customer service, communication, written and interpersonal skills
- Experienced with POS systems, Microsoft Office, and Google Drive
- Strong leadership skills
- High school diploma (or equivalent), some college is preferred (current students welcome to apply)
- At least 6 months of supervisory or commensurate leadership experience
- At least one year experience in guest-focused business (retail, restaurant, experiential, hospitality, etc.)
- Experience working in the Attractions and Amusement Industry welcomed
- Experience using a ticketing system
- Health Benefits including medical, dental, and vision
- Paid vacation and sick leave
- Opportunities and encouragement for growth and advancement
Why work at OGX:
For us it’s all about the fans and creating experiences they will love. We create happiness. We are an equal opportunity employer and encourage people with disabilities and from other diverse backgrounds to apply.