Guest Experience Manager

Description:

Role Summary

The Guest Experience Managers serve as primary leaders of front-of-house operations, responsible for delivering a seamless, energetic, and safe guest experience. Similar to a hotel front desk manager overseeing check-in and guest flow, this role manages the full guest journey—from arrival and registration through safety briefings and the starting line—while coordinating staff, schedules, and service standards in a fast-paced entertainment environment.

Key Responsibilities

Operations Management

• Oversee ticketing, registration, waiver completion, and race scheduling to ensure efficient guest flow and minimal wait times.
• Ensure systems and processes support quick check-in and accurate guest tracking.

Safety & Compliance

• Ensure all guests receive clear, consistent safety briefings prior to racing. Verify participation requirements (height, weight, age, and waiver completion).
• Enforce safety rules and respond appropriately to incidents.

Team Leadership

• Train and schedule other hospitality team members
• Coach staff on guest interaction, upselling, safety awareness, and teamwork.
• Set performance expectations and model a high-energy, guest-first attitude.

Guest Experience

• Handle guest concerns, complaints, and incident resolution with professionalism and empathy.
• Maintain a welcoming, fun, and energetic atmosphere at all times.
• Ensure consistent service standards across all guest touchpoints.

Revenue & Sales

• Manage daily cash handling, reconciliation, and deposits.
• Drive upselling of race packages, memberships, merchandise, concessions, and add-ons.
• Support achievement of daily and monthly revenue goals.

Facility Oversight

• Coordinate with maintenance and mechanics to ensure attractions are ready.
• Ensure the lobby, pit area, track, and guest spaces are clean, organized, and professional.
• Identify operational issues and escalate as needed.

Event & Group Coordination

• Lead execution of birthday parties, corporate events, group outings, and racing events.
• Ensure events start on time, run smoothly, and exceed guest expectations.
• Coordinate staffing, schedules, and setup for special events.

Schedule and Compensation

• Must be available to work evenings, weekends, and holidays, which are peak operational times.
• Full and Part Time Opportunities Available
• Compensation Rate: $20 per hour
• Employee discounts on activities and events. Medical, Vision and Dental Plans Available.
• Opportunities for professional development and growth within the company.

Requirements:

Qualifications

Minimum of 2 years’ experience in hospitality, family entertainment centers, attractions, or high-volume retail/service environments.

• Strong leadership, communication, and customer service skills.
• Proficiency with Point-of-Sale (POS) systems and basic cash controls.
• Ability to multitask and make quick decisions in a fast-paced setting.