Director, Guest Experience Operations

• Enhance the guest experience by developing strategies and initiatives for consistent, high-quality guest service through comprehensive training of leadership and team members across all aspects of the experience and revenue streams
• Collaborate with creative, design, marketing, ticketing, and ancillary teams to identify and implement innovative solutions for improved guest experience, revenue opportunities and operational efficiencies
• Establish, update and maintain standard operating procedures, policies, manuals, etc.
• Set goals and objectives for managers and team members, both qualitative and quantitative
• Oversee timelines, milestones, and deadlines; develop and maintain schedules; lead and motivate forward progress on a daily basis
• Measure, analyze and report guest experience satisfaction and quality assurance metrics
• Work with the VP of Guest Experience and Venue Operations to establish department budgets for new and ongoing productions.
• Research industry initiatives, techniques, and technology to increase the value of the guest experience and enhance the quality and sophistication of Original X Productions’ offerings.
• Provide oversight of all experience support operations, including janitorial, health and safety, security and contingency planning.
• Oversee venue contingency planning, emergency response, and health & safety.
• Provide operational oversight of all revenue, staffing, recruiting, training, scheduling, and payroll
• Ensure compliance with applicable laws and regulations
• Oversee leadership team performance and offer consistent, honest feedback and direction
• Collaborate with primary stakeholders to enhance the performance of retail, photo and F&B offerings
• Travel to venues for quality assurance checks and operational leadership coverage as needed
• Work closely with production and site teams while planning new venues, specifically focused on guest experience, venue operations and revenue streams
• Oversee the recruitment and training of venue leadership
• Ensure all team members are well-versed in both the experience and its designed operations

• In-depth knowledge of attraction operations with top-notch training skills
• Self-starter initiative and proven ability to successfully lead large projects
• Ability to manage and supervise various projects, teams and vendors simultaneously
• Experienced in expense management
• Excellent project management, organizational, delegation and prioritization skills
• Excellent client and team management skills
• Great communicator with persuasive presentation skills
• Ability to build, lead and mentor a team
• Awareness of industry trends
• Collaborative and able to give and take critique and compliments productively
• Excellent relationship building skills; personable, trustworthy, empathetic, flexible
• Conflict resolution skills
• Ability to make timely, strategic, decisive decisions to support day-to-day operations
• Passion for building experiences around TV and film intellectual property
• Fun, friendly and professional demeanor

• 5+years of experience leading guest operations for entertainment, events, or hospitality
• Experience working with on-site ancillary revenue operations such as retail, souvenir photos, and F&B
• Ability to travel 30% of the time
• Willingness to work nights, weekends, and holidays as needed
• Bachelor’s degree in hospitality or equivalent experience,
• Competency in Excel, PowerPoint, Word, and Google Apps for business

Original X Productions