Experience Manager, Georgia Aquarium

Job Summary

Experience Manager - Guest and Employee Experience

Position Overview: R/A & Wolfgang Puck Catering are seeking an experienced and dynamic Experience Manager to oversee and elevate guest and employee experiences. This role involves managing the intersection of guest satisfaction, employee well-being, and internal marketing strategies to create a holistic and exceptional experience. Collaborating closely with various internal R/A teams, including the client, Georgia Aquarium. This position is pivotal in shaping the culture, perception, and impact of Wolfgang Puck Catering at The Georgia Aquarium.

Responsibilities:

1. Guest Experience:

• Lead the development and implementation of strategies to enhance the overall guest experience, ensuring every visitor leaves with a memorable and positive impression.
• Collaborate with cross-functional teams to continuously improve guest engagement, comfort, and satisfaction through innovative initiatives.
• Monitor guest feedback and surveys to identify areas for improvement and implement appropriate changes.
• Coordinate with the team to align dining experiences with the broader guest journey.

2. Employee Workplace Experience:

• Create and maintain a positive and engaging workplace environment that promotes employee well-being and satisfaction.
• Oversee employee engagement programs, recognition initiatives, and professional development opportunities to foster a motivated and high-performing workforce.
• Partner with HR to address employee concerns and ensure a harmonious work environment.

3. Internal Marketing and Communication:

• Develop and execute internal marketing campaigns to promote initiatives, events, and updates to both staff and clients.
• Collaborate with marketing teams to ensure consistent messaging and branding across all internal communication materials.
• Craft compelling narratives that showcase the unique experiences offered by WPC at the Georgia Aquarium

4. Performance Measurement and Analysis:

• Establish key performance indicators (KPIs) to measure the success of guest and employee experience initiatives.
• Regularly analyze data and feedback to assess program effectiveness and identify areas for improvement.
• Provide data-driven insights to guide decision-making and strategy adjustments.

5. Cross-Functional Collaboration:

• Collaborate with various departments, including operations, marketing, HR, and culinary teams, to align efforts and create a seamless experience for both guests and employees.
• Act as a liaison between different teams to ensure a cohesive and integrated approach to overall experience management.

Qualifications:

• Proven experience (3+ years) in guest experience management, employee engagement, and internal marketing, preferably within a hospitality, entertainment, or cultural institution setting.
• Strong leadership skills with the ability to inspire and motivate teams toward a shared vision.
• Excellent communication, interpersonal, and collaboration abilities.
• Data-driven mindset with experience in analyzing metrics and translating insights into actionable strategies.
• Proficiency in using relevant software and tools for communication, data analysis, and project management.
• Passion for creating exceptional experiences for both guests and employees.

If you are a strategic thinker, adept at managing diverse teams and passionate about delivering unparalleled experiences, apply now to lead the dynamic and transformative journey of guest and employee experiences at the Georgia Aquarium. Your contributions will shape the way guests and employees connect with the wonder and magic of the aquatic world. #WPC #RestaurantAssociates