Guest Experience Manager

Guest Experience ManagerLocation: Pittsburgh, PA Schedule: Full-Time | Tuesday-Saturday Department: Guest Services Reports To: VP of Operations and VP of Sales and Marketing Pay Rate $20-$22/hr + quarterly bonus based on sales goalsOverviewThe Guest Experience Manager leads front-of-house operations for the Gateway Clipper Fleet, overseeing the Ticket Office and Photo Department. This role ensures exceptional guest service, smooth daily operations, and strong performance across customer-facing revenue areas. Ideal candidates are hands-on leaders who thrive in fast-paced hospitality environments. Key ResponsibilitiesOversee daily Ticket Office and Photo Department operations Maintain high guest service standards and resolve guest concerns Develop and enforce operating, opening, and closing procedures Schedule and manage staff based on cruise volume and events Lead hiring, training, coaching, and performance management Oversee POS systems, cash handling, reporting, and reconciliation Manage inventory, merchandising, and loss prevention Analyze sales trends and drive upsell/revenue opportunities Coordinate with Parking, Marketing, Events, and Operations teams Prepare operational reports and support budgeting efforts QualificationsAssociate's or Bachelor's degree preferred 3-5 years of management experience in hospitality, retail, or guest services Experience leading teams and managing multiple departments Strong leadership, communication, and problem-solving skills POS, cash control, and inventory management experience Flexible availability, including weekends and holidays Marine, tourism, or seasonal experience a plus Work EnvironmentFast-paced, high-volume setting Standing and walking for extended periods Occasional lifting up to 25 lbs. Waterfront and onboard vessel environments Why Join UsBe part of Pittsburgh's iconic riverboat experience Lead guest-facing, revenue-generating operations Dynamic, team-oriented work environment Competitive pay and benefits (as applicable)