Guest Relations & Events Manager

Phoenix, AZ

Guest Relations & Events Manager

Position Summary:

World of Illumination is searching for a highly skilled and dynamic Event/Guest Relations Manager to join our team. This individual will play a crucial role in ensuring World of Illumination is searching for a highly skilled and dynamic Event/Guest Relations Manager to join our team. This individual will play a crucial role in ensuring exceptional guest experiences during our Holiday Drive-Through events.

Salary / Benefits / Perks:

$52,000 - $55,000

About the Role:


  • Takes pride and initiative in their work.
  • Goes above and beyond to enhance the customer experience.
  • Demonstrates strong communication skills and can convey clear, concise messages to different levels of management and staff.
  • Possesses effective listening skills to understand and resolve customer issues.
  • Can efficiently manage a team of Guest Relations Representatives.
  • Works well within a team.
  • Is a quick learner 
  • Is flexible and can adapt positively to various situations.
  • Exhibits strong presentation skills.
  • Is highly self-motivated and reliable.


Event Management:

  • Participate in the Event Manager training program by conducting and developing training sessions alongside the VP of Operations.
  • Provide guidance and support to Event Managers, offering resources and feedback to improve their performance.
  • Conduct ongoing training sessions with Event Managers during the season to ensure they are up to date with the latest park information.
  • Ensure Event Managers are fully briefed and equipped with all necessary documentation in order to provide the best park experience. 
  • Assist with organization of Front of House equipment such as supplies, ticket scanners and iPads. 
  • Assist with configuring and organizing event reports such as phase sheets and production reports.
  • Assist with Off-Duty Officers schedule

Guest Relations:


  • Subject matter expert with our company Customer Support Experience software - Zendesk. 
  • Configure Zendesk according to our company’s needs. 
  • Ensure all tickets are being responded to in a timely manner 
  • Define user roles & permissions to agent control access and ensure it is up to date.
  • Ensure each customer inquiry or issue is represented as a ticket to ensure optimal guest solution & agent accountability. 
  • Categorize and priority tickets using tags, ground and custom fields. 
  • Create and update automations and triggers to streamline ticket routing & responses. 
  • Set up the knowledge base within Zendesk to provide self-service options for customers. 
  • Populate the knowledge base with articles, FAQs, and tutorials to address common questions. 
  • Provide training to representatives on how to use Zendesk effectively. 

Guest Engagement & Communication

  • Act as the primary point of contact for guest inquiries, requests, and concerns. 
  • Provide information about the World of Illumiantion’s services and event details. 
  • Deliver concise, clear, and accurate information to all guests 
  • Prepare reports on guest satisfaction and trends. 
  • Manage guest databases for follow up and marketing purposes. 
  • Create events in our ticketing system 
  • Adjust events based on park needs during the season.

Issue Resolution 

  • Listen attentively to guest concerns and complaints in order to resolve them promptly and effectively. 
  • Maintain a log of guest feedback and report trends to the management team. 
  • Assist guests with any ticketing needs such as but not limited to, rescheduling, refunds and redemptions. 
  • Collaborate with other departments to address and resolve issues. 


  • Manage the Guest Relations team, ensuring proper training and consistent feedback.
  • Ensure the Guest Relation team is properly resolving guest inquiries using all Guest Standards. 
  • Create a Guest Relation Representative schedule and ensure proper coverage for all necessary dates. 
  • Handle emergency situations with professionalism and composure.  
  • Regularly assess the performance of staff to ensure daily goals are being met. 
  • Set clear goals and expectations for the team 

Desired Qualifications:


  • 3+ years of experience in the Guest Experience or Customer Service field.
  • Experience in training others at all levels.
  • Live entertainment experience.
  • Bachelor's degree in a related field.
  • 2+ years of management experience.
  • Knowledge of Zendesk.
  • Online Event Ticketing experience.

What We're All About:

We are all about leading the pack, producing innovative and unforgettable experiences with light and sound experiences. Founded in 2016, World of Illumination is an ever-expanding group of individuals committed to creating the most energizing, awe-inspiring, immersive experiences. From start to finish, we make enlightening transformations in collaborative entertainment.

Apply Here

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