Felix & Paul Studios

Guest Experience Manager

Guest Experience Guide

Marketing and Sales Specialist – Interstellar Arc

As Guest Experience Manager, you will design, refine, and lead the guest experience from arrival to departure for Interstellar Arc, an immersive attraction launching in Las Vegas. You will oversee the training, performance, and morale of the Guest Experience Guide team, ensuring every interaction embodies playfulness, empathy, and brand storytelling. This role is crucial for elevating every guest journey through interactive storytelling, mixed reality, and engineered environments, fostering joy, inclusivity, and imagination.

<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About Interstellar Arc</h3><p class="my-4 text-gray-700 leading-relaxed">Interstellar Arc is the newest immersive attraction from Emmy®-winning creators Felix & Paul Studios, known for redefining cinematic VR and location-based experiences. Launching at AREA15 Las Vegas in October 2025, this multi-sensory journey transports guests to the exoplanet Arcadia—11.4 light years from Earth—through interactive storytelling, mixed reality, and engineered environments.</p><p class="my-4 text-gray-700 leading-relaxed">Designed to spark curiosity and connection, Interstellar Arc blends high-tech immersion with human-centered hospitality. Guests explore humanity’s future in space while engaging with narrative zones, VR-enhanced missions, and collaborative play. It’s not just an attraction—it’s a launchpad for joy, inclusivity, and imagination.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Mission: Elevate Every Guest Journey</h3><p class="my-4 text-gray-700 leading-relaxed">As Guest Experience Manager, you’ll be the architect of joy—designing, refining, and leading the guest experience from arrival to departure. You’ll oversee training, performance, and morale of the Guest Experience Guide team, ensuring every interaction is infused with playfulness, empathy, and brand storytelling.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Core Responsibilities</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Develop and implement guest service standards and training programs</li><li class="leading-relaxed">Coach and mentor team of HEXO Operators, fostering a culture of creativity and accountability, while leading by example, motivating the team to deliver exceptional service, and driving high levels of team engagement</li><li class="leading-relaxed">Monitor guest satisfaction metrics and lead service recovery initiatives</li><li class="leading-relaxed">Scheduling a team of up to 50 part time and full time HEXO Operators.</li><li class="leading-relaxed">Oversee the full operational cycle - from opening and closing procedures and ensure smooth day-to-day operations of the attraction in collaboration with other departments.</li><li class="leading-relaxed">Daily Throughput Optimization</li><li class="leading-relaxed">Partner with creative and tech teams to enhance immersive touchpoints</li><li class="leading-relaxed">Lead hiring, onboarding, and performance reviews for front-of-house staff</li><li class="leading-relaxed">Champion accessibility, inclusivity, and imaginative hospitality across all zones</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Ideal Candidate Profile</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Must be at least 18 years of age</li><li class="leading-relaxed">Must be legally authorized to work in the United States</li><li class="leading-relaxed">5+ years in guest experience leadership within attractions, museums, or themed retail</li><li class="leading-relaxed">Proven success in team development and guest satisfaction practices</li><li class="leading-relaxed">Strong storytelling instincts and comfort with immersive environments. <em>VR experiences a plus</em></li><li class="leading-relaxed">Experience with CRM tools, guest feedback systems, and performance analytics</li><li class="leading-relaxed">Passion for creating joyful, inclusive, and unforgettable experiences</li><li class="leading-relaxed">Willingness to work a flexible schedule including nights, weekends and holidays.</li><li class="leading-relaxed">Strong analytical and communication skills</li><li class="leading-relaxed">Ability to develop and implement process improvements</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Physical & Accessibility Considerations</h3><p class="my-4 text-gray-700 leading-relaxed">Interstellar Arc is committed to providing equal employment opportunities to all individuals. The physical demands described are representative of those that may be required to successfully perform the essential functions of this role. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Perks of Joining the Crew</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Competitive pay and flexible scheduling</li><li class="leading-relaxed">Discounts on retail, F&B, and partner experiences</li><li class="leading-relaxed">Health Benefits</li><li class="leading-relaxed">Paid time off</li></ul>

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<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">THE WOW</h3><p class="my-4 text-gray-700 leading-relaxed">Reporting to the Director of CRM & VIP, in this role you will be the groups subject matter expert when it comes to CRM lifecycle optimisation and performance, and the delivery of personalised campaigns, automated journeys and communication plans.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">A FLAVOR OF WHAT YOU’LL BE DOING</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed"><strong>Group CRM Strategy:</strong> Drive implementation of the CRM lifecycle and automation strategy across the group.</li><li class="leading-relaxed"><strong>Optimise CRM Performance:</strong> In collaboration with Analytics, support the CRM teams in the design of a hyper-segmented campaign schedule to drive incremental revenue by optimising conversion, early life, retention, reactivation, and x-sell.</li><li class="leading-relaxed"><strong>Automation:</strong> Drive efficiency across the CRM teams by ensuring full automation of customer journeys and engagement programmes.</li><li class="leading-relaxed"><strong>Optimisation Initiatives:</strong> Use the insights gained during the monthly CRM business review to initiate key projects with the objective to drive positive month-over-month changes in CRM KPIs.</li><li class="leading-relaxed"><strong>CRM Database Ops:</strong> Ensure that our CRM teams understand the service offered by the CRM Database Ops function and can exploit our considerable data assets and predictive models to build complex segmentation and automated journeys.</li><li class="leading-relaxed"><strong>Audience Segmentation:</strong> Work with the data product team and analytics to enhance audience segmentation, machine learning models, and campaign performance reporting.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">WE ARE LOOKING FOR</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">5+ years CRM experience in leadership roles essential; ideally gained within the online gaming industry.</li><li class="leading-relaxed">Whilst you may not be strong in technical know-how, you are comfortable managing a team responsible for our CRM Database Operations, campaign segmentation execution and SQL tools.</li><li class="leading-relaxed">Strong understanding of the campaign targeting toolkit, which includes data interrogation, data manipulation, and campaign management.</li><li class="leading-relaxed">You are a strong leader, and you believe in the power of teams and capable of managing and educate a team to drive the commercial agenda.</li><li class="leading-relaxed">Experience from working in SQL and Qliksense.</li><li class="leading-relaxed">Bachelors/Master’s degree in a business or technology discipline or equivalent work experience.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">WHAT WE OFFER</h3><p class="my-4 text-gray-700 leading-relaxed">Much like a rollercoaster, life at Betsson Group is fast-paced, full of twists and turns, and always exciting. With more than <strong>2,800</strong> colleagues representing over 75 nationalities <strong>across a global network of offices</strong> - including <strong>1,500</strong> at our operational headquarters in Malta - every day brings new challenges and opportunities to grow. It may not be for the faint-hearted, but if you thrive on innovation, enjoy pushing boundaries and want to be part of a diverse, international team, then you’ll fit right in at Betsson.</p>

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Guest Experience Manager

Guest Experience Guide

Marketing and Sales Specialist – Interstellar Arc

Job Details