Santaland Manager, Herald Square

Macy’s Santaland Managers report into the Macy’s Santaland Operations Manager and are a key part of the leadership team of Macy’s Santaland. Managers assist with the pre-season operational and facilities preparations and transition into oversight of the day-to-day operations and customer experience once the attraction is open. Managers must understand all aspects of the experience, including reservation process and the customer journey. Managers will support both back-of-house and attraction floor management. Managers will be expected to interface with customers and guests and provide the highest level of customer service at all times. Support staff and casted characters throughout the attraction will rely on direction from Managers for shifts and position assignments.

What You Will Do

• Pre-Season Operational Support:
  • Preparing Santaland attraction and back of house areas for the holiday season. Duties may include maintenance and repairs on holiday tableaus, e.g. laying snow, stringing lights, cleaning/dusting, painting, gluing, fabricating, and installing show elements, utilizing power tools and art supplies. ,
• Customer Service and Understanding the Customer Journey:
  • Responsible for becoming an expert on the customer journey in order to provide the highest level of customer service: maintain expert understanding of the guest reservation platform and have an innate ability to support customers with making reservations, answering questions about the reservation platform, and troubleshooting issues
  • Demonstrated experience in responsibly de-escalating and managing through employee relations issues, as well as customer disputes and/or concerns.
  • Ability to manage through challenges with the utmost discretion, and an understanding of legal and ethical obligations to colleagues and the company.
  • Interface with guests and address special needs and/or concerns; report to situations that have been escalated from staff on the attraction floor during show hours
• Attraction and Staff Management:
  • Develop expert understanding of the customer journey throughout the attraction and what each scene entails from set pieces, to casted characters, and scripted components—address any issues and deploy staff as needed
  • Work with Operations Manager to develop and lead staff trainings on the attraction and various staff positions throughout
  • Daily deployment of staff and staff management
  • Facility maintenance of attraction and BOH areas throughout the operating season
  • Ensure safety guidelines are being adhered to at Santaland and on location.
  • Provide feedback and direction to staff both on their performance and on operational functions
  • Manage crowd control plans and support with execution of those plans as needed throughout the season
  • Work along side diverse team and be a team player