Director of Guest Services: Forever Playland


The Director of Guest Service is a member of the senior management team with Forever Playland by Stromatica. The director is responsible for ensuring a quality guest experience at Forever Playland, including, but not limited to, registration, verification policies, and the end-to-end customer service experience. The person in this role should be a self-starter, an excellent problem solver, calm under pressure, and thrive in team environments. We are looking for someone who can think outside the box and bring new ideas to help drive our vision of adventure.

The primary duties of the director will be to:

  • Collaborate with fellow directors to set up, maintain and manage convention registration software, policies, and procedures

  • Work closely with the leadership team to develop and recommend innovative registration and verification process 

  • Maintain and update procedures for commonly asked customer service questions to address various issues, including safety, security, and accommodations.

  • Develop a guest services standard operating manual for the day of convention volunteers on how to interact with guests, resolve conflict, and provide top-tier customer service.

  • Works Closely with the communication team to respond to social media posts requiring Forever Playland response, monitors and responds to systems tickets requiring Forever Playland customer service response.

  • Fully participate in Forever Playland leadership meetings

  • Be available on-site to manage Forever Playland registration and on-site customer service for the duration of the convention in 2023

  • Excellent verbal and written communication skills 

The director of guest services will lead a team of coordinators and volunteers to help achieve their objectives. This role reports to the Forever Playland assistant convention director and – like all positions on the FPL board- is a volunteer position. Please send resume and cover letter to [email protected] with the subject line Guest Services Application.