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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The Service Engineering Manager at Thales Netherlands is responsible for designing, setting up, and implementing new or modified services for clients. This involves defining service requirements, processes, KPIs, and estimating costs, as well as leading the development of new tools and instructions. The role requires collaboration with various teams to enhance service maturity and customer satisfaction, working independently during both bid and project phases to ensure successful service handovers. The position is based in Huizen, Netherlands, and requires a technical business background and ITIL knowledge.

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<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About us</h3><p class="my-4 text-gray-700 leading-relaxed">Active in the Aerospace, Defense, and Security sectors, Thales Netherlands, with approximately 2,800 employees, is a top provider of high-tech jobs. Product innovation and quickly responding to the latest technological possibilities are our driving forces.</p><p class="my-4 text-gray-700 leading-relaxed">Striking examples include radar, communication, and command & control systems for naval vessels, and communication, security, and payment systems for businesses. Thales Netherlands is part of the Thales Group with 80,000 employees internationally in 68 countries. 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This includes the following activities:</p><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">You define the service requirements for the needs of both the customer and the Thales organization and align these with the Engineering Delivery Manager to jointly establish a project baseline.</li><li class="leading-relaxed">You define the associated new or modified service processes, KPIs, and determine their impact on the existing organization.</li><li class="leading-relaxed">You gather cost estimates for setting up and executing the services and contribute to preparing customer quotations.</li><li class="leading-relaxed">You are in the lead to set up and configure new processes and instructions for services and the associated tooling.</li><li class="leading-relaxed">In addition, together with the operational management organization, you keep the service processes and instructions in our quality management system up-to-date.</li><li class="leading-relaxed">You identify possible improvements in the services and associated processes and instructions and address them together with the main stakeholders.</li><li class="leading-relaxed">You collaborate with all disciplines within management and the development department (engineers) to continuously increase the maturity of our service organization.</li><li class="leading-relaxed">You are part of a results-oriented team to maximize and optimize our customer experience together with other internal disciplines.</li><li class="leading-relaxed">You work independently and have a very high degree of self-management.</li></ul><p class="my-4 text-gray-700 leading-relaxed">You perform these activities as a contributor or as a responsible work package manager during the bidding phase of a new opportunity and also during the project phase after customer signing until handover to the Service Delivery Manager.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About the job</h3><p class="my-4 text-gray-700 leading-relaxed">As a Service Engineering Manager, your primary focus is to translate new service needs or changes into requirements and a baseline for implementation, including the impact on the existing organization. During the bid phase, you work in a multidisciplinary team led by a capture lead on an offer for the customer. Here, you collaborate with an Engineering Delivery Manager who focuses more on technical requirements, while you contribute the service processes and necessary tooling and organization. During the bid phase, you also ensure that costs are estimated, partly by yourself with input from and in consultation with the standing service organization. You also provide texts and the necessary structure for the offer to the customer and record all this in a service file.</p><p class="my-4 text-gray-700 leading-relaxed">After the customer has approved the offer, you are part of the project team to develop and roll out the relevant service processes and everything that goes with them to the existing organization. The end result is a successful handover of the new services or service changes to the existing service organization.</p><p class="my-4 text-gray-700 leading-relaxed">Apart from the bid or project, there are internal improvements to service processes, tooling, and organization. Internally coordinating, developing, and rolling out these improvements are also part of your tasks as a Service Engineering Manager.</p><p class="my-4 text-gray-700 leading-relaxed">Your regular workplace is Huizen, but depending on the stakeholders you interact with, it can also be at other locations. Both other Thales branches and customer locations.</p><p class="my-4 text-gray-700 leading-relaxed">So, you particularly enjoy being broadly deployed in multidisciplinary teams and collaborating with various stakeholders to sell, shape, and roll out new services.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About you</h3><p class="my-4 text-gray-700 leading-relaxed">You have an HBO+ work and thinking level with a (technical) business background or something similar with knowledge of logistical concepts, service provision, and aftercare in a technical environment. Lean and process analysis and optimization are not unknown to you. In addition, you have an affinity for technical solutions and enjoy delving into such solutions and acquiring new knowledge. Process-oriented work in both setup and execution with financial insight is essential, where you can properly weigh both customer interests and internal Thales interests. You have ITIL knowledge and know how to apply and transfer it.</p><p class="my-4 text-gray-700 leading-relaxed">You are a team player within an independent and self-managing team. You are solution-oriented, responsible, and ensure neat administrative processing. You understand that accuracy and quality are more important than speed and that you always keep the customer experience in mind.</p><p class="my-4 text-gray-700 leading-relaxed">Good communication skills in both Dutch and English are a requirement for proper execution of the work. Since we work in a highly secure environment for both civilian and defense customers, successfully completing an MIVD-B screening is a requirement and "Dutch eyes only" applies.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Thales Offers</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">An interesting, preferably full-time job within a nice team in an international high-tech environment.</li><li class="leading-relaxed">Room and attention for personal development and own initiative.</li><li class="leading-relaxed">An open and flexible working environment where a good work-life balance is important.</li><li class="leading-relaxed">Good employment conditions, including 40 vacation days per year.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Interested?</h3><p class="my-4 text-gray-700 leading-relaxed">Want to apply directly? Click the "Apply Online" button below and use your personal account to express your interest to us.</p>

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Guest Experience Manager

Guest Experience Guide

Marketing and Sales Specialist – Interstellar Arc

Job Details