Associate Attraction Manager (World of Coca-Cola)

The World of Coca-Cola, located in Atlanta, GA, the home of Coca-Cola, first opened August 02, 1990 and was relocated from Underground Atlanta to Pemberton Place May 24, 2007.  Currently, the World of Coca-Cola is the main attraction for The Coca-Cola Company.  It attracts over 1.2M visitors per year and is a key tourist attraction in the region. 

Position Overview:

The Associate Attraction Manager will oversee the day-to-day operations of The World of Coca-Cola. Alongside three other Associate Attraction Managers and supported by four Supervisors, this role will be responsible for ensuring best-in-class guest experience, efficient operations and will support the frontline Ambassadors in delivering memorable experiences to all our guests.  

 Each Associate Attraction Manager leads a core area of the building with focus on day-to-day performance, staffing, guest satisfaction, and team success. When serving as Manager on Duty (MOD), this leader has complete operational responsibility for the Attraction- making decisions in real time, solving problems with confidence, and ensuring excellence in every aspect of the guest and team experience. 

This role reports to the Senior Manager, Attraction. 

Primary Responsibilities/Accountabilities:

• Own daily outcomes by directing all activities in core area to achieve guest experience targets, revenue goals, and health & safety objectives. 
• Respond decisively to guest concerns, ensuring swift and professional resolution, and safeguarding brand trust and satisfaction. 
• Leads the recruiting plan for designated core area of responsibility and assists with recruiting efforts across the attraction, as required.   
• Design, approve, and maintain robust work schedules balancing training, PTO, and visitor volume to consistently achieve optimal coverage. Adapt plans quickly to cover absences or shifting demands to meet visitor volume needs.   
• Responsible for ensuring a premium employee experience. Guarantee that Ambassadors are trained, confident, and capable. Address performance gaps promptly with documentation, coaching, and partnership with HR. Celebrate wins and recognize outstanding contributions to reinforce a culture of excellence. 
• Offer on-the-floor guidance, feedback, and support to Supervisors and Ambassadors to elevate performance and engagement during each shift.  Champion consistent achievement of 90%+ Mystery Shop scores and ensure the operational standard always meets or exceeds expectations. 
• Develop and deliver feedback and recognition programs that enhance morale, foster retention, and align with Company growth behaviors. 
• Partner with Facilities to ensure the Attraction is always “show-ready” with minimal downtime and immediate responses to operational obstacles.
•   Work with supervisors, colleagues, and other stakeholders to guarantee a seamless guest experience across all touchpoints. 
• When acting as MOD, assume full operational responsibility from opening to closing- making independent decisions to protect guest experience, team wellbeing, and profitability. 
• Any other duties as assigned by the Associate Manager(s) or Senior Manager, Attraction. 

Leadership Behaviors:

As a member of the World of Coca-Cola Leadership Team, Managers are responsible for positively supporting the three pillars of Retail & Attractions (Guest Obsession, Employee Dedication & Profit Orientation) as well as The Coca-Cola Company Leadership Behaviors.

Physical Requirements:

• Continuous walking and/or standing for prolonged periods of time (6-8 hours).
• Ability to climb/navigate multiple levels of the building via stairs or elevator.
• Continuous exposure to outside temperatures including extreme heat or cold.
• Ability to visually assess gauges, meters, timers, and/or stock levels and react based on training with little to no guidance.
• Ability to reach over head to lift objects up to 20 pounds.
• Ability to push and pull objects up to 50 pounds.
• Ability to navigate through dark and work in enclosed spaces.
• Ability to work in noisy, crowded and tight spaces.

Education & Experience Requirements:

• High school diploma or equivalent.
• Minimum 2 years’ experience managing a diverse employee population, within a high-volume visitor attraction or similar location. Proven experience successfully leading an hourly workforce essential.  
• Strong verbal and presentation skills, multi-lingual skills a plus.
• Proven ability to adapt to change, work effectively under pressure, and produce accurate results in a fast-paced environment.
• Proficient in current rules governed by the Americans with Disabilities Act as they pertain to access and service.
• Able to remain calm under pressure.  Ability to work effectively with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy.
• Proven ability to deal with problems involving few concrete variables in a standardized method.