Director of Guest Services

Thanksgiving Point
  • Post Date: 04/03/2021
Job Overview

The Guest Services Director will oversee the visitor experience in the five Thanksgiving Point venues, the gifts shops, and information operations. She/he is responsible for directing personnel and resources to ensure guests have a remarkable museum experience. She/he is responsible for managing the Venue Management Team and working closely with this Team, as well as other departments, to maintain and improve the quality of the guest experience and enhance visitor satisfaction. She/he is responsible for responding to any guest concerns and coordinating and communicating new initiatives and programs related to guest experience. Responsible for developing and maintaining a strong and cohesive management team. Oversees all activity maintaining the highest standards in innovative guest services, cost control, budgeting, cleanliness, safety, and organization. Embraces and helps team fulfill Thanksgiving Point’s “Welcoming All” initiatives and works to deliver our mission of “cultivating transformative family learning” for all visitors.

 

ESSENTIAL DUTIES / RESPONSIBILITIES :

Guest Services / Operations

  • Support the Thanksgiving Point mission, values, vision, and commitment to the visitor experience, and community engagement.
  • Creates systems and standards across venues, including scripts that reinforce the Institute goals while achieving sales goals, membership goals, and business development.
  • Participate in a culture of ongoing learning, collaboration, innovation, and creativity across all departments.
  • Provides strategic-level oversight of all visitor-experience related activities and programs.
  • Participate in and help drive institutional planning that touches on all aspects of visitor welcome and wayfinding, customer service, and sales.
  • Works to understand and implement industry “best practices” to stay current and deliver the best possible experience.
  • Responsible for creating a positive and motivating work environment.
  • Assists managers in day-to-day operations. Ensures that Venue Managers have the necessary tools to be successful.
  • Manage information desk, including knowledge and information transfer, phone calls, emails, visitor service procedures, documentation, material inventory and distribution.
  • Oversees and works closely with retail/gift shop manager.
  • Ensures outlets are properly staffed, staff are trained and are following established guest service models and standards.
  • Schedules, attends, and participates in Thanksgiving Point and staff meetings as required.
  • Monitors employee moral and oversees the timely reviews for all management.
  • Practices safe and responsible business operations as well as maintaining clean and orderly work areas.
  • Plans and approves the hiring practices for all venues, gift shops and information.
  • Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

 

Financial Responsibilities

  • Develops operating budgets for each department.
  • Works with department managers monitoring daily sales, labor, reports. Takes corrective action as necessary to help achieve budgeted goals.
  • Participates in monthly P&L meetings, detailing and reviewing financial performances of each department and the department.
  • Assemble and analyze relevant admissions data, and prepares and delivers weekly, monthly, and other reports as requested as related to venue admissions and sales.
  • Develop and maintain budgets in alignment with goals and efficiency targets.
  • Oversees the budget and purchasing of all purchases of supplies and all other operational expenses.
  • Manages invoicing, purchasing, inventories and works with the accounting team to ensure and accurate coding and data.

 

EXPERIENCE & EDUCATION:

  • Bachelor’s degree preferred.
  • Minimum 3-5 years’ experience Visitor Experience or Business Manager in high volume multi-unit resort, Museum or equivalent.
  • Prior experience with high volume, fast-paced operations.
  • Knowledge of budgets and contracts.
  • Must possess excellent interpersonal, customer service, financial analysis, communication, team building and problem-solving skills.
  • Front-of-house museum, retail, or related guest services management experience.
  • Knowledge of computer software applications in word processing, spreadsheets, database, presentation software (Outlook, Word, Excel, Access, PowerPoint), P.O.S., ticketing, online sales software a plus.

 

PHYSICAL DEMANDS & WORK ENVIRONMENT:

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Physical requirements include stooping, kneeling, bending, standing, squatting/crouching, crawling, pushing/pulling, reaching above the shoulders, and lifting to 25lbs. Must be available to work weekends, holidays, and/or evenings.