Company
Employment Type
- Full-time
- Job
Job Categories
- Visitor Services
Job Details
Job Overview
The Director of Guest Services is responsible for overseeing and carrying out Kingwood Center Gardens’ vision, mission, and core values by ensuring exceptional guest services and positive transformative experience. The Director strategically leads and manages the day-to-day and long-range goals of the department which consists of the Guest Services Manager, Safety and Security Supervisor, Venue Coordinator and Volunteer Coordinator positions. The Director personally models and leads the organization toward being passionately gracious hosts to guests and community partners while creating multi-generational connections to place and landscape.
The Director ensures that department staff work collaboratively in an organizationally conscious manner to meet common goals and priorities, balancing revenue generation against guest experience and satisfaction.
Duties and Responsibilities
• Provides business expertise and strategic perspective to identify, evaluate, develop, and drive improvement strategies in creating an exceptional guest experience and onsite revenue generation
• Assures training is in place to teach staff how to interact with guests in a positive/welcoming manner and connect guests to interest areas that deepen their experience of Kingwood
• Assures guest feedback programs are in place to collect meaningful data, measuring guest satisfaction, and identifies service gaps or improvement opportunities
• Participates in long range planning, the design and implementation of programs and projects as a leadership team member
• Provides recommendations for continuous improvements, increased efficiencies, and cost savings
• Cultivates collaborative, guest experience enhancing community partnerships
• Assembles and administers the department budget and provides periodic reports as needed
• Oversees and manages all aspects of Kingwood’s business relationships with food & beverage services, vendors, and their contractual agreements ensuring Kingwood Center Gardens’ highest quality standards are met
• Manages collaboration with the Daily Guest Manager to ensure staffing, back-up and requirements for events, exhibits, and programs are met prior to execution
• Develop a plan to position Kingwood as a top rental destination
• Provides strategic support to the volunteer coordinator and volunteer program, addressing ongoing and future needs of the organization
• Assures safety and security standards are implemented in a professional manner so guests experience a safe and secure environment
• Recruits, screens, and hires candidates for direct report positions
• Supervises, coaches, nurtures, and assesses the team and individual contributions of direct reports
• Collects, analyzes, and presents data regarding guest attendance, satisfaction of guest experiences as they relate to long range planning and budgeting
• Collaborates with other Kingwood staff in designing and executing programs, interpretation, events, and displays associated with yearly seasonal and occasional traveling exhibitions that are mission-centered, engage Kingwood’s community, generates revenue, or encourages visitation
• Completes special projects and other duties as assigned
Requirements
• Prolonged periods of continuous standing, sitting, or walking along with occasional stooping, bending, reaching, crouching
• Ability to lift 30 pounds occasionally
• Must be able to move around garden in all weather conditions
• Must be able to display integrity , model behavior, develop people and build teams
• Ability to work a flexible schedule including evenings, weekends, and holidays as needed
• Possess strong interpersonal and leadership skills
• Must be goal-oriented, flexible, and adaptable to potential unanticipated opportunities
• Must be able to organize workflows to ensure necessary details are captured and enacted
• Ability to prioritize work amongst competing set of tasks
• Ability to work with and supervise diverse staff and volunteers
• Possess verbal and written communication and interpersonal skills, including effective presentation, negotiation, and problems solving skills
• Ability to collaborate across departments and provide leadership support as required for special events
• Ability to related to, work with, and manage people of all ages, diverse backgrounds, skills and abilities
• Demonstrated ability with computers, Microsoft Office programs, social media platforms, and databases used for tracking organizational performance
Qualifications
• Bachelor’s degree or at least 5 years of demonstrated leadership and managing customer service and hospitality services
• At least 3 years of demonstrated success leading and managing a large diverse staff in a dynamic work environment
• Demonstrated ability to design and deliver customer service or quality control training programs
• Experience in non-profit management or leadership in a cultural institutional setting preferred
• Demonstrated conflict resolution skills
• Must have a valid Ohio Driver’s License
• Must pass a background check
• Must pass drug test
Please send resume and cover letter to humanresources@kingwoodcenter.org.
