Director of Guest Services
Salary: $58,000 - $62,000
Supervisor’s Title: President
Employees supervised: Guest Services Administrators, Volunteer Administrator, Retail Fulfillment Coordinators
Work Summary:
The Director of Guest Services is responsible for tour and retail operations at four historic Chicago area sites, oversight of volunteer operations, staffing, evaluation of guest experience, preparation of guest services budget, and financial reporting. The director collaborates with other senior staff on audience development, product development, operational efficiency, and strategic initiatives.
Duties:
- Manages smooth and efficient daily operations of guest services functions at four historic Frank Lloyd Wright sites
- Ensures exceptional service to guests
- Monitors tourism and retail revenue
- Develops and manages guest services annual budgets
- Tracks and analyzes key performance indicators to identify areas for improvement
- Utilizes interpersonal and communication skills to lead, influence, and encourage direct reports to meet goals
- Measures and evaluates retail performance
- Administers inventory management of merchandise in shops and fulfilment center
- As a team member of the Trust, demonstrates positive interpersonal skills that promote productive communication, friendliness, respect for all positions, maintenance of confidentiality and success of the organization.
- Performs other duties as assigned.
Qualifications:
Minimum 6-years of experience in operational and fiscal management of cultural tourism and related retail, preferably in a museum setting. Supervisory experience. Excellent organizational skills and attention to detail. Computer skills to include Microsoft Word, Excel, and Office 365
Environment:
Position requires regular computer and phone communications and travel to multiple site locations. The workplace is a smoke- and drug-free environment. Equal opportunity employer.
Health and Safety Requirements/Instruction:
Employees advised on OSHA standards through required signage and administrative updates compliant with federal and state law.
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.