Job Listing: Guest Experience Manager

Job Postings ,

 

Maymont - Richmond, VA

Open until filled

The Guest Experience Manager oversees communications and interactions with guests to ensure that they have consistent experiences at Maymont that delight, educate and inspire them. The manager will develop and implement customer satisfaction strategies and cross promotional opportunities for new and existing experiences within the 100-acre estate and park including orientation at all entrances, maps and way-finding, transportation services, digital and static signage, program promotion, distribution of promotional materials and parking lot services. The manager will serve as a brand ambassador before, during and after guests’ visits including incoming phone calls, email queries and on-site assistance. This position is responsible for admission and on-site program sales and promotion, retail products, vending, food services, and on-site fundraising-related transactions, as well as selecting and ordering retail merchandise and monitoring inventory at all locations across Maymont. The manager collects and tracks visitor data, reports monthly and annual visitation numbers, and conducts guest surveys. The Guest Experience Manager hires, trains, schedules and supervises guest experience staff and volunteers and oversees customer service training for all staff. In addition, this role supports the Maymont marketing department by entering event data on external websites, designing basic signage, preparing reports and other duties as assigned.

Essential Functions:

  • Manage and enhance the guest experience within the 100-acre estate and park professionally and efficiently to support the mission and financial sustainability of Maymont
  • Develop and implement guest experience strategies and cross promotional opportunities to engage audiences on-site and beyond
  • Ensure dissemination of accurate and timely information to guests and staff regarding Maymont’s programs, services, exhibits, support, opportunities and FAQs
  • Schedule, hire, train, and manage guest experiences staff, oversee customer service training for all staff, and ensure that the visitor desks at the Nature & Center and other guest services touchpoints are staffed appropriately
  • Fully manage the retail merchandise, vending and food service programs including purchasing, pricing, inventory, display and financial reporting and analysis
  • Own the guest survey process and consistently conduct guest surveys and analyze and report on data
  • Support marketing as needed including data entry for external and internal calendars and signage
  • Other duties as assigned

Competencies:

  • Excellent customer service skills and strategic thinking abilities
  • Demonstrated ability to collaborate within and across teams
  • Ability to professionally communicate both verbally and in writing
  • Strong analytical, data gathering, and problem solving skills
  • Strong attention to detail
  • Ability to work independently while leading and inspiring a team
  • Flexible, creative, and innovative
  • Ability to lead a diverse staff

Education & Experience:

  • 3+ years of customer service in retail, hospitality or similar guest-facing environment
  • Experience using point-of sale system; Cashier Live preferred
  • 2+ years of purchasing, inventory management, and merchandising preferred
  • 2+ years of basic financial and data analysis preferred
  • 2+ years of experience managing and scheduling employees
  • Bachelor’s degree in hospitality, management, or related field preferred
  •  Valid VA Driver’s License required

Physical Demands:

  • Frequent standing and walking for extended periods
  • Bending, stooping and lifting up to 50 lbs.
  • Ability to safely operate a motorized vehicle
  • Ability to work inside and outside in all weather conditions
  • Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus

See full description

Email your resume and cover letter. EOE.