Learn more and apply at: https://bit.ly/AsscDirGuestExperience Application Deadline: 10/3/2024 (11:59 PM Eastern Time)
Position Overview: The Associate Director of Guest Experience is an opportunity to assume a leadership role that combines a transformative understanding of customer service with daily oversight of our culture of hospitality. The Ringling receives over 400,000 visitors annually, and the Associate Director of Guest Experience will professionalize, train, and enhance our public-facing teams who welcome them. They will articulate a culture of hospitality in which all our visitors feel a sense of belonging in an accessible and inclusive environment. The Associate Director of Guest Experience will collaborate with internal stakeholders to build a training program and support system that aligns with our strategic plan, mission, and vision. Ultimately, all the staff and volunteers at The Ringling will benefit from this training and support.
Key Responsibilities:
- Develop and implement a comprehensive guest experience training program that aligns with The Ringling’s strategic plan, mission, and vision and establishes best practices in visitor engagement and customer service to foster a welcoming, hospitable environment.
- Have a transformative approach to our culture of hospitality by reinforcing a fundamentally customer service, visitor-oriented outlook by empowering employees and volunteers to view themselves as representatives of our mission, vision, and strategic plan.
- Provide guidance, support, and training to all public-facing staff and volunteers. Develop policies and procedures related to all aspects of the visitor experience cross-departmentally and in conjunction with Senior Staff to implement strategies to enhance the visitor experience campus-wide.
- Supervise the teams of Visitor Services and Events, setting high standards for customer service. Support operational effectiveness. Continuously improve the guest experience by troubleshooting real-time issues; settle visitor escalations positively and appropriately.
- Work with the Accessibility Team and HR on best practices for ADA compliance. Identify and resolve barriers to accessibility for visitors.
- Collaborate with the Associate Director of Academics, Innovation, + Research to measure visitor experience effectiveness. Monitor visitor feedback to assess visitor satisfaction and identify areas for improvement. Offer analysis of evaluative data to recommend improvements. Report back to Senior Staff about training and implementation on a regular basis.
- Define the needs of the guest experience by collaborating with Marketing & Communications on wayfinding, signage, maps, and other information and communication methods to ensure that visitors can access the entire campus. Recommend changes to the website, ticketing, and other visitor informational tools as appropriate.
Requirements
- Bachelor’s degree required; progressive work experience in museum services, with 5 years in a supervisory or managerial role.
- Proven experience in a similar role within a museum or cultural institution, with a strong background in visitor engagement and customer service. Demonstrated experience and excellence in customer service and operations and in developing and nurturing positive customer interactions.
- Experience with culture building that provides a sustainable roadmap to promoting organizational culture aligned with an organizational mission, vision, and/or strategic plan.
- Strong leadership and interpersonal skills, with experience in supervising and motivating staff.
- Exceptional verbal and written communication skills, with the ability to engage diverse audiences.
- Knowledge of current trends in museum visitor experience, educational theory, and audience development.
- Ability to exercise diplomacy and composure.
- Supportive to colleagues with an ability to work collaboratively across departments.
- This position requires successful completion of a criminal history background check to include fingerprinting.
Additional Details:
- Rate of Pay: Will be commensurate with the education, skills, and experience of the selected candidate. Anticipated to fall in the $85k – $110k range.
- Benefits Information: FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs. Use our interactive tool to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.
- Working Hours: Monday – Friday from 8:00 AM to 5:00 PM with a one hour meal period. This role is required to work a flexible schedule including evenings, weekends, special events, and holidays based on the needs of The Ringling.
- Work Location: 5441 Bay Shore Road, Sarasota, FL 34243
Categories: Job Postings