Guest Services Manager

Andrew Jackson Foundation

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Job Summary

The mission of the Andrew Jackson Foundation is to preserve The Hermitage, the home of President Andrew Jackson, to create learning opportunities, and to inspire citizenship through experiencing the life and unique impact of Jackson.

 

Job Summary

The Guest Services Manager is responsible for the daily operations of the Guest Services team in greeting and directing guests throughout The Hermitage property, according to the goals of the interpretive and strategic plans. Also responsible for oversight of the Volunteer Program, from recruitment to placement. The Guest Services Manager also routinely measures the guest experience to identify areas for improvement.

Job Responsibilities

Accountabilities

1.  Guest Relations

• Maintains a broad and general knowledge of Museum and interpretive programs and offerings including calendar of events, public programs, special and private events, membership levels and benefits, and school programs, as well as awareness of interpretive and outreach programs occurring off-site and available to the public.
• Maintains communication with Ticket Office to keep Guest Services staff informed and able to assist guests with ticket-related issues.
• Plans and oversees the guest feedback process and creates summary reports for organizational leadership including recommendations for improvement.
• Follows-up with the guests as needed to ensure all visits are positive and guests feel the value of the ticket investment met their expectations.
• Ensures Guest Services staff guide or escort guests on the property via golf carts as needed.
• Evaluates interpretive aides/resources, devices, and signage to ensure guests receive the best quality experience every visit.
• Assists Education and Group Tour Sales with the reception of groups, providing them with on-site orientation and welcome.

 

2.  Staffing and Training

• Completes Certified Interpretive Host training and incorporates new techniques and skills into staff training.
• Supervises and coordinates all activities for the Andrew Jackson Visitor Center including interpretive audiovisual materials, accessibility tools, printed guides, and volunteers.
• Notifies appropriate IT contractors or staff regarding operations of theater equipment. and museum electronic media.

• Interviews and hires new Guest Services associates.
• Acts as expert in guest services, developing and delivering periodic training to all members of The Hermitage staff in appropriate customer service behaviors.
• Trains and retrains Guest Services associates in all areas of job duties and develop corps of team leads to operate in Manager’s absence. Conducts quarterly training initiatives for Guest Services team.
• Coaches, counsels, and disciplines associates as needed and effectively recommends suspension, and/or termination.

• Schedules guest services staff and volunteers based on attendance and site activities.
• Ensures staff is trained and equipped to provide basic first aid and is prepared to act in an emergency; ensures safety of staff and visitors by looking for, and reporting all, safety concerns to Security.

 

3.  Financial Management: 

• Prepares and monitors budget for the Guest Services department.

• Establish and maintains labor costs within budget.
• Conducts monthly reconciliation of audio/multimedia tour equipment and serves as Hermitage operations liaison with audio/multimedia tour provider to make sure equipment is operational and appropriate inventory on hand.

 

4. Volunteer Coordination:

• Serves as primary point of contact for all volunteers. Identifies the skills and interest of each volunteer candidate and presents these to the department that would best suit the volunteer.
• Receives, maintains, and secures all necessary paperwork for Volunteers, including background checks, liability waivers, and personal information. Maintains all Volunteer databases and scheduling platforms, such as Volgistics.
• Works with other departments to identify volunteer opportunities and to coach department staff on working with volunteers.
• Provides all orientation training. Coordinates additional task training with appropriate department managers.
• Promotes and encourages Volunteers through relationship building, service recognition, and timely communication.

Qualifications

Qualifications:  

• BA/BS preferred.
• Minimum of two years non-profit experience
• Strong organizational and prioritization skills.
• Demonstrates initiative in developing and implementing plans
• Demonstrates ability to receive and give feedback.
• Role models teamwork, has good interpersonal and supervisory skills
• Demonstrates commitment to policy and procedure while balancing necessary flexibility
• Able to work evenings and weekends, when necessary
• Excellent speaking and writing skills

Additional Information

Benefits

How to Apply

To apply send resume and cover letter to jobs@thehermitage.com. No phone calls please.

Applications should be submitted by November 30, 2021 for consideration.

Details

• Date Posted: November 12, 2021
• Type: Full-Time
• Job Function: Programs and Service Delivery
• Service Area: Arts / Culture
• Working Hours: 40 hrs/wk