Director of Guest Experience [The Mob Museum, Las Vegas, NV]

Description

The Mob Museum, the National Museum of Organized Crime and Law Enforcement, is a nonprofit museum with a mission of advancing the public understanding of organized crime’s history and impact on American society.  The Museum is an acclaimed cultural attraction, presenting authentic stories via interactive exhibits, original multi-media, one-of-a-kind artifacts, and dynamic programming. The organization has been recognized as a Top Workplace in Las Vegas.  For more information, visit www.themobmuseum.org

Position Overview:

The Director of Guest Experience is responsible for the daily public “performance” and the cross-departmental collaboration that ensures continuous improvements in all aspects of the guest experience. The Director is charged with the direct oversight of employees and volunteers who operate the Box Office, Exhibit Floors, and other public spaces. In addition, this individual leads the Manager-on-Duty rotation and ongoing efforts that position the Museum as an entertaining, accessible and inclusive venue, with a reputation for exceptional service. Reporting to the Executive Director & CEO, the Director of Guest Experience is a key member of the senior executive team, providing strong leadership in support of the mission, vision, and values of the organization.

Major Tasks and Responsibilities:

• Serve as the senior guest relations executive, advancing a culture of world class service in all guest interactions and contact points between the Museum and the public.
• Actively contribute as a member of the senior management team that determines institutional goals and strategies.   Participate in key decision-making for the organization.
• Lead the Manager-on-Duty rotation, which holistically manages the daily operation, ensuring a seamless delivery of high quality service and the appropriate response to a-typical situations.
• Oversee the presentation and staffing of all welcome and orientation areas, exhibit floors, and other spaces that are utilized by the public.  Establish standards and expectations for staff conduct.
• Provide direct supervision and professional development of management team responsible for frontline services, ensuring appropriate supervision, coaching, and modeling of behaviors that are consistent with exceptional hospitality.
• Build and lead a team of paid/volunteer Educators, comprised of diverse individuals who are energized by the subject matter and possess a total guest orientation.
• Manage the Box Office and Concessions staff and spaces, ensuring proper cash control, effective use of the ticketing system, and the processing of sales that is highly efficient, always courteous, and exceptionally friendly.
• Be present in the public spaces, directly observing the quality of the guest experience on a frequent basis.  Provide related insights and direction, representing the “guest perspective” in management meetings.
• Lead the inter-department collaboration that focuses on continuous improvements and aspires to performance excellence in all areas impacting the guest experience.
• Oversee the ongoing refinement of standard operating procedures, including individual and group welcoming, ticket purchasing, exit/entry procedures, exhibit queuing, etc.
• Ensure the provision of specific training opportunities that elevate the performance of frontline staff members.
• Develop and implement methods of evaluating the overall guest experience, including but not limited to comment cards, surveys, online reviews, and focus groups.
• Institute performance monitoring systems, in collaboration with appropriate departments, to track satisfaction with all contact points between Museum and public.
• Establish metrics and dashboards related to the guest experience, allowing for a common understanding of organizational performance over time.  Coordinate prioritization and follow-up for areas of improvement.
• Collaborate with Marketing Department and others, as necessary, to implement guest surveys and focus groups that elicit actionable feedback.
• Continuously refine staffing levels to maximize efficiency and optimize budgetary impact.
• Create and implement programs that incentivize, recognize, celebrate, and reward behaviors that are consistent with a total guest orientation.
• Collaborate closely with other members of management to ensure readiness for handling building evacuations, guest injuries, and other potential emergency situations.
• Identify ways to improve accessibility and inclusion for all Museum visitors.
• Collaborate with Marketing and Finance departments to monitor and interpret attendance data.
• Lead all complaint handling and service recovery efforts, in person, via phone, or through written correspondence.
• Collaborate with the Marketing and Development teams on strategies for rewarding guest loyalty, converting member prospects, and developing membership perks.
• Manage department budget and provide explanation for financial results.   Initiate discussion with Finance department and proactively institute expense adjustments, when necessary.
• Assist in the coordination and execution of special events, including the scheduling of paid staff and volunteers, and providing operational assistance as necessary.
• Provide operational assistance for special programs, educational outreach, and promotional efforts.
• Seek opportunities to recruit volunteers.  Develop relationships that will deepen commitments and enhance volunteer contributions over time.
• Stay abreast of organizational and community happenings such that staff will be knowledgeable and readily disseminate relevant information to guests.   Ensure the active promotion of upcoming programs and events.
• Demonstrate leadership in fostering an organizational culture that values innovation, promotes inclusion, and inspires excellence in the work environment.
• Collaborate with the Director of Content to provide Educator staff with training and informational resources relating to the content of the exhibits.
• Provide the means and support for Educator staff to continually grow content knowledge, pedagogical skills, and ability to participate in development of new mediated experiences (ie – tours, activities, etc.)
• Identify ways to inspire and galvanize entire organizational staff to provide world-class service.  Provide professional development for all staff in the realm of guest relations, promoting a total guest orientation and providing the tools for staff to achieve success.

Requirements

Experience / Qualifications / Requirements:

• A minimum of 8 years of experience in hospitality/customer service discipline. Prior experience in a museum, cultural, or entertainment attraction is desired.
• Proven track record of developing, building, motivating, training and supervising a strong team of employees.  No less than four years of supervisory experience.  Prior experience engaging volunteers is desired.
• Extensive experience interfacing with frontline and back-of-house operating units, complemented by a strong knowledge of issues surrounding infrastructure needs in a high-volume, service environment.
• Prior experience with box office or retail functions, including familiarity with proper cash handling practices.
• Demonstrated ability to oversee individuals responsible for disseminating large amounts of information and complex messages and content.
• Exceptional leadership and management skills, with the ability to engage a diverse range of individuals in matters of vision and strategy, as well as day-to-day workplace issues.
• Demonstrable sensitivity and awareness of issues relating to access and inclusion.
• Able to take ownership of problematic situations using proper judgment to find possible solutions or alternatives.  Leadership skills necessary for responding authoritatively under stress.
• Superior interpersonal, facilitation, and public speaking skills.   Prior experience with crisis management and service recovery.
• Proven ability to engage individuals of diverse backgrounds and experiences.
• Passion for creating a world-class museum that is unrivaled in content and recognized for a truly outstanding guest experience.
• Enthusiasm for working in an organization where change is frequent, structure is evolving, and flexibility, teamwork, and good humor are absolute necessities.
• CPR/AED certified.
• Working knowledge of development, marketing, public relations, and informal educational programming is preferred.
• Creative, energetic attitude with an aptitude for innovation.
• Proficient computer skills in MS Word, Excel, and PowerPoint. Database and additional software knowledge is preferred.
• Able to constantly operate a computer, phone, or other office productivity machinery.
• Able to stand for extended periods, regularly traverse between and throughout the exhibit floors, occasionally traverse outdoors, and to meet the physical demands of leading building evacuations and responding to other emergency situations.

Education:  Bachelor’s degree in a related field.