Guest Experience Manager [Annenberg PetSpace, Playa Vista, CA]

Description

Wallis Annenberg PetSpace™ is an independent charitable initiative of the Wallis Annenberg Legacy Foundation which strives to be a welcoming and nationally-recognized model education and animal care facility.  Working closely with the General Manager, this position will be responsible for the staff who interact with guests, volunteers, retail and marketing at PetSpace.

The mission of PetSpace is to promote and strengthen the human-animal bond—as well as to foster the understanding and enjoyment of companion animals—in a fun, engaging and interactive setting.  The PetSpace is a new state of the art animal care facility scheduled to open in January 2017, where people and pets connect. The campus, located in Playa Vista, includes state of the art animal care facilities with a vibrant, welcoming community center and will offer the following:

• Animal Adoptions – Pet adoptions in residence-like adoption suites.
• Learning Programs and Events – Classes, lectures and activities held in indoor and outdoor training areas for people and their pets, which is open to the community as well as educational institutions.  Special needs outreach programs are planned for schools, veterans, seniors and the like.
• Wallis Annenberg PetSpace Leadership Institute – The leadership institute will bring together civic leaders and prominent experts to promote and foster a national dialogue on human-animal stewardship.

ESSENTIAL JOB FUNCTIONS: The list that follows is not intended to be comprehensive; it is intended to provide a representative summary of the major duties and responsibilities of the position.  Incumbents may not be required to perform all duties listed, and may be required to perform additional, position-specific tasks. 

Reporting to the General Manager, the Guest Experience Manager will be held accountable for the following:

GUEST EXPERIENCE:

• Oversee all aspects of the guest experience, ensuring a truly memorable and fulfilling experience for each guest.
• Develop and maintain effective and efficient processes and procedures to ensure daily operations meet and exceed the expectations of the Trustees and the public.
• Create a customer-centered culture that identifies, nurtures, and reinforces visitor and guest experience as a primary value.
• Ensure the Annenberg PetSpace Guest Services staff are well managed and reflective of the culture of Annenberg PetSpace as a whole.
• Work with the General Manager to clarify objective and determine critical details to guide the operational execution within events.

RETAIL:

• Oversee Annenberg PetSpace retail operations.
• Develop and recommend retail products to extend the visibility, reach and impact of Annenberg PetSpace, including branded merchandise.
• Provide merchandising vision and strategy for retail space.
• Maintain and monitor budgets and inventories related to all areas of Guest Experience/Retail/Marketing.
• Manage and train Guest Experience staff, providing direction, goal setting, establishing priorities and delegating work, as appropriate.
• Oversee and monitor progress against goals and provide performance feedback, coaching, and training. Organize and lead regular staff meetings.

MARKETING:

• Supervise and guide a Web Marketing Associate on all aspects of Annenberg PetSpace communication projects.  Review work assignments and production schedules to ensure timely completion. Create timelines for projects and manage workflows.
• Guide the Associate to leverage leaders across the organization to synthesize ideas, develop cohesive plans, and play an integral role in helping shape content, particularly for the website.
• Oversee, develop and coach the Associate to implement a comprehensive, proactive communications and marketing tactics that aligns with Annenberg PetSpace goals and supports ongoing growth.
• Serve as PetSpace’s communications champion to develop and execute internal and external communication messages.
• Oversee content for print materials and online; update and maintain content on the Annenberg PetSpace website and social media; facilitate and ensure integration between all online communications and traditional print collateral.
• Creatively leverage web-based and social media technologies to reach target audiences and strengthen ongoing relationships.
• May assist in developing and implementing media plans, targeting mainstream and Los Angeles-based press as well as specialty and constituency-based media, trade publications, and web-based media.
• May supervise the writing and distribution of press releases and the arrangement of media events.
• Develop and execute a proactive media, crisis preparation, and prevention strategy; build relationships with key stakeholders, including journalists and bloggers.  Direct crisis communications and respond to media inquiries. Facilitate quotes and comments to press from key PetSpace personnel.

VOLUNTEER MANAGEMENT:

• Oversee guest services volunteers, including recruitment, orientation, training, scheduling, recognition and retention and on-going volunteer staffing.
• Create recruitment and scheduling strategy relating to Annenberg PetSpace volunteer needs.
• Develop volunteer orientation and training process.
• Collaborate with Animal Services Manager as it relates to volunteer hires, needs and scheduling.
• Create recognition and retention program to ensure volunteer engagement.
• Resolve volunteer questions and issues, as appropriate.

• Other duties, as assigned by the General Manager that are deemed necessary to support the Annenberg PetSpace mission.

SUPERVISORY RESPONSIBILITIES

• Guest Services Events Associate
• Marketing/Web Associate
• Guest Services Leads
• Volunteers

Requirements

KNOWLEDGE, SKILLS AND ABILITIES:

• Possess poise, professionalism, diplomacy, teamwork and the ability to interact with people from all walks of life.
• An individual who can contribute to the culture of respect for all individuals and animals.
• A self-starter who can work independently with little or no supervision.
• Strong administrative and organizational skills and attention to detail and accuracy.
• Effective written and oral communication skills with ability to compose routine correspondence.
• Impeccable integrity and ethics.
• Demonstrated ability to lead and manage a team.
• Strong team orientation and ability to work interdependently.

Education and Experience:

• Associate’s Degree (Bachelor’s preferred) plus at least five-seven years of guest experience, retail, marketing and volunteer management – or an equivalent blend of education and experience.
• Demonstrated proficiency in Microsoft Office Suite and POS software (i.e. ApplePay)

Working Conditions:

• Works primarily in a business office and retail environment – use of computers requires hand/wrist motion and visual focus – concentrated attention to detailed written documents.
• Local Travel may be required.

To apply for this position, please send a resume and cover letter to jobs@annenbergpetspace.org.  Please note “Guest Experience Manager” in the subject line.