Director of Guest ExperienceSpecific/Mandatory Duties: Supervises operations and managers in the areas of admissions, retail, food, lodging, and security.Leads the Guest Experience Department's efforts in ensuring a positive guest experience as it relates to daily attendance and special events.Reviews all departmental policies and procedures on at least an annual basis and revises/updates and establishes new policies as necessary.Provides leadership and oversight of the Guest Experience Managers and is ultimately responsible for all other Guest Service assistant managers, supervisors, full-time, part-time, and seasonal employees.Oversees related licenses and health permits.Responsible for budget development, oversight, and expenditures for the Guest Experience department.Works with IT and Finance to oversee and maintain online reservation system, coupon processing, and credit card processing.Collaborates with the Director of Environmental Engagement on messaging, content, and quality control.Provides input on the guest service impact of all new programs/projects.Assists in interviewing and hiring full-time and seasonal staff and determines appropriate staffing levels.Ensures staff schedules are completed by Guest Experience managers.Ensures payroll information is properly recorded and submitted by Guest Experience managers.Ensures Guest Experience employees have completed their assigned training.In conjunction with Guest Experience managers, develops product lists, determines retail pricing, orders, and maintains food/beverage items.Assists the Guest Experience managers with pricing, inventory management, staffing, and operational issues.Establishes and maintains an open line of communication with the Executive Director.Documents all disciplinary problems, reporting them to the Director of Human Resources.Develops a thorough understanding of the POS program to assist with questions and issues.Develops policies for all emergency and safety procedures and assures adherence to those policies.Develops and modifies all Guest Experience procedures ensuring that all staff members have a written guideline that matches current policy.Acts as a representative of the Fossil Rim, providing a positive example to all staff.Provides all guests with prompt friendly service.Strives to further the mission of the organization and supports Fossil Rim.Implements sustainable practices in daily tasks whenever possible.Establishes diversity, equity, access, and inclusion as a priority in all programs and activities.Performs other duties as assigned.Required Experience, Capacity and Skills: A Bachelor's degree in a related field such as Hospitality and Tourism or Business Management is desirable; years of experience may be considered in lieu of a formal degree.Five to seven years of professional work experience in Guest Experience.At least three years of management experience in a similar industry preferred.Five years of previous supervisory experience required.Administrative and organizational skills required.Computer and presentation skills required.Positive professional attitude.CPR/first aid training required.Ability to work a flexible schedule including evenings, weekends, and holidays required.Strong verbal and written communication skills required.Ability to plan and organize work efficiently and without direct supervision required.Ability to provide excellent guest service and uphold core values required.Ability to develop and maintain cooperative working relationships required.Ability to adhere to standard operating procedures including safety protocols required.Work Requirements: 40+ hours per week, requiring flexibility for after-hours and weekend emergencies.Weekend and evening hours are required due to seasonal demands.Irregular scheduling may occur, extending beyond the normal business day.Regular and dependable attendance is required.Willingness and ability to travel.Adherence to all rules and policies as stated in the employee manual.Attendance at all Management Group meetings.Ability to stand for long periods of time.The ability to lift up to 50lbs.Possession of a valid motor vehicle operator's license and a good driving record required.We are a Non-Profit organization and an equal employment opportunity employer and will consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity, national origin, protected veteran status, disability or any other protected classification under federal and state law. Fossil Rim is an "at will" and equal opportunity employer. It is company policy to conduct background checks on potential new employees, including drug testing. How to ApplyPlease apply through our website (https://fossilrim.org/career-internships/). WE DO NOT accept applications via email. Click the "Apply for this Position" button, fill out the form, upload the required documents, and click the "Submit Application" button. We require a cover letter, résumé, and contact information for 3 professional references.
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