Director of Visitor Services

Director of Visitor Services
Filoli is a 654-acre historic site of the National Trust for Historic Preservation, located on the San Francisco Bay Peninsula near Woodside, CA, and one of the finest remaining country estates of the early 20th century. In this position, you have the opportunity to engage in the 2024 - 2028 Strategic Plan, centered on connecting to our community, and support the launch of a site plan and capital campaign designed to provide Filoli guests greater access to nature. Filoli's culture is rooted in integrity and we are accountable for our work, actions, and impact on our visitors, community, and environment. At the heart of Filoli's enchanting experience, our Director of Visitor Services is not just a role, but a mission to elevate the journey of every guest who steps into our world. Working at a beautiful historic house and garden, this is a full-time, exempt position which is flexibly scheduled with evenings and weekends. This position is also eligible for employee benefits: medical, dental, vision, life, LTD, Flex Plan, 401(k), vacation, sick leave and holiday pay. Data-Driven Strategy: Harness the power of data analytics to shape informed and innovative business decisions. You'll be the maestro of 'The Filoli Way' onboarding program, orchestrating a symphony of service excellence that resonates throughout the property.
Like a skilled conductor overseeing an orchestra, you'll ensure that every part of our visitor service ensemble operates in perfect harmony. Your oversight will not only align schedules but also inspire a symphony of seamless guest interactions and operational excellence across Visitor Services, Retail, Learning & Engagement and Events Rental teams.
Guide a team of passionate professionals, fostering a culture of excellence in visitor services, steering your team towards the shared vision of making every visit unforgettable.
Collaborative Enhancement of Learning and Events: As a pivotal partner to the Collections, Learning & Engagement and Event Rentals teams, you'll bring a dynamic touch to Filoli's educational, cultural, and event offerings. Together, you'll create a mosaic of memorable moments that reflect the beauty and diversity of our gardens.
A strategic thinker with a flair for data and analytics.
A charismatic leader with a passion for exceptional service.
An organizational wizard, adept at managing complex schedules.
Independently manage the Visitor Services Department in support of the overall strategic direction of Filoli;
Oversight for annual department planning and in creation of overall annual operating plans (as aligns with Strategic Plan);
Ensure Visitor Services Department is supporting and upholding Filoli policies and procedures;
Lead strategic hiring planning on behalf of all frontline facing teams (including Retail, Learning & Engagement, Event Rentals);
participates externally as needed (especially in partnerships);
Within Visitor Services, participate in local, regional and national conferences and conversations;
Visitor Services
Manage safety/emergency plans and supplies on property and participate or lead the response to emergencies, injuries or other like matters;
Extensive knowledge of Altru (or similar) ticketing software or equivalent program for visitation analysis and forecasting;
Oversee the scheduling function of all private tours and hikes;
Manage the organization's Master Calendar;
By developing and analyzing management reports of varying needs and complexities, analyze daily visitation and tour revenues;
Work with Collections, Horticulture and Property Operations to oversee security and public safety, including preventative strategies and basic conservation procedures;
Directly manage professional or area staff or relevant contract professionals: responsible for scheduling, training; In collaboration with the Chief Experience Officer, oversee all aspects of department budget planning and communication;
Responsible for training onsite staff and volunteers about visitor service procedures and policies;
Ability to provide the highest quality service to all customers in every interaction;
Uphold all Filoli's policies, procedures, guidelines and standards;
Visitor Services Manager (FT) and Visitor Services Scheduler (FT).


S. in Business Administration, Hospitality/Tourism Management, or related field OR a combination of equivalent education and directly related work experience.
VISITOR SERVICES EXPERIENCE - A minimum of 5 years' experience in mentoring, training and supervising hourly, full-time and part-time employees and providing front-line customer service (preferably in the hospitality industry or with a cultural institution) as well as working with a medium-to-large size organization in collaborative and cross-functional assignments. Proven track record of using data to make informed business decisions and predict frontline needs.
PEOPLE AND PROJECT SKILLS - Effective team leadership skills and cross-functional collaborative capacity. LEADERSHIP - Flexible, energetic, and outcomes-oriented self-starter who brings a creative approach to solving problems. Capacity to interact effectively and build partnerships with Filoli's many constituencies including staff, Board members, community partners and supporters, donors, members, visitors, and volunteers. Strong administrative skills. View racial and cultural differences as assets to the organization.
DIVERSITY, EQUITY, AND INCLUSION - Committed to Filoli's dedication to integrate accountability across all efforts to support and sustain a racially equitable organization. Promote processes and communication that encourage organizational cultural competence and inclusion.
COMMUNICATION SKILLS - Communicate (listening and speaking) effectively with visitors, staff, volunteers and emergency responders. DECISIVE NATURE - Well-honed ability to independently anticipate and analyze situations, define problems and objectives, recognize viable alternatives and formulate rapid solutions with understanding of the inherent risks and the implications of decisions.
COMPUTER SKILLS - High proficiency in a PC, Windows environment and Microsoft Office products as well as Google Applications. Proficiency in admission ticketing/membership software programs. Above-average proficiency in scheduling/calendar software programs.
AVAILABILITY - Maintain a flexible work schedule that includes evenings and weekends to meet the demands of executive management.
Demonstrated ability to handle multiple tasks under considerable pressure while maintaining a calm and helpful demeanor that yields exceptional customer service at all times;
Swiftly and successfully solve problems and address immediate issues that might arise;
Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.

CERTIFICATES, LICENSES, REGISTRATIONS
Stand, walk/run across uneven terrain (sometimes swiftly in case of emergencies), climb stairs, reach, lift, carry and bend as well as sit for moderate periods of time at a computer.

Please, no phone calls.
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Filoli is an equal opportunity employer who values diversity in the workplace. #