Director of Guest Operations

3 weeks ago

Norwalk, United States The Maritime Aquarium at Norwalk Full time

The Maritime Aquarium at Norwalk seeks a full time Director of Guest Operations.

POSITION OVERVIEW The Director of Guest Operations reports to the Chief Operating Officer. This position oversees and strategically plans the operations, management, and leadership of the Guest Operations team. This Director position will support Aquarium administration by managing and strategizing ways to continuously raise the bar on the Aquarium experience for all, identify opportunities to increase revenue and while overseeing the operation and function of Guest Services, Reservations, and Volunteer Departments.

PRIMARY RESPONSIBILITIES

The Director of Guest Operations manages a comprehensive portfolio including leadership of the Guest Services Department, the Reservations Department and the Volunteer Department.

The Director of Guest Operations is responsible for developing and/or approving the overall Guest Experience training for all levels in each department, setting clear expectations in relation to the guest experience and establishing systems of measurement to determine success.

Recruit and retain talented and diverse leaders, paid staff, and volunteers

Be the starter of innovative ideas for improvement or modification of procedures, policies, and daily operations.

Oversee the management of the organizational calendar

Motivate all teams to achieve daily goals and Key Performance Indicators.

Implement and monitor department budgets, labor forecasting, performance management, and attendance projections.

Develop relationships with guest relations leaders in the community, AZA accredited institutions and other relevant organizations.

People

Directly supervises the Associate Director of Guest Operations, the Manager of Guest Services Service, the Manager of Guest Operations and Reservations, Assistant Manager of Guest Operations, FT and PT Guest Operations Supervisors, Volunteer Manager and PT Supervisors and various PT staff.

Responsible for recruiting and retaining key talent, both paid and unpaid.

Provide professional development, training and coaching for members of the team.

Facilitate the performance review process for the Guest operations team in partnership with the Director of People and Culture.

Effectively coach performance issues.

Assist leaders in identifying training opportunities and creating effective plans to improve team performance.

Collaboratively work with all departments

Create an inclusive environment where all staff feel welcome and appreciated.

Planning and Budgeting

Develop and manage all operating budgets for the Guest Operations and Volunteer Departments.

Assist in annual attendance forecasting.

Track revenue performance, report progress regularly to senior leadership, and adjust planning based on learnings.

Maintain a climate that attracts, retains and motivates top quality personnel, both paid and unpaid.

Support the Aquarium’s strategic plan and mission.

QUALIFICATIONS Work Experience

Minimum of 5-8 years of relevant and progressive guest facing management experience.

Experience in a non-profit organization preferred.

Proven success in the management of large, multi-faceted, teams in a fast-paced environment

Knowledge and Skills

Commitment to the Aquarium’s mission, with an appreciation for the important role that the Aquarium plays in conservation, education and the life of a vibrant community.

Commitment to creating a more Diverse, Equitable, Accessible and Inclusive workplace in alignment with our organizational values.

An attitude of creativity, innovation, confidence and leadership, with an ability to inspire and motivate the team.

Strong leadership ability with proven management skills in leading and developing staff and working within a highly motivated team.

Strong interpersonal skills.

Excellent written and verbal communication skills.

Continuous improvement / problem solving mindset and way of working

Strong attention to detail

A willingness to work evenings, weekends and holidays as needed.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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