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Director of Guest Services and Facilities

2 months ago

Milwaukee, Wisconsin, United States Betty Brinn Children's Museum Full time
Job Summary

The Betty Brinn Children's Museum is seeking a highly skilled and experienced Senior Director of Guest Experience and Operations to lead our team in delivering exceptional experiences for children and families.

Key Responsibilities
  • Guest Experience and Facilities Management:
    • Develop and maintain schedules for the Guest Experience and Custodian teams, ensuring adequate staffing levels for regular operations, special events, and after-hours functions.
    • Manage daily operations, including opening and closing procedures, front desk operations, admissions, payments, membership sales, crowd control, and guest inquiries.
    • Coordinate facility maintenance and updates to ensure accessibility, safety, cleanliness, and functionality, collaborating with vendors and contractors as needed.
    • Serve as the primary point of contact for security and other museum personnel.
    • Develop and implement emergency preparedness plans, conduct safety audits, and oversee training sessions.
    • Maintain and update policies and procedures related to the museum experience.
    • Manage the departmental budget, including procurement, purchasing, and resource allocation to support guest services initiatives.
    • Respond promptly to incidents involving health, safety, or guest service concerns, ensuring swift resolution with professionalism and a calm demeanor.
  • Strategic Planning:
    • Develop and implement strategic plans to enhance the guest experience aligning with organizational goals.
    • Collaborate with the senior leadership team on long-term strategies for sustainable growth and excellence in guest services.
    • Monitor guest feedback and data to establish standards and protocols for continuous improvement.
    • Collaborate with cross-functional teams to optimize guest flow and satisfaction through integrated experiences.
  • Leadership and Team Development:
    • Provide leadership, direction, and mentorship to teams to ensure consistent delivery of exceptional customer service.
    • Foster a positive work culture emphasizing collaboration, innovation, and continuous improvement.
    • Recruit, train, and mentor a high-performing team of customer service professionals.
    • Set clear expectations, goals, and provide regular feedback and evaluations to the team.
Requirements
  • Five years of progressive experience leading and developing diverse teams, with a strong background in customer service, facilities management, and team leadership.
  • Passionate about creating exceptional family-friendly experiences.
Benefits and Salary
  • Generous benefits package, including medical insurance, dental insurance, vision insurance, and more.
  • Competitive salary range.