Director of Guest Services

Responsibilities:

1. Direct the Guest Services department including the management of Lantern
   Court, a Georgian Colonial house surrounded by 25 acres of informal gardens
   and woodlands, to create a seamless visitor experience.
2. Partner with and/or support External Affairs and Education events, programs
   and activities
3. Oversee staffing including defining an organizational structure that meets
   current and future needs, goal setting, performance evaluation, and employee
   growth and development.
4. Manage department new hire/volunteer orientation program.
5. Partner with area organizations to create and implement a 5-star visitor
   interaction training program for all Guest Services employees and volunteers.
6. Benchmark other organizations and bring back best practices to
   implement at Holden.
7. Manage budget preparation and operation to plan
8. Provide accurate visitation tracking and cash handling systems.
9. Manage creation of exciting, interactive, and educational displays.
10. Lead the Visitor and Volunteer sub-committee activities
11. Manage catering services for organization
12. Manage and promote visitor facility rentals

Skills and Experience:

1. Five or more years of progressive Management experience
2. Experience in Hospitality Management, Guest Services, Customer Service, and Visitor Relations
3. Excellent time and project management skills
4. Budget development experience
5. Experience working with volunteers
6. Horticulture knowledge a plus, but not required
7. Current First Aid and CPR certification (or the ability to achieve in a very
   short period of time) and be prepared to handle emergencies

Characteristics and Attributes:

1. Highly approachable, friendly demeanor and attentive to client wishes and needs
2. Perceptive
3. High level of professionalism and integrity
4. Strong leadership and management skills
5. Team oriented
6. Respectful and accepting of diversity, creates positive work environment
7. Highly organized
8. Excellent communication, interpersonal and organization skills
9. Solid problem-solving skills and conflict resolution skills
10. Ability to handle multiple tasks and manage interruptions
11. Excellent follow-through
12. Responds rapidly to change
13. Ability to work a flexible schedule

Computer Requirements:

1. Microsoft Office Suite (Word, Excel, PowerPoint)

Educational Requirements:

1. Bachelor's Degree in Hotel and/or Hospitality Management, Business, or
   other related fields combined with applicable experience.

Application Instructions:

To apply please send a cover letter and resume by email to the address below.