Summary/Purpose of Position: Fossil Rim Wildlife Center is seeking an experienced and passionate; customer-service oriented Director of Guest Experience to lead our frontline staff to ensure our guests have a positive and welcoming experience on every visit. This individual will be responsible for the overall operation of Guest Experience at Fossil Rim Wildlife Center including the areas of Tours, Retail, Café, Lodging and Security. This includes self-guided driving tours, public guided tours, retail activities at the Nature Store and Café, as well as on-site lodging experiences.
Specific/Mandatory Duties:
- The essential responsibilities of the Director of Guest Experience include but are not limited to the following.
- 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—more often as needed, and revises/ updates and establishes new policies and procedures as necessary and appropriate.
- Provides leadership and oversight of the Guest Experience Managers.
- Ultimately responsible for all other Guest Service assistant managers, supervisors, full-time, part-time, and seasonal employees.
- Supervises operations and managers in the areas of admissions, retail, food service and lodging and security.
- Oversees related licenses and health permits.
- Responsible for budget development, oversight and expenditures for Guest Experience department.
- Working with IT and Finance, responsible for oversight and maintenance of online reservation system, coupon processing and credit card processing.
- Work closely with the Director of Environmental Engagement to collaborate 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 number of staff to operate productively, efficiently and within budget.
- 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 and constant line of communication with the Executive Director.
- Carefully documents all disciplinary problems, reporting them to the Director of Human Resources.
- Develops a thorough understanding of the POS program in order to assist with questions and issues as needed.
- 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 including appropriate dress, language and attitude in all activities, providing a positive example to all staff.
- Provides all guests with prompt friendly service.
- Constantly strives to further the mission of the organization and avidly 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 from an accredited institution, in a related field of study such as Hospitality and Tourism or Business Management, is highly desirable; however, will consider years of experience 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 previous supervisory experience required.
- Administrative and organizational skills required.
- Excellent customer service skills required.
- Independent decision making/problem solving ability.
- Computer and presentation skills required.
- Positive professional attitude.
- Having or capable of obtaining CPR/first aid training required.
- Ability to work a flexible schedule including evenings, weekends, and holidays required.
- Ability to communicate well both verbally and in writing required.
- Ability to plan and organize work in an efficient and cost-effective manner and without direct supervision required.
- Ability to provide excellent guest service by positively interacting with guests and upholding our core values required.
- Ability to develop and maintain cooperative working relationships with all Fossil Rim team members and business contacts required.
- Ability to adhere to standard operating procedures including but not limited to safety protocols required.
Work Requirements:
- 40+ hours per week, requiring flexibility with the ability to be available for after-hours and weekend call out in emergencies
- Weekend and evening hours are certain due to seasonal, holidays, special events, and peak season demands.
- Irregular scheduling in which there will be workdays that extend beyond the normal business day and events.
- Regular and dependable attendance is required.
- Willingness and ability to travel.
- Adherence to all rules and policies as stated in the employee manual.
- Attend 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 should be noted that it is company policy to conduct background checks on potential new employees, inclusive of testing for drugs and controlled substance use.
