Description:
Responsibilities
The Associate Director of Guest Experience is responsible for providing leadership in the cultivation of a culture of hospitality and excellent customer service to all museum guests while overseeing Visitor Services and the Events & Rentals departments.
- Develops and implements a comprehensive guest experience strategy and training program that aligns with The Ringling’s strategic plan, mission, vision and values. Establishes best practices in visitor engagement and customer service to foster a welcoming, hospitable environment. Reinforces a customer service, visitor-oriented outlook on Ringling's campus by empowering employees and volunteers to view themselves as representatives of our mission, vision, values and strategic plan.
- Provides guidance, support, and training to all public-facing staff and volunteers. Develops policies and procedures related to all aspects of the visitor experience cross-departmentally and in conjunction with Senior Staff to implement strategies that enhance the visitor experience campus-wide.
- Coordinates and provides supervision of staff in the Visitor Services (Museum Store, Admissions, and Box Office) and Events & Rentals department. Defines performance standards, ensures compliance of museum & university policies, procedures, and supports operational effectiveness of these departments. Continuously improves the guest experience by troubleshooting issues in real-time and stepping in as a team member as needed. Will effectively resolve visitor escalations in person and via external communication if needed, assuring they are resolved positively and appropriately.
- Collaborates with colleagues across the Ringling to support a positive visitor experience. Partners with the Associate Director of Academics, Innovation, + Research to measure visitor experience effectiveness. Monitors visitor feedback to assess visitor satisfaction and identify areas for improvement. Offers analysis of evaluative data to recommend improvements. Works closely with Volunteers Services, Security, and Facilities to ensure that guests receive a welcoming experience; incorporating visitor data to make recommendations for improvement. Works with the Accessibility Team and HR on best practices for ADA compliance. Identify and resolves barriers to accessibility for visitors.
- Defines the needs of the visitor experience by collaborating with Marketing & Communications on wayfinding, signage, maps, and other information and communication methods to ensure that visitors can access the entire campus. Recommends changes to the website, ticketing, and other visitor informational tools as appropriate.
- Serves as a member of Ringling's Senior Staff. Regularly provides updates of the guest experience strategy implementation and training opportunities. Serves on FSU and Museum-specific committees as assigned. Manages and/or supports special or ad-hoc projects as assigned.
Qualifications
Minimum Qualifications:
- Master's degree and four years of related experience or a Bachelor's degree and six years of related experience.