Assistant Manager of Visitor Experience

• a strong desire to serve others in a genuine manner.
• a sincere enthusiasm for engaging with diverse associates and visitors.
• a desire to be part of a team that takes initiative in the best interest of the visitor and the organization.
• an appreciation for art architecture nature and sustainability.
• the ability to supervise a diverse group of Guides and provide performance feedback in the moment.
• an effective and clear communication style and excellent organizational skills.
• a dependable flexible selfmotivated approach to their work.
• a positive optimistic attitude even in the face of adversity.
• the ability to collaborate with peers other staff associates and external professionals both as an individual and team member.
• the ability to quickly learn about Glenstones collection regenerative practices architecture history and operating procedures.
• experience managing in a union environment.

• Daily management of the Guide team and visitor operations.
• Monitor and approve payroll and making daily schedule changes
• Monitor Guide performance by providing clear expectations and accountability.
• Provide positive and constructive feedback and coaching in the moment and in regular meetings with direct reports.
• Adhere to performance management and progressive discipline policies.
• Write and administer annual associate performance reviews for members of the Guide team.
• Review applications conduct interviews and promote and hire Guides.
• AssistManager of Visitor Experience Operationsin budgeting and resource allocation.
• Perform daily show readiness walks.
• Make numerous daily rounds to engage with Guides fellow associates and visitors to model meaningful visitor experience engagements.
• Achieve proficiency in training related to Glenstones mission history collections and campus.
• Assist in training and onboarding new Guides.
• Support ongoing learning and development of Guides.
• Ensure all Guides adhere to the exceptional visitor experience standards that are a hallmark of Glenstone.
• Perform Leader on Duty (LOD) responsibilities as needed or when scheduled including supervising guides on the floor providing break coverage and overall support.
• Act as Manager on Duty (MOD) including leading morning meetings listening to and responding to radio transmissions and being the site point of contact for fellow associates from various departments during operating hours.
• Respond to emails and answer phone calls from the public in a timely manner.
• Respond to associate and visitor situations that require management assistance or oversight.
• Assist in the success of special events and programming.
• Learn and maintain proficiency in all software platforms utilized by the Visitor Experience department.
• Participate in ongoing training with other supervisors and managers at Glenstone.
• Collaborate with the Curatorial department to anticipate exhibition changes and plan training sessions accordingly.
• Work weekends.

• COVID19 vaccination.
• Bachelors degree or equivalent work experience.
• Minimum of five years of managerial experience leading large diverse teams in a serviceoriented environment.
• Experience in customer service or hospitality
• Previous experience working at the museum attraction cultural institution or other related service or hospitalityoriented industry.
• Demonstrated ability to remain positive and optimistic even during trying occasions.
• Impeccable organizational and timemanagement skills.
• Attention to detail and highquality standards.
• Ability to walk long distances and stand for long periods of time at times outdoors and in varying weather conditions and all seasons.
• Ability to work a regular anticipated work week of Wednesday through Sunday. Special events coverage may require the flexibility to work some evening hours.
• Valid drivers license to drive our electric carts.

• A training schedule that will position you for success.
• Free parking onsite in one of two staff parking lots.
• Monthly inperson AllStaff meetings.
• Monthly inperson manager training meetings.
• Regularly scheduled status and development meetings with your leader.
• Weekly complimentary staff lunch (typically offered on Wednesday or Thursday)

Required Experience:

Manager