Director of Guest Experience & Operations
Director of Guest Experience & Operations
Posted on :
14-05-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
14-05-2025
Job Description
Description
Requirements
Benefits
As the Director of Guest Experience & Operations at Magnolia Plantation & Gardens you will lead all guestfacing functions encompassing Retail Welcome Center Sales and Tours. Your primary focus will be driving operational excellence maximizing revenue and cultivating exceptional guest experiences across all touchpoints. A champion of hospitality and innovation youll work crossfunctionally to ensure every visitor interaction is memorable seamless and reflects Magnolias core values and longterm vision.
Key Responsibilities:
- Elevate Guest Experience & Operational Excellence: Lead daily operations for the Welcome Center Retail (Peacock Caf and Gift Shop) Sales and Tour departments to ensure consistent highquality service.
- Develop and enforce clear operational policies and service standards that enhance the visitor experience and brand consistency.
- Proactively conduct guestcentric site inspections identify service gaps and implement actionable improvements.
- Resolve guest issues swiftly and professionally fostering a culture of hospitality empathy and responsiveness across all teams.
- Ensure timely and clear communication regarding operational changes (e.g. weatherrelated closures tour cancellations).
- Inspire Team Leadership & Culture: Lead mentor and support a diverse guestfacing team across departments cultivating a positive collaborative and accountable work environment.
- Determine and manage seasonal and daily labor needs to align staffing with business demands and guest volume.
- Develop and implement robust onboarding training and professional development programs to empower staff to deliver bestinclass service and uphold Magnolias standards.
- Model a leadership approach characterized by respect encouragement and continuous growth.
- Drive DataDriven Performance & Financial Stewardship: Serve as a system expert for key platforms (Galaxy POS CRM and ticketing) ensuring optimal team utilization accurate reporting and effective data management.
- Leverage guest data and KPIs to optimize operational efficiency forecast trends and inform strategic decisions that drive revenue growth.
- Support the CEO and CFO with budgeting forecasting and financial analysis for all guest operations.
- Identify and implement opportunities to enhance sales streamline processes and improve service delivery through technology and innovation.
- Champion Strategic Alignment & Brand Integrity: Collaborate with senior leadership to ensure guest operations directly support Magnolias mission vision and longterm strategic goals.
- Stay informed about industry trends in tourism guest experience and cultural site management to introduce fresh perspectives and best practices.
- Contribute to business development initiatives aimed at enhancing visitor satisfaction and financial sustainability.
- Serve as a passionate and professional ambassador for Magnolia in all interactions.
Requirements
- 8 years of leadership experience in hospitality guest services tourism or similar sectors (experience with public gardens or cultural venues strongly preferred).
- Bachelors degree in Hospitality Business Tourism or a related field (Masters preferred).
- Proven success managing highperforming guestfocused teams in dynamic environments.
- Expertise in POS CRM and ticketing systems (Galaxy POS experience highly desirable).
- Excellent written and verbal communication skills.
- Strong analytical and problemsolving abilities with an innovative solutionsoriented mindset.
- Genuine passion for guest experience education culture and the legacy of Magnolia.
Benefits
Employee Benefits
- Magnolia realizes the importance of a healthy work/life balance and offers a generous amount of PTO Sick Days & Paid Holidays
- Happy Birthday.. off! If you are scheduled to work on your special day you can request 8 hours of pay
- Magnolia contributes 80% of medical premiums for employeeonly coverage and 40% to all other levels of coverage
- No cost $10000 life & accidental death and dismemberment (AD&D) insurance
- 401K retirement plan matching at 3%
- If enrolled in our medical plan access to covered MinuteClinic and Teledoc services are offered to you free or at a lower cost. Covered medical participants can also enjoy Peerfit (helps you stay active with monthly credits that can be redeemed for group fitness classes) Wellness tools (health assessment and online programs to help you meet your goals) Discount program (helps you save on health products and services) 24/7 Employee Assistance Program (helps in all aspects of life from emotional wellbeing legal and financial help) behavioral telehealth/virtual providers and services nocost diabetic meters and enhanced maternity program. Plan participants are also offered free online will preparation with claimant support services and emergency travel assistance
Employee Discounts
- Experience our history horticulture and nature with your loved ones! Employees can host their immediate family members (on nonscheduled working days) to Magnolia! This includes free admission to the gardens and to all tours. If immediate family members visit during an employees scheduled working day eligible family members are welcome to visit the gardens with free admission. Please contact the Welcome Center for more information.
- Save 50% on all onsite venue rentals (includes standard fees) 40% off at our charming Gift Shop and meal discounts at our impeccable Peacock Cafe!
- Employees and their immediate family members can join Community Events for free!
- Enjoy discounted pricing for Magnolias prime Special Events
- Earn your Reciprocal Admission Pass after your first 90 days! This gold pass allows you and one guest free admittance to over 40 participating attractions such as: SC Aquarium SpiritLine Cruises Charleston County Parks Childrens Museum of the Lowcountry and many more!
- Team Members are provided company branded uniform items at no cost!
Training & Development
- Nocost continuing education training for current licenses that benefit both you and MPC
- Limitless internal training and development opportunities!
Additional Perks
- It really pays! Referral bonus for an employees referral that is hired and completes three months of service. $500 for fulltime hires and $250 for parttime hires.
- Accept your own stainless steel Magnolia logoed bottle perfect for preserving our environment and keeping your drinks hot or cold (up to 24 hours)
- 6mi of Biking and Walking Trails for you to use
Required Experience:
Director
Employment Type
Full-Time
Key Skills
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