Assistant Manager of Guest Experience

Assistant Manager of Guest Experience

Maymont is a 100-acre historic estate and park located in Richmond Virginia with many unique experiences for all to enjoy including the historic Maymont Mansion The Robins Nature Center arboretum formal gardens and habitats for native Virginia wildlife and farm animals. Since 1975 Maymont has been maintained and operated by the nonprofit Maymont Foundation committed to creating experiences that delight educate and inspire its guests.

The Maymont Foundation is seeking an Assistant Manager of Guest Experience to co-manage a team of part-time and seasonal frontline visitor engagement/services staff and support the recruitment and management of volunteers. The Assistant Manager of Guest Experience is a full-time position reporting to the Senior Manager of Guest Experience.

Essential Functions:

• Support and collaborate with Senior Manager to oversee and enhance the visitor and volunteer experience at Maymont in support of the organizations mission goals brand reputation and long-term sustainability
• Schedule and assist with the supervision of visitor engagement staff and volunteers; Assist Senior Manager in hiring new staff and in leading customer service training for staff ensuring that the visitor desks and other guest services touchpoints are staffed appropriately; Leverage team schedules and volunteer resources to support daily operations special events fundraising and program needs
• Support Senior Manager in directing communications and interactions with visitors and volunteers to ensure that they have consistent experiences at Maymont that delight educate and inspire
• Collaborate with other team members to develop and implement customer satisfaction strategies and cross promotional opportunities for new and existing experiences at Maymont including orientation at all entrances tours programs audio tours and on-site communications
• Serve as a visitor and volunteer advocate and brand ambassador before during and after their Maymont experience including incoming phone calls email inquiries and on-site assistance at The Robins Nature Center historic estate and other points of interest
• Provide quality assurance reviews of guest experience and communications both onsite and off site and help make improvements where needed
• Support Senior Manager with on-site program and tour sales and promotion on-site membership and fundraising activities and operation of retail sales
• Collaborate with Senior Manager and other teams in collection of visitor data and call logs as well as routine analysis and reporting on data and activities
• Support the Maymont marketing department with upcoming promotions preparing reports and other duties as assigned
• Ensure dissemination of accurate and timely information to visitors volunteers and staff regarding Maymonts programs services exhibits membership and FAQs
• Support Senior Manager in scheduling and tracking volunteers both individuals and groups
• Manage bookings/scheduling for and coordination of birthday parties
• This position will be expected to work weekend hours and seasonal evening events at Maymont
• Assists with other duties and tasks as assigned

Core Competencies:

• Excellent customer service skills
• Demonstrated ability to collaborate within and across teams
• Ability to professionally communicate both verbally and in writing
• Strong data gathering and problem-solving skills
• Strong attention to detail
• Ability to work independently and as part of a team
• Flexible creative and innovative
• Operate a motor vehicle under a valid Virginia drivers license
• Ability to pass a background check
• Ability to work flexible shifts including nights weekends special events and holidays

Education and Experience:

• 2 years of customer service in retail hospitality or similar guest-facing environment
• Experience using a Blackbaud or similar CRM platform
• Experience using Microsoft Office Suite including Excel and PowerPoint
• 1 year(s) experience managing staff/volunteer schedules
• Bachelors degree in hospitality management or related field preferred

Physical Demands:

• Frequent sitting standing walking and talking for extended periods
• Frequent climbing bending stooping and lifting up to 50 lbs.
• Ability to work inside and outside in all-weather conditions
• Specific vision abilities required by the job include close vision distance vision depth perception and the ability to adjust focus

This position offers a competitive compensation and benefits package including paid-time-off and health dental vision disability and life insurance.

FLSA Status: Full-Time Non-exempt

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and perform other job-related duties. This document does not create an employment contract implied or otherwise other than an at-will employment relationship.

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

Maymont Foundation is committed to creating a diverse environment and is proud to be an equal opportunity employer.

** Ability to pass a background check needed

Required Experience:

Manager