Director of Guest Experience

Director of Guest Experience: Define World-Class Hospitality at Filoli!

Are you a visionary leader passionate about hospitality data and creating unforgettable moments Filoli a National Trust Historic Site is seeking a Director of Guest Experience to be the driving force behind every visitors journey making our beautiful estate more welcoming engaging and accessible to all.

This is a full-time exempt position at our beautiful historic house and garden. Depending on candidate experience the annual salary range for this position is $135000 to $148000. This position is also eligible for employee benefits: medical dental vision life LTD Flex Plan 401(k) vacation sick leave and holiday pay. The Directors schedule will include evenings and weekends. Flexibility is important as schedules may change to meet the needs of the organization.

Your Mission: From Arrival to Advocacy

This is a senior role that oversees the end-to-end experience for all guests and members. Reporting to the Chief Experience Officer you will lead the Guest Experience Membership and Reservations teams establishing standards of world-class hospitality and operational excellence that place Filoli among the nations leading cultural destinations.

Your work will be instrumental in executing our Strategic Plan and supporting our mission to inspire belonging and foster loyalty in a diverse community.

Key Areas of Impact

Visionary Leadership & Data-Driven Excellence

• Be the Champion: Serve as the internal voice and champion for guest and member feedback using data sentiment analysis and benchmarking to guide innovation and continuous improvement.

• Drive Strategy: Set clear KPIs and performance expectations ensuring service alignment with Filolis strategic goals and DEAI commitments (Diversity Equity Accessibility and Inclusion).

• Mentor & Empower: Lead and mentor managers to build an empowered high-performing team culture where every employee takes ownership of delivering exceptional service and telling Filolis story.

Guest Journey & Reservations Mastery

• Seamless Service: Lead efforts to create a warm welcoming and well-orchestrated guest experience from the moment they reserve their tickets to their final departure.

• Systems Optimization: Oversee and enhance our ticketing membership and reservations systems (familiarity with Altru is a plus) to improve efficiency reporting accuracy and drive forecasting and analytics.

• Cross-Functional Integration: Partner across all departmentsfrom Events and Retail to Development and Resourcingto ensure guest services are fully integrated staffed correctly and support a seamless site-wide experience.

What You Bring to Filoli

• Experience: A minimum of 5 years of progressive experience in leading guest services hospitality or visitor-oriented teams preferably in a cultural institution or large non-profit setting with an engaged member base.

• Leadership: Proven success in mentoring supervising and developing managers and frontline staff creating a culture of accountability and excellence.

• Data Proficiency: A strong track record of using data (KPIs ROI guest sentiment) to make informed business decisions predict frontline needs and drive continuous improvement.

• Technical Acumen: Expertise in large database systems (ticketing/CRM) proficient use of Google/Microsoft suites and above-average proficiency in scheduling/calendar programs.

• Decisive Nature: The ability to independently anticipate analyze and swiftly solve problems and immediate issues while maintaining a calm helpful demeanor.

• Commitment: A passion for advancing DEAI objectives and ensuring Filoli is welcoming to all people.

Ready to define world-class

If you are an outcomes-oriented collaborative leader with a passion for hospitality and a belief in the power of data we invite you to apply.