Associate Director of Guest Experience - Messiah College : Job Details

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.
• 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.
• Coordinates and supervises staff in the Visitor Services (Museum Store, Admissions, and Box Office) and Events & Rentals department. Defines performance standards and ensures compliance with museum & university policies.
• Collaborates with colleagues to support a positive visitor experience. Monitors visitor feedback to assess satisfaction and identify areas for improvement.
• Defines the needs of the visitor experience by collaborating with Marketing & Communications on wayfinding, signage, and other communication methods.
• Serves as a member of Ringling's Senior Staff, providing updates on guest experience strategy implementation.

Minimum Qualifications:

• Master's degree and four years of related experience or a Bachelor's degree and six years of related experience.

Preferred Qualifications:

• Bachelor's degree with progressive work experience in museum services, with 5 years in a supervisory or managerial role.
• Proven experience in a similar role within a museum or cultural institution, with a strong background in visitor engagement and customer service.
• Strong leadership and interpersonal skills, with experience in supervising and motivating staff.
• Exceptional verbal and written communication skills, with the ability to engage diverse audiences.

For more information, technical assistance, or accommodations for the application or interview processes, please contact Ringling Human Resources at 941-###-#### or [email protected].

An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.