Director of Guest Operations

Socket.dev; Durham (NC); On-site; USD 90,000 - 125,000; Full time

Job summary

Museum of Life and Science in Durham, NC, seeks a Director of Guest Operations to lead Guest Relations across Admissions, Park Rangers, Reservations, and Train Drivers. You will shape day-to-day guest experiences and set standards, training, and culture to delight visitors.

Reporting to the Vice President for Guest Experiences, you will use data and collaboration to strengthen guest experience, while guiding budgeting, policies, and strategic initiatives across departments.

Qualifications

• 5+ years in a strategic leadership role.
• 10 years of progressive responsibility in customer service.
• Able to embrace the museum mission of science as a way of knowing.
• Excellent oral and written communication skills.
• Strong interpersonal skills for collaboration.
• Ability to work with diverse populations.
• Creative problem-solving skills.
• Experience using data to develop, track and analyze sales objectives and performance.
• Experience with point-of-sale systems and handling cash/credit transactions.
• Strong computer skills (including Excel).
• Ability to work flexible schedules including at least one weekend day per week.
• Crisis management skills.
• Experience in budget management.
• Strong strategic development skills.
• Ability to stand for up to 8 hours and walk up to a mile.

Responsibilities

• Provide leadership for Guest Relations Managers.
• Develop and implement efficient Guest Relations procedures.
• Develop and manage Guest Relations budget to promote efficiency and profitability.
• Collaborate on guest policies aligned with strategic goals.
• Enhance guest experience with programs like pocket science.
• Oversee hiring, onboarding, and training standards.
• Improve guest experience through reservation process and group check-in.
• Deliver customer service and guest experience training with People & Culture.
• Analyze attendance data to support marketing and development goals.
• Support membership goals through Admission Desk sales and member service.
• Ensure cross-team alignment to support an exemplary guest experience.
• Participate in Leadership Team to meet museum objectives.
• Plan annual goals with the VP for Guest Experiences.
• Maintain data integrity policies with the Database Administrator.
• Lead First Aid and Train subcommittees as part of emergency planning.
• Attend and contribute to Emergency Coordinator training.
• Lead department meetings to improve systems and processes.

Skills

Leadership

Customer service

Communication

Data analysis

Budget management

Excel

Sales objectives

POS systems

Team supervision

Strategic development

Tools

Point-of-sale systems

Excel

Blackbaud

Job description

Come help shape the guest experience at one of the Triangle’s favorite destinations! From the first hello to the last train ride of the day, the Director of Guest Operations helps make every visit to the Museum of Life and Science memorable.

The Museum of Life and Science is an 84-acre science center where science, nature, animals, and hands-on discovery come together to inspire curiosity for guests of all ages. The Director of Guest Operations, reporting to the Vice President for Guest Experiences, leads the teams at the heart of the Museum’s day-to-day guest experience.

This role combines people leadership, operational strategy, exceptional customer service, and a little bit of Museum magic. The Director creates the standards, systems, training, and culture that help our Guest Relations teams thrive while ensuring every guest feels welcomed, supported, and excited to explore. As a member of the Museum’s Leadership Team, the Director also works across departments to use data, creativity, and collaboration to continually strengthen the guest experience.

Qualifications

Required:

• 5+ years’ experience in a strategic leadership role
• 10 years of progressive responsibility in customer service
• Able and willing to embrace Museum mission of science as a way of knowing
• Excellent oral and written communication skills
• Strong interpersonal skills including the ability to work collaboratively
• Ability to work with diverse populations
• Creative problem-solving skills
• Experience using data to develop, track and analyze sales objectives and performance
• Experience with point-of-sale systems, ability to accurately handle and reconcile cash and credit card transactions
• Strong computer skills (including Excel)
• Ability to work flexible schedule (including at least one weekend day per week)
• Crisis management skills
• Experience in budget management
• Strong strategic development skills
• Ability to be on one’s feet for up to 8 hours at a time and walk distances of up to one mile over varying terrains.

Preferred:

• 2+ years database experience
• Spanish-speaking
• First aid and CPR certification
• Knowledge of Blackbaud or related software

Responsibilities

• Oversight of the Museum’s Guest Relations functions performed by the Admission Desk, Park Rangers, Reservations and Train Drivers including:

• Provide leadership and primary supervision for Guest Relations Managers
• Collaborate with Managers to develop and implement efficient Guest Relations operational procedures
• Develop and manage Guest Relations budget to promote efficiency and profitability
• Collaboratively develop and implement guest policies in accordance with strategic goals
• Develop and implement guest experience enhancements such as pocket science to delight and engage guests
• Ensure hiring, onboarding, organizational policies and training standards are adequate and consistently applied
• Develop and implement plans to enhance guest experience through the reservation process and group check-in

• In collaboration with People & Culture, develop and deliver customer service and guest experience training
• Collect, analyze and share attendance data and metrics with internal teams to support marketing and development objectives
• Partner with Membership team and support membership goals through Admission Desk sales and member customer service
• Collaborate across teams to ensure the overall operational functions support an exemplary guest experience
• Participate in ensuring the delivery of the museum’s strategic objectives through participation in the Museum’s Leadership Team
• Plan strategic direction and set annual goals in collaboration with VP for Guest Experiences
• Collaborate with Database Administrator to develop and maintain policies and procedures that ensure integrity of member and reservations data.
• Participate in the museum’s Shadow Team and Safety Committee to include leading First Aid and Train subcommittees
• Attend and participate in Emergency Coordinator training as well as act as Emergency Coordinator when the need arises.
• Facilitate regular department meetings to work on systems structures and processes, formulation and/or adjusting best business practices.

Staff Oversight: Guest Relations Manager of Welcome, Guest Relations Manager of Experience