Head of Guest Experience & Volunteer Programs

Colonial-Williamsburg-Foundation; Williamsburg (VA); On-site; USD 125,000 - 140,000; Full time

Job summary

Colonial Williamsburg Foundation in Williamsburg, VA seeks a Director of Guest Experience and Volunteer Programs. This onsite, full-time role leads guest experience strategy, volunteer programs, and analytics to enhance visitor interactions across all touchpoints.

The position requires a university degree in a related field, 7+ years in guest experience or volunteering programs, and strong cross-functional leadership. Relocation to Virginia may be needed for this onsite role.

Qualifications

• University degree in Hospitality Management, Business Administration, Organizational Development, Leadership, or related field.
• Minimum of 7 years of progressive experience in guest experience, customer service, or related fields.
• Experience leading a large volunteer program with managers, supervisors, and volunteers.
• Experience developing enterprise-wide guest experience programs across multiple departments.
• Strong skills in data analysis, dashboards and executive reporting.

Responsibilities

• Develop and maintain an enterprise guest experience strategy and service standards.
• Provide strategic oversight for volunteer programs across the organization.
• Expand volunteer programs and design the Wayfinding and Liberty Lounge operations.
• Supervise the Analyst, Guest Experience and Volunteer Programs; ensure reliable metrics.
• Lead experience mapping across pre-arrival, arrival, on-site, and post-visit stages.
• Govern service recovery frameworks and escalation standards.
• Collaborate across Hospitality, Historic Area, Museums, Operations and other guest-facing areas.

Skills

Guest experience strategy

Volunteer programs leadership

Analytics and dashboards

Stakeholder management

Cross-functional collaboration

Service recovery

Education

University degree in Hospitality Management, Business Administration, Organizational Development, Leadership, or related field

Job description

Colonial Williamsburg Foundation in Williamsburg, VA seeks a Director of Guest Experience and Volunteer Programs. This onsite, full-time role leads guest experience strategy, volunteer programs, and analytics to enhance visitor interactions across all touchpoints.

The position requires a university degree in a related field, 7+ years in guest experience or volunteering programs, and strong cross-functional leadership. Relocation to Virginia may be needed for this onsite role.