Head of Guest Experience & Volunteer Programs

CW Talent; Williamsburg (VA); On-site; USD 125,000 - 140,000; Full time

Job summary

Colonial Williamsburg Foundation in Williamsburg, Virginia, seeks a Director, Guest Experience and Volunteer Programs to lead enterprise guest experience strategy, oversee volunteer programs for 800+ volunteers, and partner across Hospitality, Museums, and Operations to elevate service standards.

The role supervises the Analyst, Guest Experience and Volunteer Programs, guides dashboards, and drives cross-functional improvements, guest feedback, and service recovery while ensuring accessibility

Qualifications

• University degree in Hospitality Management or related field preferred, or equivalent professional experience.
• Minimum of 7 years of progressive experience in guest experience, customer experience, hospitality, or related field.
• Experience leading a large volunteer program and cross-functional guest experience initiatives.

Responsibilities

• Oversee Guest Experience Strategy and Service Framework.
• Lead Volunteer Programs Leadership and Oversight for 800+ volunteers.
• Drive growth of volunteer programs and manage wayfinding and Liberty Lounge operations.
• Supervise analytics for guest experience metrics and insights.

Job description

Colonial Williamsburg Foundation in Williamsburg, Virginia, seeks a Director, Guest Experience and Volunteer Programs to lead enterprise guest experience strategy, oversee volunteer programs for 800+ volunteers, and partner across Hospitality, Museums, and Operations to elevate service standards.

The role supervises the Analyst, Guest Experience and Volunteer Programs, guides dashboards, and drives cross-functional improvements, guest feedback, and service recovery while ensuring accessibility