Assistant Manager of Visitor Experience

Glenstone • Potomac, MD

1d • $72,000 - $79,600

About The Position

The Assistant Manager of Visitor Experience is a member of the Visitor Experience (VEXP) management team responsible for overseeing daily visitor-facing functions and members of the Guide team, ensuring Glenstone delivers a positive and meaningful experience. Reporting to the Manager of Visitor Experience Operations, the role will encourage high performance, visitor centric practices and work closely with all members of the management team to improve and innovate visitor operations. As an Assistant Manager managing a team of Guides, daily functions include managing work schedules, performance management, hiring, training, onboarding, and ensuring the Guide team is equipped with the resources needed to fulfil their role. The Assistant Manager of VEXP will actively engage with visitors regularly and work closely with other visitor-facing roles in Security, Grounds, Facilities, and Café to ensure organizational consistency and a seamless experience.

The ideal candidate possesses... a strong desire to serve others in a genuine manner. a sincere enthusiasm for engaging with diverse associates and visitors. a desire to be part of a team that takes initiative in the best interest of the visitor and the organization. an appreciation for art, architecture, nature, and sustainability. the ability to supervise a diverse group of Guides and provide performance feedback in the moment. an effective and clear communication style and excellent organizational skills. a dependable, flexible, self-motivated approach to their work. a positive, optimistic attitude even in the face of adversity. the ability to collaborate with peers, other staff associates and external professionals, both as an individual and team member. the ability to quickly learn about Glenstone’s collection, regenerative practices, architecture, history, and operating procedures. experience managing in a union environment.

Requirements

• COVID-19 vaccination.
• Bachelor’s degree or equivalent work experience.
• Minimum of five years of managerial experience leading large diverse teams in a service-oriented environment.
• Experience in customer service or hospitality
• Previous experience working at the museum, attraction, cultural institution or other related service or hospitality-oriented industry.
• Demonstrated ability to remain positive and optimistic even during trying occasions.
• Impeccable organizational and time-management skills.
• Attention to detail and high-quality standards.
• Ability to walk long distances and stand for long periods of time, at times outdoors and in varying weather conditions and all seasons.
• Ability to work Summer Evening Hours.
• Valid driver’s license to drive our electric carts.

Nice To Haves

• experience managing in a union environment.

Responsibilities

• Daily management of the Guide team and visitor operations.
• Monitor and approve payroll and making daily schedule changes
• Monitor Guide performance by providing clear expectations and accountability.
• Provide positive and constructive feedback and coaching, in the moment and in regular meetings with direct reports.
• Adhere to performance management and progressive discipline policies.
• Write and administer annual associate performance reviews for members of the Guide team.
• Review applications, conduct interviews, and promote and hire Guides.
• Assist Manager of Visitor Experience Operations in budgeting and resource allocation.
• Perform daily show readiness walks.
• Make numerous daily rounds to engage with Guides, fellow associates, and visitors to model meaningful visitor experience engagements.
• Achieve proficiency in training related to Glenstone’s mission, history, collections, and campus.
• Assist in training and onboarding new Guides.
• Support ongoing learning and development of Guides.
• Ensure all Guides adhere to the exceptional visitor experience standards that are a hallmark of Glenstone.
• Perform Leader on Duty (LOD) responsibilities as needed or when scheduled, including supervising guides on the floor, providing break coverage and overall support.
• Act as Manager on Duty (MOD) including leading morning meetings, listening to and responding to radio transmissions, and being the site point of contact for fellow associates from various departments during operating hours.
• Respond to emails and answer phone calls from the public in a timely manner.
• Respond to associate and visitor situations that require management assistance or oversight.
• Assist in the success of special events and programming.
• Learn and maintain proficiency in all software platforms utilized by the Visitor Experience department.
• Participate in on-going training with other supervisors and managers at Glenstone.
• Collaborate with the Curatorial department to anticipate exhibition changes and plan training sessions accordingly.

Benefits

• Benefits include medical, dental, and vision insurance; life, long-term disability and AD&D insurance, a Flexible Spending Account (FSA); a 401(k)-retirement account with a matching contribution; an Employee Assistance Program (EAP); and tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager