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Jobs at The Mob Museum

Sr. Director of Guest Experience

Location: LAS VEGAS, NV

Type: Full Time

Min. Experience: Experienced

SR. DIRECTOR OF GUEST EXPERIENCE-The Mob Museum

Salary Range $100K- 120K Annually commensurate upon experience

Position Overview:

The Sr. Director of Guest Experience serves in a senior leadership capacity with special advocacy and responsibility for the daily public “performance” and the cross-departmental collaboration that ensures continuous improvements in all aspects of public operations and overall guest experience. The Sr. Director is charged with the oversight of the Box Office, Concessions, Mediated Experiences and other public spaces. In addition, this individual leads the Director-on-Duty/Manager-on-Duty rotation and ongoing efforts that position the Museum as an entertaining, accessible and inclusive venue, with an unwavering commitment to exceptional service. Reporting to the Chief Operating Officer, the Sr. Director of Guest Experience is a key member of the Steering and management teams, providing strong leadership in support of the mission, vision, and values of the organization.

 

Major Tasks and Responsibilities:

  • Serve as the senior guest experience advocate, advancing a culture of world class service in all guest interactions and contact points between the Museum and the public.
  • Actively contribute as a member of the leadership “Steering Team,” determining institutional goals and strategies.   Participate in key decision-making for the organization.
  • Lead the DOD/MOD rotation, which holistically manages the daily operation, ensuring a seamless delivery of high quality service and the appropriate response to a-typical situations. 
  • Oversee the presentation and staffing of all welcome and orientation areas, on-site revenue areas, and other spaces that are utilized by the public.  Establish standards and expectations for staff conduct.
  • Provide direct supervision and professional development of management team responsible for frontline services, ensuring appropriate supervision, professional discipline, corrective discipline, coaching, and modeling of behaviors that are consistent with and drive exceptional hospitality.   
  • Oversee the management of the Guest Services Agent staff and spaces, ensuring proper cash control, effective use of the ticketing system, robust sales performance, and the processing of sales that is highly efficient, always courteous, and exceptionally friendly.
  • Oversee the management of the interpretative and mediated experience areas of the Museum including Museum Educator staff, Crime Lab, Firearms Training, and Distillery Tour spaces.
  • Be present in the public spaces, directly observing the quality of the guest experience with high frequency. Provide related insights and direction, representing the “guest perspective” in senior leadership meetings.
  • Lead the inter-department collaboration that focuses on continuous improvements and aspires to performance excellence in all areas impacting the guest experience.
  • Oversee the ongoing refinement of standard operating procedures, including individual and group welcoming, ticket purchasing, exit/entry procedures, exhibit queuing, etc.
  • Ensure the provision of specific training opportunities that elevate the performance of frontline staff members. 
  • Collaborate with Food & Beverage and Marketing departments and the Museum’s third-party retail store operator to ensure that the holistic guest experience is seamless and delivered with consistent world-class quality.
  • In collaboration with Marketing and other departments, develop, implement and continually improve methods of evaluating the overall guest experience, including but not limited to comment cards, surveys, online reviews, and focus groups.
  • Institute performance monitoring systems, in collaboration with appropriate departments, to track satisfaction with all contact points between Museum and public.
  • Establish metrics and dashboards related to the guest experience, allowing for a common understanding of organizational performance over time.  Coordinate prioritization and follow-up for areas of improvement.
  • Continuously refine staffing levels to maximize efficiency and optimize budgetary impact.
  • Create and implement programs that incentivize, recognize, celebrate, and reward behaviors that are consistent with a total guest orientation.
  • Ensure readiness for handling peak business, building evacuations, guest injuries, and other potential emergency situations. 
  • Lead all complaint handling and service recovery efforts, in person, via phone, or through written correspondence.
  • Identify ways to inspire and galvanize staff to provide world-class service.  Provide professional development in the realm of guest relations, promoting a total guest orientation and providing the tools for staff to achieve success.
  • Collaborate with the Marketing and Development teams on strategies for rewarding guest loyalty, converting member prospects, and developing membership perks.
  • Oversee front-line membership sales and activities, ensuring accuracy of membership data, appropriate response to member inquiries, and timely fulfillment of new membership benefit packages.
  • Manage budgets related to areas of operational responsibility, providing explanation for financial results. Initiate discussion with Finance department and proactively institute expense adjustments, when necessary.
  • Ensure that the coordination and execution of public programs, special events, and facility rentals are consistent with the quality and branding expectations of the overall Museum experience.
  • Manage the operational and logistical challenges of unique Museum offerings are mitigated and the competing needs of such events and the daily public operations are well balanced.
  • Stay abreast of organizational and community happenings such that staff will be knowledgeable and able to disseminate relevant information to guests.   Ensure the active promotion of daily Museum offerings, upcoming programs and events.  
  • Demonstrate leadership in fostering an organizational culture that values innovation, promotes inclusion, and inspires excellence in the work environment.
  • Other duties as assigned.

Experience / Qualifications / Requirements:

 

  • A minimum of 8 years of experience in hospitality/customer service discipline. Prior experience in a museum, cultural, or entertainment attraction is desired.
  • Proven track record of developing, building, motivating, training and supervising a strong team of employees.  No less than three years of prior supervisory experience.  Prior experience engaging volunteers is desired.
  • Extensive experience interfacing with frontline and back-of-house operating units, complemented by a strong knowledge of issues surrounding infrastructure needs in a high-volume, service environment.
  • Prior experience with box office or retail functions, including familiarity with proper cash handling practices. Prior experience with Galaxy ticketing system or a similar ticketing solution is desirable
  • Demonstrated ability to oversee individuals responsible for disseminating large amounts of information and complex messages and content.
  • Exceptional leadership and management skills, with the ability to engage a diverse range of individuals in matters of vision and strategy, as well as day-to-day workplace issues.
  • Demonstrable sensitivity and awareness of issues relating to access and inclusion.
  • Working knowledge of development, marketing, public relations, and informal educational programming is preferred.
  • Superior interpersonal, facilitation, and public speaking skills.   Prior experience with crisis management and service recovery.
  • Proven ability to engage individuals of diverse backgrounds and experiences.
  • Enthusiasm for working in an organization where change is frequent, structure is evolving, and flexibility, teamwork, and good humor are absolute necessities. 
  • Proficient computer skills in MS Word, Excel, and PowerPoint. Additional competencies such as Galaxy ticketing system (or similar), MS Dynamics 365 CRM (or other CRM), Toast (or other POS), Shopify (or other eCommerce platform), Survey Monkey are preferred.
  • Able to constantly operate a computer, phone, or other office productivity machinery.
  • Able to stand for extended periods, regularly traverse between and throughout the exhibit floors, occasionally traverse outdoors, and to meet the physical and psychological demands of leading building evacuations and responding to other emergency situations.
  • Able to take ownership of problematic situations using proper judgment to find possible solutions or alternatives.  Leadership skills necessary for responding authoritatively under stress.
  • Consistent weekend, holiday and evening availability is required.
  • Creative, energetic attitude with an aptitude for innovation.
  • Passion for creating a world-class museum that is unrivaled in content and recognized for a truly outstanding guest experience.
  • Eagerness and capability of serving as consistent role model for Museum’s Core Values: Bold Thinking, Taking Responsibility, People Driven, Commitment to Community, and Thrive, embodying each value in spirit and practice.

Education:  Bachelor’s degree in a related field. Advanced degree in a related field preferred.

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