Director of Guest Experience
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About The Position
Fossil Rim Wildlife Center is seeking an experienced and passionate customer-service oriented Director of Guest Experience to lead our frontline staff to ensure our guests have a positive and welcoming experience on every visit. This individual will be responsible for the overall operation of Guest Experience at Fossil Rim Wildlife Center including the areas of Tours, Retail, Café, Lodging, and Security. This includes self-guided driving tours, public guided tours, retail activities at the Nature Store and Café, as well as on-site lodging experiences. The essential responsibilities of the Director of Guest Experience include supervising operations and managers in the areas of admissions, retail, food, lodging, and security. The Director will lead the Guest Experience Department's efforts in ensuring a positive guest experience as it relates to daily attendance and special events. This role involves reviewing all departmental policies and procedures on at least an annual basis, revising and updating them as necessary, and establishing new policies and procedures as appropriate. The Director will provide leadership and oversight of the Guest Experience Managers and will be ultimately responsible for all other Guest Service assistant managers, supervisors, full-time, part-time, and seasonal employees. This position also includes overseeing related licenses and health permits, budget development, and expenditures for the Guest Experience department. The Director will work closely with IT and Finance to maintain the online reservation system, coupon processing, and credit card processing. Collaboration with the Director of Environmental Engagement is essential for messaging, content, and quality control. In addition, the Director will assist in interviewing and hiring full-time and seasonal staff, ensuring that staff schedules are completed, and payroll information is properly recorded. The role requires developing product lists, determining retail pricing, ordering, and maintaining food/beverage items, as well as establishing and maintaining communication with the Executive Director. The Director will also develop policies for emergency and safety procedures, ensuring adherence to those policies, and will act as a representative of Fossil Rim, providing a positive example to all staff.
