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Vice President of Business Operations and Guest Experience
Location:
San Antonio, TX
Description:
Vice President of Business Operations and Guest Experience The Vice President of Business Operations and Guest Experience is responsible for overseeing all business operations at The DoSeum, including guest experience and museum revenue businesses (cafe, gift shop, venue rentals, birthday parties and box office). This position supports The DoSeum CEO and Board of Directors in planning adaptively for internal and external challenges and opportunities. The Vice President also develops, models and upholds the policies and procedures for guest experience through a well-trained workforce, ensuring the execution of a visible, hospitable, fun and responsive program that meets the needs of all our Guests. The Vice President will also inform and support higher-level decision-making, the prioritization of strategic operating work plans, and partner with the CEO and Board in setting strategy into practice. The candidate will provide an exceptional environment for our Guests and employees and bring analytic rigor and a strong performance management to the museum's business lines. The Vice President of Operations and Guest Experience will develop and utilize effective analytical and management tools that monitor and measure the success of the museum's revenue businesses. Essential Responsibilities Business Operations Supervise the following functions: admissions, membership, museum store, facility rentals, birthdays & cafe revenue. Create and manage effective dashboards and other analytical tools that summarize and clearly illustrates the health of the museum's financial positions and businesses, as well as trends, comparisons to others in the industry and regularly brief the executive team on findings. In collaboration with the SVP of Finance and Administration, closely monitor revenue and expense vs. budget data for revenue businesses on periodic basis - weekly, monthly, quarterly, six-month and annual-to ensure each sub-department budget is on target, including required periodic projections and adjustments. Strategic planning and execution to enhance profitability, productivity and efficiency throughout the company's business operations. Hire, develop and direct the management of the company's business operations team. Implement improved processes and management methods to generate higher ROI and workflow optimization. Develop and direct the management of the guest experience operations to ensure guest satisfaction, improved service/response efficiency Interact regularly with executive team and individual department heads to ensure that the organization's operational priorities are aligned with total organizational direction. Continually investigate and introduce process improvement measures and presents suggestions to CEO for consideration. Responsibly manage the cafe and museum store and their contracted concessioners and vendors to ensure outstanding quality of product, service, guest experience and profitability; ensure that all retail operations remain consistent with museum mission. Guest Experience Develop and refine standards of performance/procedures, training processes and departmental orientation to ensure the delivery of world-class service. Provide direct and indirect reports with leadership, direction and coaching to achieve goals and improve performance skills in guest services ensuring direct and indirect reports clearly understand their roles and responsibilities. Monitor visitor throughput and adjust accordingly to balance guest service, safety and attendance targets. Develop standards for ticketing, cashiering and other job functions to measure performance. Communicate the principles and core values of The DoSeum through personal contact with guests in order to further enhance the guests' connection to The DoSeum. Maintain awareness and best practices of other museum and informal education processes and industry issues that influence guest experience. Minimum Qualifications Bachelor's degree in Hospitality, Business Administration or similar preferred. Record of progressively responsible experience with at least 8 to 10 years of management experience in guest service and similarly complex environment preferred. Solid leadership abilities with at least five years of demonstrable supervisory skills including effective delegation and assuring accountability. Working knowledge of, and experience with the use of database management systems (preferably Altru) and with the production of data queries, reports, and forms. Must be able to work flexible hours to include evenings, weekends and holidays. Knowledge, Skills and Abilities To perform the job successfully, an individual should demonstrate the following: Extensive knowledge with meaningful, substantial experience working directly in a similar capacity with a similar facility - museum, themed attraction, hotel, etc. Leadership - Manage, supervise and lead a large motivated and diverse team of staff and volunteers by establishing a clear vision for the operation, hiring and developing talent, providing feedback and ensuring the proper role for each team member. Guest Service - Responds promptly to guest needs; Responds to requests for service and assistance; Meets commitments. Knowledge of and demonstrated experience with guest service skills and best practices to deliver world-class customer service. Analytical, Problem Solving, & Organizational Skills - Gathers and analyzes information skillfully and can efficiently execute on multiple priorities/plans/ideas. Ability to work in a complex organization, work with all Museum team members, flexibility, and willingness to negotiate and compromise. Ability to meet critical objectives while considering the impact of those decisions and activities on the ability to achieve longterm goals. Communication & Interpersonal Skills - Clarity of speech, remaining calm and focused, negotiate and make effective presentations to diverse groups. Edits work for correct data, spelling, and grammar. Ability to read and comprehend simple instructions, short correspondence, and memos. Ethics & Judgment - Treats people with respect; tactfully approaches others, works with integrity, and exhibits sound judgment; Upholds and demonstrates museum values. Willingness and ability to seek out, share and adopt ideas and best practices in and outside the institution and embraces change introduced by others. Physical Demands and Work Environment The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regularly required to stand, sit, walk, use hands and arms, talk and hear Variant noise and temperature levels Interactive and fast-paced team-oriented tasks The above statements are intended to describe the general nature of work performed by the Vice President of Business Operations and Guest Experience. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of this position, which can be revised real-time at the discretion of the Chief Executive Officer. The DoSeum is an equal opportunity employer. recblid 1tsix82fc9tsszd8x1wzdrloc1akiw BA/BS/Undergraduate
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More About this Listing: Vice President of Business Operations and Guest Experience
Vice President of Business Operations and Guest Experience is a Executive VP Job at The Doseum located in San Antonio TX. Find other listings like Vice President of Business Operations and Guest Experience by searching Oodle for Executive VP Jobs.
Vice President of Business Operations and Guest Experience is a Executive VP Job at The Doseum located in San Antonio TX. Find other listings like Vice President of Business Operations and Guest Experience by searching Oodle for Executive VP Jobs.