The Director of Guest Experience (DGE) is responsible for continuity and continuous improvement in our daily customer service across all of our public-facing departments. They will collaborate cross-departmentally to ensure consistent achievement of the Garden’s level of excellence in all aspects of the guest experience. The DGE is charged with direct oversight of employees and volunteers who serve our public in their roles at the Welcome Center, Gift Shop, Café, Galleries, Concierge, and inside the Garden.
This person should be aware of how to use an effective blend of technology and personal interactions to ensure the experience of every visitor – whether it is their 1st time or their 101st time – feels welcoming. They also serve on our DEI committee to ensure an accessible and inclusive venue, with a reputation for exceptional service. They are responsible for managing all guest suggestions and complaints. In addition, this position leads the Manager-on-Duty scheduling and rotation.
The Director of Guest Experience is a key member of the senior executive team, providing strong leadership in support of the mission, vision and values of the organization. The position reports to the Deputy Director.
COVID-19 Vaccination Policy: For the safety of our staff, volunteers, and guests, Portland Japanese Garden is requiring all staff and volunteers to be vaccinated against the COVID-19 virus. Candidates must be fully vaccinated by their hire date. ‘Fully vaccinated’ means 2 shots of either the Moderna or Pfizer vaccine, or 1 shot of the Johnson & Johnson vaccine – plus 2 weeks after the final shot.
Primary Duties
Understand our visitors and their experience
- Serve as the senior guest relations executive, advancing a culture of world-class service in all interactions and contact points between the Garden and our guests.
- Develop and implement methods of evaluating the overall guest experience, including, but not limited to, comment cards, surveys, online reviews, and focus groups
- Collaborate with External Affairs departments, as necessary, to implement guest surveys and focus groups that elicit actionable feedback
- Monitor visitor reviews and manage responses externally while ensuring a consistent message is delivered internally
- Lead inter-departmental collaboration that focuses on continuous improvement of performance excellence in all areas impacting the guest experience
- Represent the “guest perspective” in management meetings
- Be present in our public spaces, directly observing the quality of guest experience on a frequent basis. Provide related insights and direction to staff.
- Work with External Affairs departments to understand and guide the path of guests as they move from Visitor to Member to Donor/Volunteer.
- Establish standards and help provide appropriate responses for staff’s interactions when challenging situations with guests arise
Manage Front-of-House teams with direct interaction with visitors, members, and donors when they are on-site
- Provide direct supervision and professional development of their management team, which consists of the Directors of Visitor Relations, Retail, and Café, and lead the scheduling and rotation of the front-of-house managers on duty.
- Create consistent & holistic training to ensure a seamless delivery of high-quality service
- In collaboration with the HR department, create and implement programs that incentivize, recognize, celebrate, and reward behaviors that are consistent with an exceptional guest experience.
- In collaboration with the Director of Volunteers, work to ensure proper customer-service training for all volunteers who will be engaged with the public.
- Understand the capabilities of our Point-Of-Sale and Customer Relationship Management systems to help create an easy and connected on-site experience for visitors, members, and donors.
- Continuously refine staffing levels to maximize efficiency and optimize budgetary impact.
- Oversee budgets for Visitation, Retail, and Café departments.
Help develop processes & policies that create a welcoming, inclusive, and safe environment to all guests
- Actively contribute as a member of the senior management team that determines institutional goals and strategies. Participate in key decision-making for the organization.
- In collaboration with the Director of Safety and Security, ensure readiness for handling building evacuations, guest injuries, and other potential emergency situations.
- In collaboration with the DEI (Diversity, Equity, Inclusiveness) Committee, identify ways to improve accessibility and inclusion for all Garden visitors.
Other Responsibilities
- Assist in the coordination and execution of special events, including the scheduling of staff and volunteers
- Oversee main phone line and general email questions (via Concierge)
- Familiarize oneself with the organization and the Employee Handbook
- Get to know fellow staff members, developing trust, establishing credibility, encouraging teamwork, and creating an atmosphere of open, honest, two-way communication
- Serve as a role model for Garden volunteers, providing support and encouragement to volunteers in their roles across the Garden
- Maintain a high level of professionalism in manner and appearance
- Adhere to Garden Dress Code (business casual)
Qualifications
Studies have shown that women and people of color are much less likely to apply for a position unless they feel they meet every qualification as described. We are committed to finding the best overall candidate and understand that candidate may come from a less traditional background. If you are interested in applying, we encourage you to think broadly about your background and qualifications for this role.
- Minimum of 8 years of experience in hospitality/customer service (prior experience in a cultural, museum, or entertainment venue preferred)
- Minimum of 5 years of supervisory experience
- Exceptional leadership and management skills, with ability to engage a diverse range of individuals in matters of vision and strategy, as well as day-to-day workplace issues
- Proven record of accomplishment for developing, building, motivating, training, and supervising a dedicated team
- Experience interfacing between front-of house and back-of-house operating units
- Able to take ownership of problematic situations using proper judgment to find practical solutions or alternatives. Leadership skills are necessary for responding authoritatively under stress.
- Working knowledge of development, marketing, public relations, and informal educational/cultural programming is preferred
- Creative, energetic attitude with an aptitude for innovation
- Enthusiasm for working in an organization where change is frequent, structure is evolving, and flexibility, teamwork, and good humor are absolutely necessities
- Demonstrated understanding of budgeting and familiarity with proper cash handling practices
- Proficient computer skills in database and point-of-sale software (preferably Tessitura) as well as MS Word, Excel, Outlook, and Power Point
- Effective professional/business communication
- CRP/AED certified (or become certified within 3 months of start date)
Special Requirements
- Able to stand for extended periods, regularly move throughout 12.5-acre campus (indoors and outdoors), and to meet physical demands of leading evacuations and responding to other emergency situations
- Must be able to lift 25 lbs. on occasion
- Must have reliable transportation, proof of insurance, and clean DMV record
- $80,000 – $90,000 annually, depending on experience
- This is a full-time, salaried position with 40-45 hours per week. Regular workdays are Monday – Friday, but may be needed for occasional weekends.
- Benefits:
- health, dental, and vision insurance (premium 100% covered for employees)
- 401k plan (after 90 days, with 4% employer match after 1 year)
- flexible spending accounts for medical and dependent care expenses
- paid vacation, sick, and holiday time
- free access to the Employee Assistance Program (EAP)
To apply, please submit a resume, cover letter, and three work-related references through our online Career Center (link provided below). Incomplete applications will not be considered. Please no phone calls or hand delivered applications. Application process will remain open until position is filled.
https://recruiting.myapps.paychex.com/appone/MainInfoReq.asp?R_ID=4199095
Portland Japanese Garden is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We recruit, employ, train, compensate, and promote without regard to race, color, national origin, creed, religion, sex, gender identity, sexual orientation, marital status, parental status, disability, age, veteran status, or any other status protected by law.