Director of Guest Operations (Full-time)Reporting to the Vice President for Education and Guest Experience, the Director of Guest Operations is responsible for the following:
- Fostering a culture placing our guests at the forefront of our decision-making. This includes the management of robust guest feedback systems and developing staff training programs to ensure that Monticello maintains its world-class guest experience ratings.
- Managing budgets and personnel for Admissions, Guest Services, and Transportation, including three manager-level direct reports.
- Planning operational logistics for major events, including Monticello's annual July 4th Naturalization Ceremony
- Setting policies for online and on-site admissions, access control, service recovery, accessibility, and wayfinding
- Managing Monticello's fleet of six shuttle buses, and collaborating with other departments on security screening procedures, safety programs, and DOT compliance
Compensation:$105,000 - $112,000
Knowledge, Skills and Abilities- A bachelor's degree; a master's degree in a relevant field is preferred
- Demonstrated director-level experience planning guest facilities, operations, and experiences at scale
- Strong knowledge of ticketing, admissions, and guest-facing CRM platforms, with the ability to use reporting and data export functions to drive operational decisions
- A passion for guest service, and demonstrated ability to cultivating an institutional culture that places guest experience first
- Strong business and financial acumen
- A record of team-driven results and effective leadership
- High-level analytical and project management skills, with experience managing collaborative projects
- The ability to anticipate how events, programs, and plans will affect guest flow - and to build plans that mitigate negative impact before it happens
- Excellent written and verbal communication skills, with the ability to work across a diverse range of staff and visitors
Physical Demands- As a seven-day-a-week operation, this role requires availability for non-traditional shifts - evenings, weekends, and holidays - and on-call availability for emergencies.
- Monticello sits on a mountaintop: the job requires working outdoors in all weather and walking steep, uneven terrain on a regular basis.
We provide the following benefits for our full-time employees:- Excellent benefits package (including medical, dental, vision, 401(k) retirement savings plan plus 6% match, life insurance, and more!).
- Fitness club membership discount.
- Discount in the Monticello Cafe, gift shop, and Monticello online catalog.
- Employee Assistance Program (EAP) - free for employee and dependents.
- $500 employee referral bonus.
If you believe this opportunity is the right fit for you, we encourage you to apply!
