Guest Experience Manager

General Nature of Work

The Guest Experience Manager will be responsible for driving earned and contributed revenue through special events, gift shop sales, and other income generators. Oversees the staff and volunteers that welcome all visitors and facilitates the visitor experience.
 

JOB RESPONSIBILITIES

The following duties are normal for this position.  The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.  Other duties may be required and assigned.
 

Visitor Services

• Fosters a welcoming environment for Garden visitors, ensuring that they are informed about daily programming and other offerings, including membership.
• With Visitor Services Coordinator, ensures tracking visitors, including demographics, are accurately reported. Develops and evolves protocols to collect key demographic information.
• Serves as a super user of POS software, supports training of colleagues and volunteers, and instills best practices.
• Collects and reports visitor feedback through direct contacts, social media, and emails; responds as necessary.
• Spearheads audience evaluation projects and visitor surveys.

Sales

• With Visitor Services Coordinator, develops a quality retail sales operation featuring a curated collection of merchandise that represents Smith-Gilbert Gardens.
• Forecasts volume and establishes quarterly sales goals.
• Familiar with POS; able to evaluate commerce platforms and make recommendation for best option.
• Ensures protocols are followed for cashiering and daily/monthly reporting.

Special Events/Fundraising

• Maintains fundraising program; manages current sponsor contracts; monitors and maintains sponsor benefits; maintains list of current sponsors; submits sponsor list for events to appropriate personnel; maintains all related documentation.

• Recruits sponsors for Garden events; determines funding needs; creates and compiles sponsor information; develops partnerships with local businesses and civic organizations; identifies and solicits potential sponsors; schedules and attends meetings; answers questions and provides information as to benefits of events and programs; maintains related documentation.
• Assists with grant applications within designated timeframes and per established procedures; researches grant opportunities; compiles and gathers data and information; types and assembles grant applications; submits applications to funding agencies; maintains related documentation.
• Assists managing events and rentals to evaluate and improve the guest experience.
• Works with Finance Department to ensure all revenues are captured and reported accurately. Completes required daily and monthly financial tools and reports.
• Communicates with supervisor, City employees, vendors, sponsors, volunteers, the public, outside agencies, and other individuals as needed to coordinate work activities, review status of work, exchange information, resolve problems, or give/receive advice/direction.
• Prepares, types, proofreads, and/or completes various forms, reports, invoices, sponsor documentation, vendor documentation, volunteer information and logs, charts, graphs, spreadsheets, or other documents.

Education

• Oversees the docent program by monitoring the delivery of all programming and interpretation to ensure accurate content, appropriate technique, safety of all guests, and guest engagement and satisfaction.
• Works on-site to maintain an optimal programmatic environment for the Gardens’ guests to experience Smith-Gilbert Gardens’ mission.
• Oversees booking group tours to grow revenue stream.
• Assists with leading tours (for students, adults, and donors).

Supervisory

• Supervises Visitor Services Coordinator and Education/Event Coordinator.
• Serves as Saturday Manager on Duty by providing support to guests, staff, volunteers, vendors and any operational needs.
• Understands process and serves as backup to complete bank deposits and GEMS reports.
• Understands process and serves as backup to handle check payments, invoices and updating GEMS – for retail sales, education programs, plant sales, horticulture and rentals.

ADDITIONAL FUNCTIONS

Performs other related duties as required.
 

MINIMUM QUALIFICATIONS

• Three to five years of experience in all or some combination of retail and/or museum sales, event management, visitor dynamics, membership, venue sales (weddings, corporate events) and education/group tours. Prefer experience in public garden, museum, or similar cultural institution.
• Associates or bachelor’s degree in event management, business, hospitality or related field of study preferred.
• Proven experience in fundraising, including securing sponsorships and corporate support.
• Proven ability to manage staff and volunteers.
• Ability to solve complex problems and independently make decisions. Business acumen, leadership, relationship building, and strong interpersonal skills. Demonstrated experience with data tracking, analysis, and software (eTapestry, Square, Silent Auction Pro, GEMS).
• Must be comfortable leading tours for all age groups.
• Considerable ability to communicate effectively, both orally and in writing.
• Must be available on some nights and weekends

ADA Requirements:

Individuals applying for the posted position must be able to perform the essential functions of the position with or without a reasonable accommodation.

Physical Requirements: Tasks require the regular and, at times, sustained performance of moderately physically demanding work, typically involving some combination of climbing and balancing, stooping, kneeling, crouching, and crawling, and that may involve the lifting, carrying, pushing, and/or pulling of moderately heavy objects and materials (20-50 pounds).

Sensory Requirements: Some tasks require the ability to perceive and discriminate colors or shades of colors, sounds, odor, depth, texture, and visual cues or signals.  Some tasks require the ability to communicate orally.

Work Environment: Typical garden and office setting, with education programs and events/rentals occurring outdoors in hot, cold, wet and/or dry and winter conditions. Moderate to loud noise levels.

Position will be open until filled. 

City of Kennesaw-Growing City, Growing Careers

From its pre-Civil War beginnings in the 1800s, to its current reputation as a Best City to Live In, Kennesaw has been recognized throughout the U.S. for its standards of excellence and quality of life. Kennesaw has grown to a community of 36,000 residents within a 9-square-mile area. Located 26 miles north of downtown Atlanta near I-75, Kennesaw has taken advantage of its convenient location and the willingness of its employees to provide a strong base of services to businesses, residents, and visitors alike.

The City of Kennesaw is an Equal Opportunity Employer and the Kennesaw Police Department actively recruits any qualified person regardless of race, color, religion, national origin, sex, or age.

We participate in the E-Verify program as required by law. To find out more, visit. www.everify.gov