Director of Visitor Services

Job Summary
Crazy Horse Memorial Foundation is seeking a qualified individual for the position of Director of Visitor Services. The successful candidate will report directly to the CFO in adherence to policy objectives set by the Board of Directors. The Visitor Services Director is the pinpoint person for the Senior Executive Team on matters involving the visiting public. The appointed individual will oversee the administrative, managerial, customer-service, and performance-based aspects of Visitor Services to include the Information Booth, Ticket Offices, and Welcome Center and affiliated functions which average over 500,000 visitors annually. The external and internal experiences in these respective areas connect directly to and impact all areas of the foundation and therefore, the director is relied upon to proactively address issues and to propose new ideas to improve and enhance the visitor experience.

Key Responsibilities include (but are not limited to):

· Responsible for managing, supervising, scheduling, and coordinating the performance of employees engaged in hospitality and customer service at the Information Booth, Ticket Offices, Welcome Center, step-on guides for bus companies, van rides to the top of Crazy horse Mountain, and affiliated services along with ensuring staff are trained and capable of managing their duties effectively.

· Coordinates employee efforts by encouraging them to work as a team providing a positive and seamless experience for visitors so they can see and enjoy all of Crazy Horse Memorial.

· Assembles and analyzes relevant data and develops and recommends Visitor Services policies and procedures to the Senior Executive Team to improve visitors experience; recommends staffing levels to management based on cyclical needs; sets priorities and schedules daily work assignments for the department.

· Monitors and evaluates staff performance using the established performance appraisal policies and procedures and addresses problems promptly, directly, and confidentially with each employee; documents and maintains accurate, up-to-date, confidential records on performance and conduct. Keeps the Senior Executive Team appraised of all issues, and manages visitor concerns, comments, and complaints providing effective responses to issues.

· Assures that Visitor Service staff are knowledgeable of The Indian Museum of North America® and Cultural Center by successfully completing docent training offered by qualified museum staff.

· Maintains close working relationships with the Sales, Development, Museum, Cultural Affairs, and Education Departments, providing extraordinary visitor services further enhancing the goals of these departments. Visitor Service staff should take every opportunity to answer visitors’ questions and serve as hosts.

Minimum Qualifications:

· Bachelor’s degree in business, Communications, or similar field.

· Supervisory experience

· Knowledge of best practice in tourism, hospitality, and customer service.

· Strong organizational, communication, leadership, and writing skills.

Candidates may apply by submitting your resume and/or application to:

Human Resources

Crazy Horse Memorial Foundation®

12151 Avenue of the Chiefs

Crazy Horse, SD 57730-8900

Or email: hr@crazyhorse.org

Job Types: Full-time, Part-time

Pay: $90,000.00 - $100,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Custer, SD 57730 (Required)

Ability to Relocate:

• Custer, SD 57730: Relocate before starting work (Required)

Work Location: In person

Salary : $90,000 - $100,000