Director of Pier Park

MISSION 

Navy Pier is the People’s Pier, Chicago’s lakefront treasure, welcoming all and offering dynamic  and eclectic experiences through partnerships and programs that inspire discovery and wonder.

JOB SUMMARY 

The  Director  of  Pier  Park  will  embrace  Navy  Pier’s  mission  and  commitment  to  service  excellence to lead the Pier Park team functions.  This  position  will  act  as  a  change  agent  and  demonstrated  champion  of  Navy  Pier’s  vision,  mission, and values. They will embrace and model outstanding customer service, advance Navy  Pier service standards and goals, run efficient business operations and develop high employee  retention and morale. The Director  of  Pier  Park  develops,  implements, and  tracks  strategies/  loyalty programs/pricing structures to increase guest servicerelated revenues.   The Director of Pier Park reports to the General Manager. This position will provide leadership  for  and  manage  the  Pier  Park  leadership  team  including.  Managers,  Assistant  Managers,  specialists, and all other Pier Park team members.  

KEY DUTIES AND RESPONSIBILITIES

• Continually aspiring to have bestinclass nonprofit operating standards and financial  accountability through a skilled, talented, and motivated team.
• Position  will  lead  integration  and  change  initiatives  while  executing  daytoday  operations collaboratively and inclusively.   
• Act  as  role  model  and  change  agent  for  all  pier  park  operations  and  partners/contractors.   
• Ensure outstanding customer service and operations Pier wide.  
• Collaborate with NP operations team daily to ensure all safety, operational and  procedural requirements are met and to ensure proper and efficient functioning of all  rides/attractions.   
• Manage all managers and guest Pier Park staff, ensuring standard operating procedures  for successful guest interactions and park operations are in place. 
• Ensure team remains guest focused and delivering a superior guest experience. 
• Financial  responsibility  focuses  on  efficient  and  effective  fiscal  management  including  new revenue streams, reallocation/expense reductions and cash management. 
• Provide daily declining budgets for sales and labor expenses to General Manager 
• Creation and tracking of annual budget for Pier Park operations 
• Works with General Manager to create effective staffing programs to find and hire the  best  available  staff  for  seasonal  and  yeararound  Pier  Park  operations.  Leads  the  interview and selection process for seasonal and fulltime staff. 
• Manage  ticketing  systems  including  kiosks,  web  offering,  development,  and  maintenance of all ticketing assets (scanners, printers, ticket stock etc.). 
• Coordinates payroll with the People & Culture department for Pier Park staff 
• Performs other duties as assigned. 

HIRING & TRAINING 

• Develop and implement recruitment plans for new hires to ensure we are recruiting top  talent. 
• Work closely with People & Culture to properly schedule hiring fairs and hiring outreach  in ample time to ensure proper orientation and training can take place. 
• Works  closely  with  the  Training  and  Development  Manager  to  ensure  managers  and  team  members  are  receiving  appropriate  feedback  and  training  tools  necessary  for  success, growth and development within the department and company. 
• Will  assist  in  creating  a  culture  of  service,  through  training  and  leadership  that MUST  spread to other areas of Navy Pier’s operation
• Complete and pass all assigned eLearning, Guest Services and ADA training
• Support Training and Development with the creation of training programs to support  further develop and job readiness of the Pier Park team Support and provide centralized  guest service leadership and customer service training for all frontline functions at Navy  Pier including security, operations, trades, outsourced services, partners, etc.   

COMPLIANCE 

• Complete all ride certification tests, corrected to 100% proficiency.   
• Work  with  Ride  manufacturers  to  schedule  and  complete  all  required  annual  and  ongoing maintenance 
• Work  with Mechanics  and  engineers  to  properly  schedule  all  needed  maintenance  to  ensure state and local guidelines are met and rides are in full operation for the season. 
• Work with state and local government agencies on maintaining proper valid permits  
• Adhere to all state and local laws for ride/attraction training and operations 

SALES 

• Coordination  of  internal  promotions  and  support  needs  with  R&D,  Tenant  partner  management, Marketing and ACE 
• Support and Create Pier wide initiatives to offer a “Day at the Pier” to our guests 
• Analyze,  identify,  and  monitor  sales  trends,  ticket  purchase  patterns,  labor  costs/productivity 
• Build new partnerships to grow the Pier’s sales and revenues. 

QUALIFICATIONS 

• Ability to interpret and apply safety rules and SOPs. 
• Ability to write effective reports and business correspondence.
• Ability  to  effectively  present  information  in  oneonone  and  small  group  situations  to  employees, customers, clients, and other employees of the organization. 
• Ability to apply common sense understanding when carrying out received directives. 
• Problemsolving proficiency with the ability to create solutions as situations change. 
• Possesses a Flexible work schedule, working some weekends, nights, and holidays. 

EDUCATION 

• College degree in hospitality, management, or liberal arts preferred. High school degree  or GED required. 
• Minimum  of  an  Associate’s  degree  (AA)  or  equivalent  from  twoyear  College  or  Hospitality School preferred. 

EXPERIENCE 

• 8   year’s  guest  service/hospitality  experience,  3   years’  leadership  and  management  experience with ability to mentor and motivate a diverse workforce.
• Experience managing team of 100 people; including management and supervisors. 

PHYSICAL DEMAND 

While performing the duties of this job, the individual is required to: 

• Specific vision abilities required by this job include close vision and distance vision. 
• Regularly (2/3 of the time or more) talk or hear. 
• Frequently (1/3 to 2/3 of the time) stand; walk; and sit. 
• Occasionally (1/3 of the time or less) use hands to finger, handle or feel objects, tools, or  controls;  climb  or  balance;  stoop, kneel,  crouch  or  crawl;  reach with  hands and arms;  and lift and/or move up to 50 pounds. 

COMPENSATION 

The pay for this position ranges from $90,000$100,000 on an annualized salary basis. Pay is BiWeekly. 

BENEFITS

The Candidate hired for this position will have access to the following benefits for themselves  and/or their dependents: 

• Medical 
• Dental 
• Vision 
• Health Savings Account, including company contributions 
• 401(k) plan, including company contributions 
• Basic and Voluntary Life Insurance 
• Short Term Disability 
• Long term Disability 
• Voluntary Hospital Indemnity coverage 
• Voluntary Critical Illness coverage 
• Voluntary Transit Flexible Spending Account 
• Voluntary Dependent Care 
• Voluntary Limited Purpose FSA 

WORK ENVIRONMENT

While performing the duties of this job, the individual is required to: 

• Regularly (2/3 of the time or more) be exposed to outdoor weather conditions. 
• Frequently (1/3 to 2/3 of the time) be exposed to vibration. 
• Occasionally  (1/3  of  the  time  or  less)  be  exposed  to  wet,  humid  conditions  (non weather); work near moving mechanical parts; work in high, precarious places; fumes or  airborne particles; and toxic or caustic chemicals. 
• Work in an environment where the noise level is loud.  The preceding job description is not designed to be a complete list of all duties and responsibilities of the role and Navy Pier Inc. reserves the right to modify this role at its discretion.

Navy Pier Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin, age, disability, veteran, marital status, sex, sexual orientation, gender identity, or any other characteristic protected by applicable law. 

Salary : $100,000