Tour Service Manager at Historic Estate

Job description

The Interpretive Manager, Tour Services, is a full-time employee of Stan Hywet Hall & Gardens. The Manager is responsible for overseeing all aspects of tour operations and ensuring a consistently exceptional visitor experience. This includes ensuring all interpretive materials and delivery methods are inclusive of different perspectives and backgrounds. This position will also be responsible for recruiting, training, and supervising a team of highly skilled tour guides (staff and volunteers). Also, responsible for continuously evaluating and improving tour programs utilizing data analysis and visitor feedback to identify areas for enhancement and ensure that tour offerings remain relevant, engaging, and impactful for all visitors.

Essential Duties and Responsibilities:

1. Support and implement the goals and priorities of interpretation and education within the Engagement division and manage all activities within the department.

2. Prepare and manage the departmental annual operating budget and strategic operating plan.

3. Oversee the daily opening and closing of the historic structures.

4. Recruit, manage, train, direct, and motivate the staff, interns and volunteers. Oversee and support the Interpretive Coordinators with daily operations.

5. Create and implement general orientation programs and interpreter trainings for new and existing staff and volunteer interpreters.

6. Manage and lead tour experience development using peer review process with interpretive, education and senior leadership in tour development, training workshops, and implementation of new tour offerings.

7. Manage and lead the interpreter review program to maintain interpretive consistency and accuracy, while providing continuing educational opportunities to new and existing staff and volunteers.

8. Develop and implement engaging and informative content: Collaborate with team members in Engagement division to develop and refine experience materials, scripts, objects, and alternative sources that are accurate, engaging, and accessible to diverse audiences.

9. Support the development and implementation of DEAI-informed experiences: Ensure tour content and delivery are inclusive and respectful of diverse perspectives and backgrounds.

10. Work with Visitor Experience division to ensure tour opportunities are appropriately created within point-of-sale software. Also, maintain accurate records and data including attendance tracking, visitor feedback, and other relevant data to assess program effectiveness and identify areas for improvement.

Education and/or Experience:

1. A bachelor’s degree in museum studies, Art History, Hospitality, Tour Management or equivalent field required.

2. Minimum 3 years’ experience managing staff and/or volunteers required.

3. Minimum 3 years’ experience in customer service field required, museum setting, or cultural institution setting, particularly with interpretation or tour development preferred.

4. Computer literacy and the ability to work in a Windows environment required, familiarity with Microsoft Word, Excel, and PowerPoint preferred.

Qualifications:

1. Strong verbal and written communication skills are essential, along with a strong awareness of volunteer and public relations skills.

2. Ability to relate and motivate persons of all ages, diverse backgrounds, skills, and abilities.

3. Ability to set goals and meet deadlines.

4. Must be able to handle multiple projects or tasks and be detailed oriented.

5. Responsible for consistently demonstrating excellent judgment, organizational skills, a professional manner, and maintaining discretion in the use of confidential information.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evenings as needed
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $45,000 - $50,000