What are the responsibilities and job description for the Visitor Service Manager position at The Chickasaw Nation?
We are currently looking for a Full Time Visitor Service Manager to join our Event Operations Visitor Service team located at the Chickasaw Cultural Center working 8 : 00AM-5 : 00PM - Mo Tu We Th Fr.Summary : The Visitor Services Manager will be responsible for all primary functions within the Chikasha Poya Exhibit Center as well as being the connection to all other areas within the Cultural Center to insure that all tours and visitors are accommodated and have an enjoyable experience. The Visitor Services Manager will take a lead role in ensuring customer service excellence is maintained at all, through the use of existing customer service practices and the creation and implementation of new customer service practices. The Visitor Services Manager will ensure all thematic programming is culturally appropriate, suitable for all audiences and will enhance the overall educational experience of visitors. The Visitor Services Manager will work directly with other area Managers to ensure that all tours and visits are well planned and coordinated with other areas throughout the Cultural Center.Responsibilities :
- Ensure quality service is being offered and maintained to enhance visitor's experience
- Monitor the overall operation of the Visitor's Service Staff
- Primary in hiring of all Visitor's Services Staff
- Lead staff development by directing meetings, providing assessments, and reviewing staff performance regarding guests
- Develop and implement training programs to ensure on-going customer service excellence throughout campus
- Coordinate daily operations by reviewing events with staff, reviewing and planning for special events and programs. Additionally, ensuring appropriate staffing is on-hand for events and work schedules
- Maintain an updated schedule of tours; communicate with Special Events all logistics and follow-up on all CCC Tours
- Assist with any special interest tours to provide a unique on-site experience that meets or exceeds the groups expectations
- Handle visitor concerns, comments, and complaints effectively and efficiently
- Relate visitors concerns regarding pricing, experience and exhibits, as needed, to the Senior Manager of Visitor Services and the Director of Event Operations
- Maintain accurate records of CCC number of visitors on a weekly basis
- Work with the Security Team to ensure high standards of visitor safety
- Attend and support public programs and events when requested
- Work closely with the Director of Event Operations and Administrative Team to plan, prepare for, advertise and facilitate public programs
- Work with the Director of Event Operations and CCC marketing Team to present pertinent visitor information on Website
- Review and recommend updates to printed and electronic materials including informational brochures, signages and handouts
- Assists in development and maintenance of division policy and procedure, including compliance with Chickasaw Nation policy and procedure
- Responsible for delivering historical and accurate information to visitors of the Chickasaw Cultural Center.
- Familiarize patrons and tour groups with the Chickasaw culture and traditions
- Provides tours and guidance to various size of groups
- Act as an informal Ambassador for the Chickasaw Cultural Center
- Performs all other duties as assignedCompetencies : Essential :
- Able to follow instructions, both written and oral
- Able to adhere to all scheduling and attendance requirements
- Honesty, truthfulness, reliability, accountability
- Prioritizes, meets deadlines and works independently in a high-pressure environment and uses appropriate judgement in upward communication regarding assignments
- Able to read, understand, apply, and retain knowledge of Chickasaw Nation, departmental, divisional and all other rules, regulations, policies, procedures and guidelines
- Knowledge of Chickasaw history and culture
- Strong leadership, communication, and interpersonal skills, with the ability to lead and motivate team members
- Establishes professional working relationships as appropriate
- Able to verbally communicate in a professional and positive manner with other team members, departments, guests and management
- Writes effective communications with team, departments, guests and managementSkills : Essential :
- Intermediate skill using Microsoft Office productsExperience : Essential :
- 5 years directly related management experienceEducation : Essential :
- High School, GED or EquivalentNonessential :
- Bachelors Degree in directly related fieldCredentials : Essential :
- Pass general background check
- Standard Driver's License
- CN Core Leadership Level 1Essential :
- This position requires completion of level one Core Leadership Training within 12 months of the hire or promotion date.Working Conditions : Essential :
- Pass pre-employment drug test
- Mix of office / non-office settings
- Standing up to 75% of shift
- Sometimes lift and or carry up to 10 lbs
- Must be flexible with work schedule
