The Alamo is looking for a Director of Guest Experience to lead our front line staff.

Full-time with benefits, including employer paid medical, paid time off, short term disability, and a generous 401k match!

??Salary commensurate with experience.

POSITION SCOPE

The Director of Guest Experience will oversee all administrative, managerial, and performance-based aspects of the Guest Experience (GE) Department. This includes strategic planning, project management, and execution of GE goals as they relate to ATIs overall operational objectives. GE staff are responsible for facilitating a safe, educational and meaningful visitor experience at the Alamo and communicating the mission of ATI.

DUTIES, RESPONSIBILITIES & ESSENTIAL FUNCTIONS

Organize and administer the overall operation of the GE Department.

Develop and document all policies and procedures relevant to all GE operations.

Assemble and analyze relevant data and prepare and deliver reports, detailing GE activities to the COO, and other ATI management staff, as needed.

Develop and maintain department budget and budgetary goals, as well as department revenue and revenue targets.

Ensure budget and performance targets are met and tracked via the development and implementation of a broad system of departmental and employee performance metrics, reporting products, and tracking systems.

Work with other ATI Senior Staff to conduct periodic reviews and implement all security and emergency procedures related to GE personnel.

Work with Director of Team Support in recruiting support.

Oversee the development and coordination of all job-specific training and on-going education programs for the GE staff, including incorporating knowledgeable and appropriate background material in coordination with other ATI Senior Staff.

Ensure that all GE staff maintain excellent visitor service standards and adhere to all ATI policies, systems, and procedures.

Handle visitor concerns, comments, and complaints that cannot be settled at the supervisory or managerial level.

Gather and relate visitor feedback about the experience to the VPEI and other ATI staff, as appropriate.

Work with other ATI staff to apply GE resources in order to enhance revenue, as needed and appropriate.

Prepare periodic Committee/Executive-level reports, presentations, and/or agendas on budgeting, system performance, proposed improvements, and any necessary further analysis, as needed.

Attend meetings as requested.

Review and assist in the preparation of RFPs, correspondence, contracts, and public materials, as requested.

Provide additional project management and administrative support, as requested.

REQUIRED QUALIFICATIONS

Bachelors degree preferred.

Five or more years of equivalent experience in public customer (or visitor) service or a not-for-profit organization required.

Proficiency in project management, strategic planning, communications or analogous setting is beneficial and preferred.

Proficiency in Word, Excel, PowerPoint, and Outlook.

Ideal candidate will be a proactive self-starter who excels at working in a dynamic and changing environment.

Ability to manage and/or contribute to a high volume of complex tasks and prioritize workflow and a wide range of projects at any given time in a fast-paced office environment.

Exceptional attention to detail.

Excellent skills at creating thoughtful and analytical presentations.

Demonstrated ability to manage the everyday details of a project while focusing on the highest quality result.

Excellent problem-solving, communication and interpersonal skills are essential.

Demonstrated excellence at quantitative analysis to create insight and support results.

Strong strategic thinking skills.

Ability to see the big picture and propose creative solutions.

Ability to multi-task and to work well in a high-profile environment.

Strong team-orientation and professional attitude.

Outstanding academic and demonstrated professional performance.

LANGUAGE SKILLS & EMPLOYMENT AUTHORIZATION

Must be able to speak, read, and write English.

Additional fluency in other languages is beneficial.

Must be able to provide documents establishing identity and eligibility to work in the United States.

Alamo Trust, Inc. is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.