New Search: Director of Visitor Experience, Ford House
Position Description
The Director of Visitor Experience leads and provides strategic direction for all aspects of the visitor experience at Ford House. The Director exemplifies and instructs on the evolving standards/best practices for creation and execution of a one-of-a-kind, welcoming, and inclusive visitor experience. The Director manages a team of approximately 45 employees that are positioned at every point of visitor interaction (admissions, shuttle services, group sales, retail, and food services.) This role is responsible for the daily operations of the Visitor Center and other public spaces allowing for ongoing engagement with visitors and ensuring oversight of systems and policies necessary for efficient estate operations. The Director of Visitor Experience position is rooted in collaborative relationships with the other Ford House Directors and management team. The Visitor Experience Director oversees revenue streams from various sources (admissions, ticketing, events, rentals, food services and retail.)
Key Responsibilities
Leadership & Strategy
Provide structure, support, and oversight to direct reports (Visitor Experience Manager, Visitor Experience Operations Manager, and Retail & Buyer Manager) as well as Visitor Experience Coordinators, Leads and Associates. Ensure that staffing levels are maintained, and all team members are prepared to meet performance expectations and goals. Monitor staff structure, professional development, compensation budgets, and expenditures.
Develop and implement a comprehensive visitor experience strategy that encompasses every aspect of a visitor journey from arrival to departure. Ensure that all other departments have a comprehensive understanding of their role and impact on the visitor experience.
Develop opportunities to engage a broad and diverse guest demographic to promote Ford House as an inclusive and welcoming destination.
Evaluate existing and design additional strategies for guest retention/return and increased earned revenue opportunities.
Evaluate all programs, events, rentals, and operations to ensure alignment with Ford House mission and brand.
Attend quarterly Director retreats, and monthly management meetings to advise on department issues/events.
Visitor Engagement & Service
Ensure the Visitor Center and all visitor spaces are prepared for daily visitor engagement. Enlist other departments as necessary for safety, compliance, maintenance, cleanliness, functionality (AV), and accessibility.
Maintain high standards of visitor services, providing exceptional interactions and visitor satisfaction.
Develop and maintain systems for capturing and analyzing visitor data and feedback to maximize earned revenue and continuously improve the visitor experience.
Analyze visitor research and audience segmentation strategies, identify potential new audiences, and/or visitor services needs to determine the most efficient and appropriate manner to achieve goals.
Ensure access to exhibits, transportation, and other logistical components are in place and exceeding expectations.
Observe and evaluate the physical Estate during all phases of operations and coordinate, as appropriate with departments, to prevent or remedy any issue which might adversely impact on the visitor experience.
Operations & Fiscal Responsibilities
Manage and report on several streams of earned revenue (visitor services, admissions, facility rentals, group tours, photography sales, retail and food services.)
Develop and manage the department budget, monitor compensation and expenditures to ensure sustainability.
Ensure that Ford House rental and vendor cost/contracts are appropriate and necessary.
Assist in management, problem solving, and remediation of IT and AV as it relates to the guest experience.
Food Service & Retail
Primary liaison to contracted food service provider (Continental Service – restaurant & catering.)
Primary liaison to contracted restaurant manager and service provider.
Ensure Ford House’s representation, mission, and best interests are prioritized and that earned revenue opportunities are maximized.
Marketing & Outreach
Work closely with the Communications & Engagement team to promote visitor experience offerings and enhance brand visibility.
Collaborate on the creation of promotional materials, digital campaigns, and outreach efforts to engage new and returning visitors.
Partnerships & Community Engagement
Cultivate relationships to promote Ford House as destination and point of community involvement.
Represent Ford House at external events.
Rentals & Event Activity
Oversee the planning and execution of rentals at Ford House (incudes small, private room rentals to large, estate closing/buyouts.)
Ensure all departments are informed and prepared for operational duties and responsibilities for all events (ranging from small tours, site rentals, educational programs, to large scale concerts and estate closing corporate fund raisers.)
Ensure all rental contracts are executed in the best interest of Ford House.
Ensure all rentals adhere to mission and brand standards.
Ensure all activity aligns with Ford House mission and the ultimate protection of the historic core.
Other Duties as Assigned
Qualifications
A 4-year college degree in a relevant field is required. A master’s degree is preferred.
A minimum of 5-7 years of demonstrated management and leadership experience, preferably in a fast-paced, customer-focused environment is required.
10 years of professional experience in a related field with similar job duties is strongly preferred.
Experience in facility management.
Knowledge of best practices in visitor and museum services with proven ability to design and execute innovative visitor experiences that engage and educate diverse audiences.
Ability to present and speak on complex information in various formats to various audiences.
Strong computer, IT, AV skills and interest in emerging technologies.
Demonstrated budget management, basic understanding of GAAP.
Non-profit, museum industry experience is helpful.
Key Characteristics
Exceptional leadership and management skills with a proven record of developing high-performance teams.
Creative, strategic thinker with excellent organizational and project management skills.
Ability to excel in a collaborative environment. Communicate effectively with staff, visitors, vendors, and community.
Adaptable with effective problem-solving skills in pressure situations.
Must be a motivator, a clear communicator in written and oral form, and possess the ability to engage and inspire others.
Capable of effectively handling multiple projects and various phases simultaneously.
A good sense of humor and a sense of diplomacy to address difficult situations is very helpful.
Other Job Requirements
Successful completion of background check.
Physically able to sit for long periods of time, walk/navigate 87 acres of estate during large scale events, able to bend and/or stoop, climb, and lift up to 25 lbs. to perform tasks that may be required in the course of museum/event operation.
Salary: $100,000
Contact Meredith Handakas to learn more or to apply using meredith@bryanandjordan.com. Provide a cover letter, resume, and three references no later than February 12.
Ford House is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally recognized protected basis under federal, state, or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws.