Associate Director of Guest Experience

Department

The John & Mable Ringling Museum of Art is located in Sarasota, Florida, and is a department of Florida State University . Learn more about The Ringling at https://www.ringling.org/about-ringling/careers/ .

Responsibilities

The Associate Director of Guest Experience is responsible for providing leadership in the cultivation of a culture of hospitality and excellent customer service to all museum guests while overseeing Visitor Services and the Events & Rentals departments.

• Develops and implements a comprehensive guest experience strategy and training program that aligns with The Ringling's strategic plan, mission, vision and values. Establishes best practices in visitor engagement and customer service to foster a welcoming, hospitable environment. Reinforces a customer service, visitor-oriented outlook on Ringling's campus by empowering employees and volunteers to view themselves as representatives of our mission, vision, values and strategic plan.
• Provides guidance, support, and training to all public-facing staff and volunteers. Develops policies and procedures related to all aspects of the visitor experience cross-departmentally and in conjunction with Senior Staff to implement strategies that enhance the visitor experience campus-wide.
• Coordinates and provides supervision of staff in the Visitor Services (Museum Store, Admissions, and Box Office) and Events & Rentals department. Defines performance standards, ensures compliance of museum & university policies, procedures, and supports operational effectiveness of these departments. Continuously improves the guest experience by troubleshooting issues in real-time and stepping in as a team member as needed. Will effectively resolve visitor escalations in person and via external communication if needed, assuring they are resolved positively and appropriately.
• Collaborates with colleagues across the Ringling to support a positive visitor experience. Partners with the Associate Director of Academics, Innovation, + Research to measure visitor experience effectiveness. Monitors visitor feedback to assess visitor satisfaction and identify areas for improvement. Offers analysis of evaluative data to recommend improvements. Works closely with Volunteers Services, Security, and Facilities to ensure that guests receive a welcoming experience; incorporating visitor data to make recommendations for improvement. Works with the Accessibility Team and HR on best practices for ADA compliance. Identify and resolves barriers to accessibility for visitors.
• Defines the needs of the visitor experience by collaborating with Marketing & Communications on wayfinding, signage, maps, and other information and communication methods to ensure that visitors can access the entire campus. Recommends changes to the website, ticketing, and other visitor informational tools as appropriate.
• Serves as a member of Ringling's Senior Staff. Regularly provides updates of the guest experience strategy implementation and training opportunities. Serves on FSU and Museum-specific committees as assigned. Manages and/or supports special or ad-hoc projects as assigned.

Qualifications

Minimum Qualifications:

• Master's degree and four years of related experience or a Bachelor's degree and six years of related experience.

Preferred Qualifications

• Bachelor's degree with progressive work experience in museum services, with 5 years in a supervisory or managerial role.
• Proven experience in a similar role within a museum or cultural institution, with a strong background in visitor engagement and customer service.
• Demonstrated experience and excellence in customer service and operations and in developing and nurturing positive customer interactions.
• Experience with culture building that provides a sustainable roadmap to promoting organizational culture aligned with an organizational mission, vision, and/or strategic plan.
• Strong leadership and interpersonal skills, with experience in supervising and motivating staff.
• Exceptional verbal and written communication skills, with the ability to engage diverse audiences.
• Knowledge of current trends in museum visitor experience, educational theory, and audience development.
• Ability to exercise diplomacy and composure.
• Supportive to colleagues with an ability to work collaboratively across departments.

Other Information

Position Overview:

• The Associate Director of Guest Experience is an opportunity to assume a leadership role that combines a transformative understanding of customer service with daily oversight of our culture of hospitality. The Ringling receives over 400,000 visitors annually, and the Associate Director of Guest Experience will professionalize, train, and enhance our public-facing teams who welcome them. They will articulate a culture of hospitality in which all our visitors feel a sense of belonging in an accessible and inclusive environment. The Associate Director of Guest Experience will collaborate with internal stakeholders to build a training program and support system that aligns with our strategic plan, mission, and vision. Ultimately, all the staff and volunteers at The Ringling will benefit from this training and support.
• The Ringling's 2024-2028 Strategic Plan affirms a dedication to inclusion, inspiration, and excellence, and our mission is to serve in an environment that inspires, educates, and entertains. Our vision is to be an extraordinary center of art and culture that engages the local, state, and global communities and is accessible to and inclusive of all. Building upon existing standards of excellence, the Associate Director of Guest Experience will ensure that our interactions reflect the highest standards, ultimately elevating our reputation. Through a tailored curriculum, our staff and volunteers will hone their communication, problem-solving, and interpersonal skills, fostering a mindset that will enhance the guest experience.
• The Visitor Services Department, including the museum store, admissions, and box office, and the Events Department will report directly to the Associate Director of Guest Experience. The position will also work closely with Volunteers Services, Security, and Facilities to ensure that guests have a welcoming experience. Input from multiple departments will ensure a positive experience for staff, volunteers, and visitors. The Education Department as well as the Associate Director of Academics, Innovation, + Research and curatorial staff will be crucial thought partners. HR will support best practices in training, ADA compliance, and policy, and additional support will be provided by Development and Marketing & Communications. The Associate Director of Guest Experience will report to the Deputy Director.
• The successful applicant will have an understanding of trends in museum visitor services combined with experience in the management of operational teams. They must have an enthusiasm for art, history, and culture with a strong commitment for making museum experiences accessible and enjoyable for all visitors.

Key Responsibilities:

• Develop and implement a comprehensive guest experience training program that aligns with The Ringling's strategic plan, mission, and vision and establishes best practices in visitor engagement and customer service to foster a welcoming, hospitable environment.
• Have a transformative approach to our culture of hospitality by reinforcing a fundamentally customer service, visitor-oriented outlook by empowering employees and volunteers to view themselves as representatives of our mission, vision, and strategic plan.
• Provide guidance, support, and training to all public-facing staff and volunteers. Develop policies and procedures related to all aspects of the visitor experience cross-departmentally and in conjunction with Senior Staff to implement strategies to enhance the visitor experience campus-wide.
• Supervise the teams of Visitor Services and Events, setting high standards for customer service. Support operational effectiveness. Continuously improve the guest experience by troubleshooting real-time issues; settle visitor escalations positively and appropriately.
• Work with the Accessibility Team and HR on best practices for ADA compliance. Identify and resolve barriers to accessibility for visitors.
• Collaborate with the Associate Director of Academics, Innovation, + Research to measure visitor experience effectiveness. Monitor visitor feedback to assess visitor satisfaction and identify areas for improvement. Offer analysis of evaluative data to recommend improvements. Report back to Senior Staff about training and implementation on a regular basis.
• Define the needs of the guest experience by collaborating with Marketing & Communications on wayfinding, signage, maps, and other information and communication methods to ensure that visitors can access the entire campus. Recommend changes to the website, ticketing, and other visitor informational tools as appropriate.

Helpful

The Ringling's administrative offices will be closed 11/27/24 - 11/29/24 and 12/21/24 - 1/5/25. Applications received during this period may not be reviewed until the new year.

FSU Total Rewards

FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.

Use our interactive too l to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.

How To Apply

If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.

Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.

Considerations

Rate of Pay : Will be commensurate with the education, skills, and experience of the selected candidate. Find out more about our comprehensive benefits and leave package under the "FSU Total Rewards" section.

Working Hours : Monday - Friday from 8:00 AM to 5:00 PM with a one hour meal period. This role is required to work a flexible schedule including evenings, weekends, special events, and holidays based on the needs of The Ringling.

• This position is based in Sarasota, FL.
• This is an A&P position.
• This position requires successful completion of a criminal history background check to include fingerprinting .

For more information, technical assistance, or should you require accommodations for the application or interview processes, please contact Ringling Human Resources at 941-358-2773 or employment@ringling.org.

Equal Employment Opportunity

An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.

FSU's Equal Opportunity Statement can be accessed at : https://hr.fsu.edu/sites/g/files/upcbnu2186/files/PDF/Publications/diversity/EEO_Statement.pdf .