Director of Visitor Experience

JOB DESCRIPTION

Position Title: Director of Visitor Experience

Reports To: Sarah Beckman, Dir. of External Relations

Department of Labor Classification: Exempt

Job Summary:
The Director of Visitor Experience enhances every person’s visit to Balboa Park through their leadership and direction for the Balboa Park Conservancy Visitors Center operations and related guest services–including but not limited to the Information Desk, Gift Shop, Park Ambassadors, custom tours, community outreach and special events.

Essential Functions:

• Direct and support the efforts of the Information Desk staff and volunteers, retail staff, special event volunteers, Park Ambassador volunteers and custom tour guides.
• Serve as an advocate for the needs of all visitors in the planning and implementation of Conservancy initiatives and park programs.
• Ensure that all aspects of the Visitors Center and immediate surrounding area remain safe, welcoming, and clean in collaboration with Conservancy’s facilities and maintenance staff and Park personnel as needed.
• Responsible for $1.2 million annual budget and planning to include capital expenditures and creative revenue generation; prepare and compile monthly and annual reports and statistics
• Collaborate with volunteer manager to recruit, train, evaluate and retain staff and volunteers for year round and/or seasonal work as necessary.
• Create data-driven systems to ensure retail revenue is maximized
• Develop and enhance relationships with Park organizations, City of San Diego Parks & Recreation Department staff, San Diego Tourism Authority and other key stakeholders.
• Represent and promote the Balboa Park Conservancy Visitors Center at meetings, workshops and events
• Lead the Balboa Park Visitors Service Meetings.
• Work with the retail team to conform to the Visitors Center retail store Obsolescence Policy and Purchasing Policy
• Assist other Conservancy team members

Other Responsibilities:

• Reconcile and prepare weekly deposit for armored car pick-up
• Meet with vendors,Retail Store Manager and buyer as needed
• Collaborate with Conservancy’s marketing team to develop custom Balboa Park merchandise
• Reconcile employee time cards
• Process and or approve all expenditures for goods for sale and related expenses.
• Attend gift shows and other merchandise shows as needed
• Plan and implement formal and informal ways of expressing appreciation for staff & volunteers.
• Support the Annual Volunteer Appreciation Dinner. Lead the annual volunteer recruitment and operation of four information stations for December Nights.
• Research and implement new revenue streams for the visitor’s center.
• Assist the retail team with the Annual Inventory Count
• Work retail counter and information counter when required.
• Open/close visitors center when required
• Order supplies for the visitors center including gift shop
• Assist with the setup of pop-up stores for special events

Qualifications and Skills:

• Bachelor degree preferred but not required
• 5 years Visitor Services/hospitality experience preferred
• Retail/Customer/Visitor Service experience required
• Excellent written and oral communication skills
• Knowledge of Balboa Park
• Excel and Word proficient

Physical Requirements:

Must be able to lift 40 lbs.

Some climbing

Some bending stooping and kneeling

Sitting for significant time at a desk working with a computer

Ability to communicate orally and written

Visual Acuity to perform tasks

Ability to receive detailed information through oral communication

Required to work some holidays, weekends and evenings on occasion

This job description is intended as a guide to the general job responsibilities and is not inclusive of all everyday duties the employee is expected to perform

Job Type: Full-time

Experience:

• Hospitality/Visitor Service: 5 years (Preferred)

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Retirement plan
• Paid time off

This Job Is:

• A good fit for applicants with gaps in their resume, or who have been out of the workforce for the past 6 months or more
• Open to applicants who do not have a college diploma

Schedule:

• Monday to Friday
• Weekends required