Associate Director of Guest Experience

Overview

The Associate Director of Guest Experience is a leadership role that combines a transformative understanding of customer service with daily oversight of our hospitality environment. The Ringling receives over 400,000 visitors annually, and this position will professionalize, train, and enhance our public-facing teams who welcome them. They will articulate an environment of hospitality in which all visitors feel a sense of belonging in an accessible 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, staff and volunteers at The Ringling will benefit from this training and support.

The Ringling's Strategic Plan affirms a dedication to 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 that engages local, state, and global communities and is accessible to and for all. Building upon existing standards of excellence, the Associate Director of Guest Experience will ensure that interactions reflect the highest standards, elevating our reputation. Through a tailored curriculum, staff and volunteers will hone communication, problem-solving, and interpersonal skills to 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 a welcoming guest 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, compliance, and policy, with additional support from 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 and history with a strong commitment to 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 environment 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 compliance.
• 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.

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 five years in a supervisory or managerial role.
• Proven experience in a similar role within a museum 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 team building that provides a sustainable roadmap to promoting organizational methods 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 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.

Contact Info

For more information, technical assistance, or should you require accommodations for the application or interview processes, please contact Ringling Human Resources at or .

University Information

One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, there's the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow's news!

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.

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 tool 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 . 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.

Your application is not complete until you have uploaded:

• Resume
• Contact information (phone and/or email) for three professional references

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.

FSU is an Equal Employment Opportunity Employer.