Director of Operations (Full-Time)

Description

Why Cheekwood?

Working at Cheekwood Estate & Gardens offers you the opportunity to work for one of the most beautiful places in Nashville. Formerly the home of Mabel and Leslie Cheek, Cheekwood now serves the public as a botanical garden, arboretum, and museum with period rooms and art galleries. At Cheekwood, you will have the opportunity to explore a wide range of roles tailored to your skills and interests. Whether you are passionate about horticulture, art curation, historical preservation, or one of our many other career opportunities, you would have the chance to thrive and make a meaningful impact here. Working in such a place that cherishes its rich history, vibrant art scene, and serene gardens offers a unique blend of fulfillment and inspiration. You will find yourself in a supportive environment where every day brings new opportunities for personal and professional growth, amidst the backdrop of picturesque setting.

What will you be doing?

This role will ensure the safe and efficient day-to-day guest operations of the facility ensuring that our guests receive a safe and positive customer service experience. Managing quality assurance, overseeing the supervising, hiring, and training of Guest Services staff, monitoring existing operations and processes and analyzing their effectiveness; and creating strategies to improve productivity and efficiency in the operation.

Essential Functions And Responsibilities

• Oversee site-wide operations during peak guest visitation – both daytime and night.
• Function as the highest-ranking staff member on site (Manager On Duty) during peak guest visitation – both daytime and night.
• Troubleshoot guest operations issues as they arise – coordinating with other department managers as necessary.
• With the assistance of Guest Experience Coordinator(s), supervise and provide training and resources to the Guest Services staff. Responsible for annual reviews.
• Hire, train, evaluate, or discharge Guest Services staff and resolve personnel grievances.
• Ensure all team members contribute to a welcoming environment for guests and staff.
• Perform opening & closing procedures as needed.
• Prepare bi-weekly payroll for hourly Guest Services staff.
• Address customer service issues or concerns with a friendly demeanor. Assure that all visitors are welcomed and informed of the various activities offered by Cheekwood. Continually analyze and develop a positive customer service environment for our guests.
• Troubleshoot technical issues that may arise.
• Champion data and technology initiatives that impact the guest experience, working collaboratively with the IT and Guest Services departments to uncover trends, opportunities, and challenges.
• Develop and implement a customer service plan, including departmental procedures and policies to ensure a welcoming and positive experience for all guests.
• Provide and conduct ongoing customer service training to all Cheekwood staff members.
• Monitor sitewide safety and cleanliness – alerting security and/or facilities for any issues to be addressed; assisting with safety issues as needed.
• Develop, administer and monitor budget expenditures for the Guest Services and Group Tour departments.
• Oversee the Altru ticketing system for Daily Admission and Special Events, including Membership discounts, as well as accompanying Social Good Software e-mails and calendars, and third-party ticket agreements.
• Ensure that all Guest Services team members maintain Cheekwood’s data standards in Altru.
• Create and distribute guest feedback surveys. Analyze guest feedback and provide strategic direction to continuously improve the guest experience.
• Participate in and assist with institutional planning that touches on all aspects of guest welcome and wayfinding, customer service, and accessibility.
• Manage and support the Guest Experience and Group Reservation Coordinators, ensuring that they are fulfilling their duties and upholding the highest customer service standards.
• Assist Group Reservation Coordinator in providing prompt and informative customer service to tour inquiries, and greeting group arrivals, when needed.
• Provide guidance to the Group Reservation Coordinator in analyzing and setting sales goals to increase Group Tour attendance and revenue as well as programming opportunities, policies, and resources.
• Collaborate with Marketing in recommending on-site signage and other forms of communications to help guide and inform visitors.
• Assist Chief Operating Officer in parking planning efforts, as needed.
• Participate in various Cheekwood task forces
  
  

Requirements

• Education: Bachelor’s Degree required. Degree or certificate in hospitality and tourism management or related field preferred. Equivalent work experience will be considered.
• Knowledge, Skills, and Abilities: Detail oriented, good people skills. Responsible attitude and professionalism toward career essential. Ability to multitask and produce quality results in a fast-paced, customer-service oriented environment. Must be a team player and creative problem solver. Must be able to work required hours; additional hours may be required in busy seasons beyond the normal 40-hour workweek. Must be able to maintain flexible schedule. Must be able to work weekends and nights as required. Computer skills including Microsoft Outlook, Word and Excel.
• Experience: At least three years’ experience in the hospitality arena. Demonstrated leadership abilities. Effective communication and the ability to deal effectively with people at all levels is extremely important. Public speaking ability.
  
  

Benefits

The well-being of Cheekwood employees is essential. So, when it comes to our benefits package, we offer one of the best. We offer the following benefits to all full-time employees:

• Health Insurance with an HRA
• Dental
• Vision
• Life Insurance (100% paid by Cheekwood)
• Long Term Disability Insurance (100% paid by Cheekwood)
• Voluntary Life Insurance
• Short Term Disability Insurance
• 403b and Roth 403b with a generous employer match
• Employee Assistance Program
• Paid Time Off and 11 Paid Holidays
• Aflac products are offered.