Principal Function: The Director of Ticketing and Guest Relations is responsible for strategic leadership and management of all guest relations operations leading to an exceptional, seamless and guest-centered experience for all Conner Prairie guests.
Essential Duties and Responsibilities: Duties include, but are not limited to:
Serves as a member of the Guest Experience Division Senior Leadership team.
Provides strategic oversight of all Guest Relations Department functions including ticket desk, concierge, stroller/wagon rentals, balloon voyage ticket kiosk and back-office Guest interactions via phone and digital communication.
Administers all ticketing databases and systems to include setup and configuration of ticket types and pricing, discounts, online sales pages, program capacities, presales, daily sales screens, self-service kiosks, and related functions. Configures receipts (printed and emailed), printed ticket templates, know-before-you-go emails and other types of documents generated from ticket sales systems. Liaison to database and ticketing software account representatives.
Directs full-time members of the Guest Relations team, including Senior Manager, Coordinators and Concierge. Provides coaching and feedback on performance as appropriate. Prepares and delivers annual performance reviews.
Serves as a member of the Pricing Team to evaluate ticket options and pricing for various constituencies across the museum including general admission, festivals, special programs, classes, camps etcetera.
Collaborates with leaders from other front-facing teams to create and maintain a consistent, unified and guest-focused service culture across the entire museum. Serves as a guest service champion and advocates for guest needs and services where appropriate in meetings, event planning, policies, etcetera.
Works in collaboration with Business Intelligence to monitor and track guest comments and feedback for all areas of the museum, looking for trends and consistent problem areas. Works with other departments as necessary to discuss and resolve feedback.
Prepares annual department budget. Tracks spending against budget throughout the year and makes adjustments as necessary.
Collaborates with Business Intelligence team to generate revenue and attendance reports for various programs, events, classes, etcetera.
Expert user of digital phone system. Updates and maintains main phone line menus and ensures relevant and accurate information is represented. Works with Marketing and Communications team to ensure relevant and accurate information is represented via recorded messaging and across the Conner Prairie website.
Collaborates with Membership team to develop and design strategies to promote and support Membership sales online and via phone.
Serves as Guest Relations Person in Charge (PIC) during daily operations, festivals and special events. Occasionally serves in an expanded PIC capacity for festivals and events on a rotating basis with other Guest Experience Division leaders.
Makes decisions, designs policies and leads with a guest-centric approach. Exemplifies Conner Prairie’s Customer Service Purpose, Beliefs and Commitment to Serve in all interactions with guests, vendors, volunteers and other staff members.
Supervisory Responsibilities: Supervises the full-time Guest Relations team members. Employee carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include, interviewing, hiring, and training employees; planning, assigning, and directing work; scheduling and approving time worked; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Education and/or Experience: Bachelor’s degree (B.A./B.S.) in hospitality management, marketing, communications, public relations or other related field is preferred; and/or five years’ experience and/or training; or equivalent combination of education and experience is required. Previous leadership experience in a guest services role is required. Supervisory experience is required. Previous experience working in the museum and/or entertainment park industry is desired. Previous experience working with CRM and/or ticketing software is required. Previous experience with Blackbaud Altru and/or XTruLink is desired.
Other Skills and Abilities: The following skills and abilities are either required or desired.
Computer software skills required include: Microsoft Outlook, Word, Excel, PowerPoint, and Adobe Acrobat. Experience with ticketing and database systems such as Blackbaud Altru and XTruLink or the ability to learn and master administration of these programs.
Exceptional customer service skills are required.
The ability to prepare and maintain financial budgets is required.
The ability to operate a computer, printer, copy machine, scanner, fax machine, and other office equipment is required.
The ability to speak, read and write in English is required. Spanish is desired.
Qualifications
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of the organization. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
Competencies: To perform this job successfully, all employees at Conner Prairie should demonstrate the following competencies:
Customer Service – Responds to requests for service and assistance; Manages difficult or emotional customer situations focusing on listening without interrupting and keeping ones emotions under control; Solicits customer feedback to improve service; Maintains confidentiality and meets commitments; Remains open to others ideas and tries new things.
Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
Diversity – Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality/Quantity – Demonstrates accuracy and thoroughness; Looks for ways to promote and improve quality; Applies feedback to improve performance; Monitors own work to ensure quality; Meets productivity standards; Completes work in a timely manner; Strives to increase productivity and works quickly.
Safety/Security – Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
Attendance/Punctuality/Dependability – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and events on time; Follows instructions; Responds to management’s direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternative plan.
Job-related Competencies – To perform this job successfully, employees in this job should demonstrate the following competencies:
Delegation – Delegates work assignments; Matches the responsibility to the person;
Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
Leadership – Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
Cost Consciousness – Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
Strategic Thinking – Develops strategies to achieve organizational goals; Understands organization’s strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; and talk or hear. The employee frequently will sit; and reach with hands and arms. The employee occasionally will stand; walk; climb or balance; stoop, kneel, crouch or crawl; taste or smell; and lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and distinguish colors), peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point), depth perception (three-dimensional vision, ability to judge distances and spatial relationships), and the ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
While performing the duties of this job, the employee is exposed to working near moving parts and the risk of electrical shock when working with office equipment and outdoor weather conditions. The noise level in the work environment is usually moderate.
While the offices of Conner Prairie are open from 8:00 a.m. to 5:00 p.m., Monday through Friday, this position may require work beyond these hours and on the weekends. It also may require occasional domestic travel. Thus, a valid driver’s license is required.
