Guest Services Director

Department: Guest Services

Reports to: Executive Director

Classification: Salary, Full-time, Regular

Job Overview:

The Director of Guest Services is responsible for overseeing and carrying out Kingwood Center Gardens’ vision, mission, and core values by ensuring exceptional guest services and positive transformative experience. The Director strategically leads and manages the day-to-day and long-range goals of the department which consists of the Guest Services Manager, Safety and Security Supervisor, Venue Coordinator and Volunteer Coordinator positions. The Director personally models and leads the organization toward being passionately gracious hosts to guests and community partners while creating multi-generational connections to place and landscape.

The Director ensures that department staff work collaboratively in an organizationally conscious manner to meet common goals and priorities, balancing revenue generation against guest experience and satisfaction.   

  Duties and Responsibilities:

  • Provides business expertise and strategic perspective to identify, evaluate, develop, and drive improvement strategies
  • Assures customer service training is in place to teach staff how to interact with guests and connect guests to interest areas
  • Assures guest feedback programs are in place and identifies service gaps
  • Participates in long range planning, the design and implementation of programs and projects as a leadership team member
  • Cultivates collaborative, guest experience enhancing community partnerships
  • Assembles and administers the department budget and provides periodic reports as needed
  • Oversees and manages all aspects of Kingwood’s business relationships with food & beverage services, vendors, and their contractual agreements
  • Collaborates with the Daily Guest Manager to ensure staffing, back-up and requirements for events, exhibits, and programs
  • Recruits, screens, and hires candidates for direct report positions
  • Supervises, coaches, nurtures, and assesses the team
  • Collects, analyzes, and presents data regarding guest attendance, satisfaction of guest experiences


  • Bachelor’s degree or at least 5 years of demonstrated leadership and managing customer service and hospitality services
  • At least 3 years of demonstrated success leading and managing a large diverse staff in a dynamic work environment
  • Demonstrated ability to design and deliver customer service or quality control training programs
  • Experience in non-profit management or leadership in a cultural institutional setting preferred
  • Demonstrated conflict resolution skills
  • Must have a valid Ohio Driver’s License
  • Must pass a background check
  • Must pass drug test

 Send resume and cover letter to