Guest Services Director

Department: Guest Services

Reports to: Executive Director

Classification: Salary, Full-time, Regular

Job Overview: The Director of Guest Services fulfills Kingwood Center Gardens’ vision and mission. They incorporate our core values through ensuring superior guest service and positive transformative guest experiences through our guest amenities, staff, rentals, and public events. The Director of Guest Services provides multi-generational connections to place and landscape through leading and managing the daily and long-range strategic activities of the department’s various functional areas. The Director personally models and leads the organization toward being passionately gracious hosts to garden guests and community partners. 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:

  • Manages, oversees, and leads to the Guest Services department team members
  • Develops, implements, and monitors programs to ensure guests experience exceptional customer service throughout the organization
  • Participates in long range planning, the design and implementation of programs and projects as a leadership team member
  • Cultivates collaborative community partnerships that enhance the guest experience
  • Assembles and administers the department budget and providing periodic reports to Kingwood’s Marketing and Development Department and Executive Director
  • Coordinates responsibilities in regard to hospitality operations related to; food & beverage services, vendors, and contractual agreements in regards to the operation of our café/premier catering vendor relationship ensuring Kingwood Center Gardens’ highest quality standards are met
  • Recruits, screens, and hires candidates for direct report positions
  • Supervises, coaches, nurtures, and assesses the work of Welcome Desk Supervisor, Volunteer Coordinator, Venue Coordinator, Public Events Coordinator, Custodial Supervisor, Setup Team Lead, Event and Rental Assistant, and Visitor Services Assistant
  • Collects, analyzes, and presents data regarding guest attendance, satisfaction of guest experiences as they relate to long range planning and budgeting
  • Collaborates with other Kingwood staff in designing and executing programs, interpretation, events and displays associated with yearly seasonal and occasional traveling exhibitions that support the mission, engage our community, generate revenue, or encourage visitation
  • Completes special projects and other duties as assigned


  • Prolonged periods of continuous standing, sitting, or walking along with occasional stooping, bending, reaching, crouching
  • Ability to lift 30 pounds occasionally
  • Must be able to move around garden in all weather conditions
  • Ability to work a flexible schedule including evenings, weekends, and holidays
  • Possess strong interpersonal and leadership skills
  • Must be goal-oriented, flexible, and adaptable to potential unanticipated opportunities
  • Must be able to organize workflows to ensure necessary details are captured and enacted
  • Ability to prioritize work amongst competing set of tasks
  • Ability to work with and supervise diverse staff and volunteers
  • Possess verbal and written communication and interpersonal skills, including effective presentation, negotiation, and problems solving skills
  • Ability to collaborate across departments and provide leadership support as required for special events
  • Demonstrated ability with computers, Microsoft software programs, social media platforms, and other databases


  • Bachelor’s degree or at least 5 years of experience of demonstrated leadership and management of 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 not-for-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

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