Guest Engagement Lead Maymont is a 100-acre historic estate and park, located in Richmond, Virginia, with many unique experiences for all to enjoy, including the historic Maymont Mansion, The Robins Nature Center, arboretum, formal gardens, and habitats for native Virginia wildlife and farm animals. Since 1975, Maymont has been maintained and operated by the nonprofit Maymont Foundation, committed to creating experiences that delight, educate and inspire its guests.
The Maymont Foundation is seeking a Guest Engagement Lead who is responsible for working with guest engagement staff in all aspects of visitor services to provide positive experiences for guests at Maymont. This position reports to the Senior Manager of Visitor Experience.
Essential Functions: Lead sales and promotion of ticketed admission, on-site programs, membership, retail products and vending Assist in the selection and purchase of retail merchandise, and monitor inventory with goals to increase earned income, encourage activity and participation, and strengthen visitation and public interest Assist in the coordination of individual and group volunteers Professionally and efficiently manage and enhance the positive guest experience at Maymont, including The Robins Nature Center, the historic Mansion, Maymont Farm, native wildlife habitats, and 100 acres of parkland and gardens Serve as a guest advocate and brand ambassador before, during and after guests' visits, including responding to incoming phone calls and email inquiries and providing on-site assistance Maintain current information on all Maymont experiences, including exhibits, events and programs, and effectively communicate offerings to guests Support the management of Visitor Experience staff, including providing ongoing customer service training for all staff, and ensuring that the visitor desks and other guest services touchpoints are staffed appropriately Collaborate with other team members to develop and implement guest experience strategies and cross-promotional opportunities for new and existing experiences at Maymont Assist with the collection and tracking of visitor data and reporting weekly, monthly and annual visitation numbers Support Maymont community and fundraising events, which may occur outside normal work schedule Assist with other duties and tasks as assigned Core Competencies: Excellent customer service skills Ability to professionally and courteously communicate during fast-paced and high-demand situations Demonstrated ability to collaborate within and across teams Ability to work flexible shifts including nights, weekends, special events and holidays Strong analytical, data gathering and problem-solving skills Strong attention to detail Ability to work independently while leading and inspiring a team Flexible, creative and innovative Ability to pass a background check Valid driver's license required with reliable transportation to/from Maymont Education and Experience: High school diploma or GED 1+ year prior customer service experience in retail, hospitality or similar guest-facing environment Physical Demands: Frequent sitting, standing, walking and talking for extended periods Frequent climbing, bending, stooping and lifting up to 50 lbs. Ability to work inside and outside in all-weather conditions Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus FLSA Status: Part-Time, Hourly
This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and perform other job-related duties. This document does not create an employment contract, implied or otherwise, other than an "at-will" employment relationship. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Maymont Foundation is committed to creating a diverse environment and is proud to be an equal opportunity employer.
