Director Of Sales & Guest Relations

Join the Gettysburg Foundation team, where you can be a part of promoting Gettysburg.Gettysburg is an iconic place in American history.Become a team member of our non-profit, Gettysburg Foundation, where we raise funds to partner with the National Park Service to educate and preserve the Gettysburg National Battlefield for generations to come. Gettysburg Foundation owns and operates the Gettysburg Museum of the American Civil War, Children of Gettysburg 1863 museum and Ticket to the Past virtual reality venue.

Position Summary: The Director of Sales & Guest Relations works with the Vice President for Marketing & Sales along with the entire team to develop and implement strategies to increase revenue from single and group ticket sales and overseeing the essence of the guest experience anywhere Gettysburg Foundation interacts with visitors. This position manages the hiring, training, scheduling and supervision of staff who are responsible for delivering high-quality guest experiences. The director interacts and works across all departments and with external partners daily.

THE ESSENTIAL FUNCTIONS OF THE POSITION INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

·Direct supervision of Sales Manager

·Support leadership in understanding of pipeline, forecasts, retention, and other KPIs while bringing best in class sales strategy

·Assist in the formulation and implementation of proactive marketing campaigns and track leads, inquiries, lost business, and sales revenue to provide ongoing status reports

·Attend designated domestic travel industry tradeshows to promote the MVC and develop strong positioning of the MVC in tour packaging and sales channels as needed

·Perform outside sales calls to DMO’s, corporate accounts, group tour operators, welcome centers, etc. to nurture relationships and increase business

·Report on customer relationships, sales forecasts, and new prospects

·Assist with forecast revenue from single and group ticket sales for all products and analyze daily single and group ticket sales to monitor and maintain progress against goals

·Work effectively across departments to balance earned revenue goals with programs, visitor development initiatives and staffing

·Lead and oversee the development and implementation of strategies that ensure an outstanding experience for all visitors

·Demonstrate excellent customer service skills, responding promptly to customer inquiries and requests

·Oversee the development and maintenance of documentation and training materials that ensure staff is fully trained in handling customer issues

·Help inform ongoing analysis of current and historical sales information

·Serve as a primary staff liaison to committees related to guest relations and visitor experiences

·Provide leadership and support to enable staff to fulfill their operational and strategic goals.This includes hiring, job expectations and goals, monitoring and evaluating performance, developmental opportunities, compensation recommendations, approving budgets and overseeing expenditures

·Engage in performance management, working collaboratively to coach, train, and develop staff members to consistently provide exceptional customer service, align expectations and drive for results

·Review existing offerings and revenue sources and identify areas for increased revenue generation.

·Govern the development and execution of operational plans to implement revenue generation programs in collaboration with other areas

·Partner with the National Park Service to ensure front-line team receives training and recognition and appreciation

·Serve as the eyes and ears of the museum and coordinate, as appropriate, with security and facilities and the collections and education departments of the National Park Service to prevent or remedy issues which might adversely impact visitor experiences

·Empower as well as hold the team accountable to provide an exemplary level of guest service at all touch points of the operation

·Maintain and build a strong sense of community, loyalty and brand love amongst all staff from custodial to fellow managers

·Govern the development and execution of operation plans to implement revenue generation programs in collaboration with other areas

·Effectively communicate with corporate team and direct supervisor

·Oversee operations management including hiring, recruiting, onboarding, re-ordering, stocking and other operational processes

·Participate and assist in special programs, projects and activities as needed

·In collaboration with various departments, manage sales/marketing related events, from concept through completion, including Sacred Trust, Scout Quest, special MVC events

THE DESCRIPTION ABOVE REPRESENTS THE MOST SIGNIFICANT ESSENTIAL DUTIES OF THE JOB BUT DOES NOT EXCLUDE OTHERS

THE NON-ESSENTIAL FUNCTIONS OF THE POSITION INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

• Perform other related duties

EDUCATION/SPECIAL SKILLS/EXPERIENCE:

• Exceptional people management and coaching skills
• Able to successfully handle multiple priorities in sometimes high stress situations
• Excellent verbal and written communication and documentation skills required
• Must be able to work well independently and to manage, train, and motivate others
• Ability to build relationships with peers, cross-functional counterparts, and upper management
• Proficiency with Microsoft Office including Word, Excel, Outlook, PowerPoint and other Windows applications required
• Iterate, develop, and implement the onboarding plans for new hires across all functions of our commercial team
• Demonstrated experience developing and implementing effective initiatives and strategies to ensure consistent service excellence, is a must. This person will possess knowledge of audience evaluation techniques
• 10 years’ experience including a minimum of 5 years of progressive management experience; sales and retail supervisory experience preferred
• Comfort with a growing and ever changing fast-paced environment
• Position requires the ability to accommodate a flexible schedule, including evenings, weekends, and holidays, as well as being able to perform in a fast-paced, dynamic work environment
• Bachelor’s degree required or equivalent experience
• Highly collaborative with the ability to motivate those around you to produce exceptional results
• Empathy and ability to understand customer viewpoint and customer service

PHYSICAL/MENTAL CHARACTERISTICS OF THE POSITION AND ENVIRONMENTAL FACTORS OF THE WORKPLACE:

• Ability to lift, carry up to 20 lbs, climb, sit, stand, etc.
• Ability to use a computer for entering and retrieving data.
• Ability to use office equipment.