Guest Services Manager Jobs

Work for one of the most beautiful places in Nashville! Formerly the family home of Mabel and Leslie Cheek, Cheekwood now serves the public as a botanical garden, arboretum, and museum with period rooms and art galleries. Cheekwood’s mission is to stimulate the mind and nurture the spirit, for not only our visitors, but our staff as well.

We are currently seeking a Guest Services Manager who will be responsible for managing the Guest Services Department and assuring our guests receive a positive customer service experience.

Hours of availability: Wednesday – Sunday, nights as needed. Must be able to maintain a flexible schedule.

Primary Responsibilities:

• Ensure Guest Services Supervisor(s) and Group & Guest Services Supervisor are fulfilling their job duties and upholding the guest services team to the highest customer service standards.
• Create Guest Services staffing schedules to ensure smooth daily operations, paying close attention to the seasonality of the operation, proper break times, and overtime.
• Prepare bi-weekly payroll for hourly staff.
• Hire, train, and directly supervise guest services staff including Guest Services Supervisors and part-time team members. Provide routine resources and communication to keep staff informed and updated on current and upcoming ticket sales, exhibitions, programs, and other activities. Ensure relevant training with respect to ticketing, customer service, and security procedures including de-escalation training. In collaboration with the Director of Guest Operations, responsible for annual reviews.
• Manage operational oversight of guest service areas including supplies and technical equipment.
• Other duties as assigned.
• Provide leadership in handling guest service inquiries, issues, and concerns in person, via phone, or through written correspondence. When needed, address customer service and ticketing issues or concerns and anticipate unstated ones.

• At least three years’ experience in the hospitality arena
• Strong cash handling skills
• Computer skills including Microsoft Outlook, Word and Excel.
• Responsible attitude and professionalism toward career is essential
• Effective communication and the ability to deal effectively with people at all levels are extremely important
• Detail-oriented
• Must be a team player and creative problem solver
• Availability to work required hours. Additional hours may be required in busy seasons beyond the normal 40-hour workweek.
• Public speaking ability
• Demonstrated leadership abilities
• Ability to multitask and produce quality results in a fast-paced, customer-service oriented environment
• Good people skills
• Bachelor’s Degree in the Arts, Business, or Hospitality and Tourism management or related field preferred, with consideration for equivalent work experience

Cheekwood follows the CDC’s Covid-19 recommendations and has a voluntary vaccine policy.

Cheekwood offers a comprehensive array of valuable benefits to full-time team members to protect health, family and way of life including Health Insurance with an HRA (Cheekwood pays 90% of the cost of one of the employee-only plans), Dental (Cheekwood pays a portion of the premium), Vision, Life Insurance (100% paid by Cheekwood), Long Term Disability Insurance (100% paid by Cheekwood), Voluntary Life Insurance, Short Term Disability Insurance, 403b (with a generous employer match offered), Employee Assistance Program, Paid Time Off and 11 Paid Holidays. Aflac products are also available.

Cheekwood is an equal opportunity employer.