Job opening: Museum and Tours Manager

Manage all aspects of the daily operation of the Ryman Museum and Tours including staff supervision & development, customer service, exhibit maintenance & program fulfillment. Work with Grand Ole Opry Group Curator on developing new exhibits and programs

Job Responsibilities:

  • Staff Supervision/Development  
  • Recruit, interview, hire and train new staff in conjunction with Corporate HR
  • Create monthly schedules for museum staff ensuring appropriate levels of staffing based on forecasted attendance; coordinate time off requests; monitor average hours audits; ensure appropriate breaks during work shifts
  • Provide daily supervision of museum staff including coaching, conflict resolution and discipline when needed
  • Conduct annual reviews of museum employees
  • Actively work with museum staff on content delivered to patrons during all tours and museum programs to ensure accuracy of information and quality of presentation including initial training/orientation, periodic group retraining and regular on-the-job coaching  
  • Ensure that SSTs are kept up-to-date and are adhered to by museum staff

 

  • Museum Operation
  • Ensure that museum opens on time and that all museum programs (tours, photos, make-a-record, etc) are conducted as scheduled
  • Ensure that all components of the museum are operating properly on a daily basis (including but not limited to videos, audio tour, photo concession, make-a-record booth), working with Facility Manager, maintenance department and daytime housekeepers on any issues
  • Ensure that all supplies needed for museum operation are in-stock, working within approved budgets to reorder as necessary
  • Work with marketing department on museum brochures, ensuring accurate content and appropriate inventory levels
  • Develop methods to ensure customer satisfaction surveys are completed

 

  • Exhibits & Programs
  • Work with Grand Ole Opry Group curator to ensure that exhibits are maintained to the highest degree of qualityWork with Grand Ole Opry Group curator on creation and installation of new exhibits
  • Develop and implement new programs to enhance museum experience and grow revenue
  • Develop, oversee and conduct specialty tours including but not limited to educational tours, VIP tours, FAM tours and Media tours
  • Continuously research the history of the Ryman and apply knowledge to museum products
  • Customer Service – Provide flawless service to all customers  Serve as first point of escalation to address any guest concerns  
  • Model and train staff on Service Basics, providing coaching and feedback as necessary
  • Provide Ryman management with feedback regarding customer comments and experiences
  • Communication & Collaboration with Internal & External Partners Communicate operational details (schedule changes, traffic detours, etc) to internal (Ryman Box Office, M&E Sales, Hotel Transportation, etc) and external (Grayline, destination management companies, NCVB, etc) partners as necessary
  • Work with Grayline and other tour companies to ensure that they are supporting our goal of providing the best experience possible for Ryman visitors (accurate information on tours, enough time in the building, etc)
  • Work with internal group sales teams to ensure that we are meeting the needs of groups visiting the museum
  • Reporting
  • Complete museum staff payroll on a weekly bases
  • Ensure all daily reports are accurate and distributed to the correct personnel
  • Perform other duties as assigned.

Job Qualifications:

  • Education: College degree in related field or equivalent additional experience
  • Experience:  3+ years staff supervision/administration experience
  • Experience working with a museum or other entertainment/tourist attraction strongly preferred
  • Excellent people management skills
  • Excellent verbal and nonverbal communication skills
  • Excellent writing skills with high attention to detail
  • Strong organizational skills with ability to manage multiple projects simultaneously
  • Technical skills: o Proficiency with Excel, Word, Power Point, Outlook  
  • Familiarity with Ryman/Opry/Country Music history helpful

Gaylord Entertainment offers a competitive, comprehensive benefits and compensation package. Gaylord promotes a Drug-Free workplace and is an Equal Opportunity Employer (EOE).

This Gaylord Entertainment facility is smoke free.

 To apply, please visit http://www.gaylordcareers.com and search for “Ryman”.

 

 

 

 

 

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