019182 Guest Experience & Services Manager

The Guest Experience & Services (GES) Manager at The N.C. Arboretum plays a pivotal role in creating memorable and meaningful experiences for visitors while driving revenue to support the Arboretum's mission. Overseeing the areas of Guest Services, Retail, and Events, this dynamic leader ensures that every aspect of a visitor's journey-from arrival to departure-embodies excellence and hospitality. As the primary architect behind signature programs like Winter Lights, the Arboretum's largest fundraiser, exhibits, retail operations and guest service information desks, the GES Manager blends creativity, operational expertise, and team leadership to deliver seamless, mission-aligned experiences. This position is a unique opportunity to combine strategic vision, customer focus, and hands-on management in a collaborative and vibrant environment. The role works closely with the Events Supervisor to ensure events and key facility rentals such as Green Weddings are executed to the high standards expected at our institution.

We are seeking a collaborative leader who thrives in a hands-on role, working alongside the team to develop and execute a shared vision. The ideal candidate is a creative problem-solver with broad business knowledge, capable of balancing strategic direction with a willingness to roll up their sleeves and contribute to the team's success

The hiring salary for this role is $59,000 to $64,000 and will be offered full benefits from the State of North Carolina System and University of North Carolina.

Summary of duties:

The Guest Experience & Services (GES) Manager oversees the daily operations of Guest Services, Retail, and Events, ensuring seamless and exceptional visitor experiences. This role leads guest service training, manages the visitor desk, and collaborates with various departments to improve customer service practices and analyze visitor data.

The Manager plays a key role in planning and executing Winter Lights, the Arboretum's largest fundraiser, including staff training, event management, ticketing, and volunteer coordination. They also support Retail Shop operations by working closely with the Retail Manager to enhance visitor experiences through curated products and inventory management.

Additionally, the GES Manager assists the Events Supervisor with the facility rental program, Green Weddings, and other special events, ensuring smooth operations, budget oversight, and client satisfaction. They maintain and update policies, contracts, and rental program materials annually.

The role also includes overseeing alcohol service compliance, including maintaining inventory, applying for permits, and ensuring staff training. This position requires exceptional leadership, operational expertise, and a focus on delivering memorable visitor experiences that support the Arboretum's mission.

Competencies, Knowledge, Skills and Abilities Required in this Position

Knowledge-Program and Hospitality Organization: This position must have considerable knowledge of the organizational structure of visitor services areas, including policies, procedures, best practices, and the use of technology within several different departments. Must be able to disseminate information on changes in program policies, procedures, and protocols to staff, management, visitors, and vendors in a way that is informational, precise, and yet focused on a positive interaction. This position deals primarily with the public and this individual must have the ability to recognize problems and provide the required solutions. This position must have knowledge of state laws concerning facility rentals, alcohol control, retail operations and also federal regulations relating to the use of federal land currently leased to the state. This position must arrive at solutions to problems dealing with the use of rental space and related disputes concerning the interpretation of policies, by arriving at unique resolutions for special requests or concerns that meet the expectations of customers while protecting the integrity of the institution. This position will be considered the supervisor and will be expected to provide expertise on a management scale, including establishing expectations and clear direction to meet goals and objectives, the ability to motivate and engage employees through effective communication, and the ability to observe and assess the work being done in this department. This means providing feedback, assisting with technical direction, and cultivating skills as well as supporting employees through career development through business practices and affiliations such as best practices designed by the Museum Store Association, American Public Garden Association, and other like peers. This position will be allowed to revise and create new policies to effectively manage the Visitor Guest Experience and Services department based on their experience and knowledge.

Program Management and Administration: This position will be expected to oversee retail operations, Winter Lights, and visitor service desk functions. It will also provide leadership and support to the facility rental program, special events and the wedding program. This position will plan budgets and departmental objectives, establish deadlines, and plan/assign work to others, and will have the authority to make decisions related to the interpretation of policies and regulations. This position will help determine the personnel needs required to staff and insure proper coverage of visitor service function. Supporting the Retail Manager, this role will provide assistance to the retail area as needed and work to develop long-term plans that help grow and enhance all visitor guest service areas in a way that generates revenue. Given the unique nature of visitor guest services and the frequency with which trends can change, this role will need to plan and implement change initiatives to create opportunities that are appealing while maintaining support for seasonal exhibit changes, shows, and major events. This requires effective change management knowledge and support while remaining flexible and supportive of staff creativity and input. This position works in a flexible and active environment and requires adaptability to changes in station, times, and seasons .

Customer Service: This position must be knowledgeable about various policies, including the alcohol policy, insurance certificates, and other documents. This position must be able to resolve any and all disputes between The Owner and Clients including withholding of deposits and assessment of any damages that may occur. This position will be the point person in hearing customer complaints about the conduct of TNCA employees during events and resolution of such and must be able to resolve any disputes fairly. The resolution of complaints is especially critical considering the unique stress that rental events such as weddings can present. This position will be required to fairly enforce policy and build a spirit of collaboration between the Owner and Clients.

Communication-Written and Verbal: The position must be able to negotiate various contracts with clients and vendors, explain the obligation of both parties to the client, and ensure that obligations are fully met. This position must prepare and analyze business plans relating to the events management and retail departments. The ability to prepare budgets, track results, and communicate with senior management is required as well. This position must be able to communicate and cooperate with many community partner agencies and sponsors as well through effective presentation delivery. This position must be able to handle conflict resolution between the above-mentioned partners as well as negotiate solutions among parties. This position will oversee the relationships between TNCA and caterers, facility rental clients, wedding planners, rental agencies, retail vendors, and others and will require both written and verbal communication skills of the highest caliber in addition to the ability to negotiate solutions for a variety of audiences in dynamic high pressure environments. This position must serve as the resource for other employees in the Visitor Services department when questions concerning dispute resolution arise. The ability to create an effective master communication strategy will be required.

Leadership: This position must have the ability to train and assign tasks to others and to review that work for competency. The ability to supervise all programs required of this person. This person will be the primary manager for services accessible to our guests which will involve several thousand guests and numerous caterers and vendors.

About the Team
The North Carolina Arboretum (TNCA) is a 434 acre public garden affiliated with the University of North Carolina featuring indoor and outdoor exhibits, educational activities, and plant-centered research and economic development programs.
The North Carolina Arboretum Society is a 501 (c)(3) nonprofit corporation that supports the Arboretum's mission of cultivating connections between people and plants through the membership program, individual and corporate giving programs, retail operations, sponsored research activities and fee-based educational program and exhibits and green events.
The Mission Delivery department of the North Carolina Arboretum oversees design, exhibits, retail sales, and events management. The Guest Experience & Services Manager falls within this department.

Minimum Education, Experience, and Skills
Bachelor's degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major or equivalent combination of education and experience; at least 3 years experience in event management or related professional area required with at least one year in a supervisory role.

Required Competencies

Preferred Education, Experience, and Skills
Management Preference: A Master's Degree from an accredited university in a related field or at least 8 years of experience performing events management department duties and supervisory experience. Large-scale events or light shows are preferred.

• Classification: University Program Manager
• Position Competency Level: Journey
• Position Number: 019182 Guest Experience & Services Manager
• Employment Type: SHRA
• Appointment Type: Permanent
• Full-Time/Part-Time: Full-Time
• Salary Grade Equivalent:
• Location: 100 Fredrick Law Olmsted Way, Asheville, NC 28806 USA
• Posting Open Date: 1/17/2025
• Posting Close Date: 2/10/2025

The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or status as a protected veteran.

The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) is a VEVRAA Federal Contractor.

To claim veteran's preference, all eligible persons must indicate their eligibility as requested on the application. A DD Form 214, Certificate of Release or Discharge from Active Duty, may be required later in the selection process.

The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

Human Resources Contact Information
Applicants needing assistance with the application process are asked to contact: recruiter@northcarolina.edu.