Spectra

Visitor Experience Manager

Location US-TX-Dallas
Job ID
2022-8127
Group
OVG - Venue Management
Location Name
Spectra VM - Dallas Fair Park
Category
Human Resources
Type
Regular Full-Time

Oak View Group

Oak View Group is a sports and entertainment company engaged in a wide variety of activities, including arena development, facility management, arena and stadium alliance, sponsorships and partnerships, security services, publications, conferences, and consulting. The company, privately held, is headquartered in Los Angeles, California with offices throughout the world.

Overview

Fair Park First values the critical role that frontline staff play in creating an onsite experience that is accessible and inclusive for all. To support this Fair Park is seeking an energetic, guest-service-oriented problemsolver to oversee the on site visitor experience, volunteer opportunities and Fair Park First events.

 

The Visitor Experience Manager will primarily manage the day-to-day operations and activities of the Fair Park Visitor Center based in the historic Dallas Natural History Museum. The position will help recruit, motivate, train, and lead a collaborative frontline visitor services team. This leader will help to create an atmosphere of excellent customer service and supervise a visitor services team that can confidently greet visitors, answer questions about the museum and other park attractions, and share Fair Park First’s mission with our guests.

 

In addition, the position will be responsible for coordinating and facilitating Fair Park First events, volunteers, and activities. The volunteer responsibilities include recruiting and training new volunteers, keeping a database of volunteer information and skills, matching volunteers to opportunities that suit their skills, keeping volunteers informed and conveying the organization's purpose to the public. The event responsibilities include producing high-quality events, managing event budgets, logistics, vendors, and staff, and ensuring communication with various stakeholders.

 

A successful Visitor Experience Manager should be meticulous about keeping records and passionate about guest services, hospitality, event planning, and community engagement. The Visitor Experience Manager will work closely with OVG360 staff, the Fair Park First board and other Fair Park First stakeholders.

Responsibilities

  • Develop standards for visitor services that can be implemented in the Fair Park Visitor Center and across the site at events.
  • Lead the daily operations of the visitor center with a focus on customer service, organization, and efficiency, ensuring guests are attended to professionally and promptly.
  • Prepare codes of conduct and operating procedures for the Fair Park Visitor Center.
  • Recruit, train, and supervise the volunteer Visitor Services Team.
  • Manage and lead volunteer visitor services team by example to ensure excellent service and a positive museum experience that encourages repeat visitation and community participation.
  • Develop a volunteer program for Fair Park, including recruitment and onboarding strategies and processes.
    • Collect volunteer information, availability, skills to maintain an up-to-date database.
    • Keep new and existing volunteers informed about the organization and volunteer opportunities.
    • Match volunteers to opportunities that suit their skill sets and ensure they understand their responsibilities and receive the proper training.
    • Keep schedules and records of volunteers' work.
    • Design volunteer recognition process.
  • Plan, coordinate and execute a series of events: small, large, recurring, annual, and as needed in support of Fair Park First’s mission.
  • Work closely with the OVG360 marketing and development teams to ensure successful marketing and communication strategies are in place for the visitor center activities, events and exhibits.
  • Cultivate relationships and partnerships with civic, corporate, faith-based, educational and other community groups to ensure mission goals are met.
  • Ensure the organization's purpose is conveyed to the public.
  • Support Fair Park First’s cultural and community engagement tactics.
  • Represent Fair Park First, its values and priorities, in the community and with the public.
  • Assist in operational duties and special projects as needed.
  • Other duties as assigned.

Qualifications

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High School diploma or G.E.D.; some college/college degree preferred.
  • Minimum (2) years of experience in visitor services, volunteer management, community engagement, and/or event management for a complex organization
  • Non-profit experience highly desired
  • Strong diplomatic and interpersonal skills with the ability to build relationships and demonstrate a high level of service and responsiveness.
  • Excellent communication skills, both written and oral.
  • Experience in volunteering, special events and community outreach.
  • Organized and detail-oriented.
  • Able to prioritize and manage multiple projects, tasks, and deadlines.
  • Creative problem-solving skills.
  • High level of comfort in taking initiative and willingness to navigate new situations.
  • Highly resourceful team player with the ability to be effective independently.
  • Ability to thrive in a fast-paced environment and work well under pressure, demonstrating persistence, perseverance, integrity and patience.
  • Ability to deal with unexpected situations calmly and professionally.
  • Professional appearance and positive attitude.
  • Proficient in Microsoft Office.
  • Working knowledge of databases.

Strengthened by our Differences. United to Make a Difference.

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

Vaccination Statement

We are committed to ensuring all our buildings and office locations are the safest in the world for artists, teams, employees, and fans. Based on recent encouraging trends in the U.S. and Canada. We highly encourage our employees to continue to get vaccinate and boosted against COVID-19. Should circumstances change, we may need to reinstate vaccination requirements, in whole or in part, to safeguard the health of our employees, guests, performers, athletes, and partners.

EEO

Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis (“protected class”) including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.

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