Guest Services Team Lead

The Thomas Jefferson Foundation has a twofold mission of preservation and education, and was incorporated in 1923 to preserve Monticello, the home of Thomas Jefferson, in Charlottesville, Virginia. Today, the Foundation seeks to bring history forward into national and global dialogues by engaging audiences with Jefferson's world and ideas, and sharing the history of everyone, enslaved and free, who lived and labored at Monticello. Monticello is recognized as a National Historic Landmark, a United Nations World Heritage Site, and a Site of Conscience.

Guest Services Team Lead

This position is directly responsible for the scheduling of the Guest Services department staff and serves as the “in-charge” Guest Services staff member in the absence of the Manager of Guest Services. The Guest Services Team Lead’s role is also to model excellent customer service standards, train other guest service staff on these standards and to support Guest Services frontline operations in coordination with other departments and the Manager of Guest Services.

Essential Functions:

• Be able to model superior guest service and other department best practices
• Collaborate with the Manager of Guest Services to hire new staff members
• Assist in training and coaching of new and current department staff as directed by the Manager of Guest Services
• Schedule guest services staff members for day-to-day operations and special events.
• Collaborate on employee performance appraisals with the Manager of Guest Services in accordance with the Foundation’s schedule, policies, and procedures. 
• Assist the Manager of Guest Services with budget preparation and related objectives.
• Assist with operational planning for special events.
• Serve as the “in-charge” frontline Guest Services staff member, including being part of our Guest Relations Manager on Duty program.
• Support front line team members during events and daily operations, filling in when needed.
• Ensure department team members have appropriate supplies and equipment for day-to-day operations.
• Provide high quality guest service focused on meeting guests’ unique needs
• Assist staff members in dealing with challenging guest situations, including service recovery. 
• Act as a liaison between the Guest Services team and other departments.
• Work with the Manager of Guest Services to supervise access control and security screening procedures.
• Additional administrative work in coordination with the Manager of Guest Services that includes responding to Guest Correspondence

Knowledge, Skills and Abilities:

• Knowledge of best practices in providing high quality guest service.
• Knowledge of best practices for engaging with diverse guests and staff.
• Experience in customer service, hospitality, retail, or tourism industry, including supervising and scheduling frontline employees. 
• Ability to give affirming and corrective feedback.
• Ability to model the Foundation’s guest service standards and expectations.
• Ability to communicate clearly in writing and verbally with staff regarding procedures and expectations.
• Ability to articulate and advocate for the needs of guests and staff members serving them.
• Ability to work well with colleagues.
• Proficiency in use of computers and related technology, including Microsoft Office software.
• Ability to support staff members learning new technology.

Physical Demands and Work Considerations:

• The Guest Services Team Leader works full time, 40 hours per week, including one weekend day (Sun-Thurs or Tues-Sat) 
• Holiday and evening work required. 
• Extended periods of standing and walking. 
• Speaking and engaging with staff and guests for extended periods
• Monticello is located on a mountaintop and traveling on steep and uneven ground is necessary.
• Outdoor work required year-round with exposure to the elements.
• Must be able to perform well under stress.
• Must adhere to all Foundation policies

Education:

• Bachelor’s degree preferred or equivalent guest service museum or attraction experience.

We provide the following benefits for our full-time employees:

• Excellent benefits package (including medical, dental, vision, 401(k) retirement savings plan plus 6% match, life insurance, and more!).
• Fitness club membership discount.
• Discount in the Monticello Café, gift shop, and Monticello online catalog.
• Employee Assistance Program (EAP) – free for employee and dependents.
• $500 employee referral bonus.
• Exciting quarterly social events for all employees.

Monticello is an Equal Opportunity Employer. All qualified applicants are encouraged to apply!