Guest Experience Manager

This position is a part of the Association of the Academic Staff of the University of Alberta (AASUA).

In accordance with the Administrative and Professional Officer Agreement , this full-time continuing position offers a comprehensive benefits package found on our Benefits Overview page and annual salary range of $63,257 - $105,433

This role is in person. 

Working for the University of Alberta

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is teeming with change makers, community builders, and world shapers who lead with purpose each and every day. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and have been recognized as one of Canada’s Greenest Employers for over a decade.

Your work will have a meaningful influence on a fascinating cross section of people—from our students and stakeholders, to our renowned researchers and innovators who are quite literally curing diseases, making discoveries and generating solutions that make the world healthier, safer, stronger, and more just.

Working for the University of Alberta Botanic Garden

The University of Alberta Botanic Garden is a stunning 240-acre award-winning visitor attraction located 15 minutes southwest of Edmonton, with cultivated gardens and plant collections, indoor show houses, and extensive natural areas. Highlights of the University of Alberta Botanic Garden, which was established in 1959, include the world-renowned and award-winning Aga Khan Garden; the Kurimoto Japanese Garden; tropical, temperate and arid showhouses; alpine, herb, rose, peony, lilac,lily, and primula collections; Native Peoples Garden; trial beds and much more.

Position Summary

Through an environment that nurtures all dimensions of well-being, the Guest Experience Manager plays a key role in delivering 5-star experiences in the following areas: horticulture and gardening,botanical art and design, science and the environment, health and wellness, IDEA (Inclusivity,Diversity, Equity, and Accessibility), and local gastronomy.

To deliver 5-star experiences, the Guest Experience Manager builds, leads, and scales a diverse team composed of customer and business development experts, hospitality specialists, programming and event planners, interpreters and educators, volunteers, community members, and various other stakeholders.

Duties

To grow into a financially self-sustained destination of choice that creates 5-star purposeful botanical experiences around themes such as horticulture and gardening, botanical art and design, science and the environment, health and wellness, IDEA (Inclusivity, Diversity, Equity, and Accessibility), and local gastronomy, the Guest Experience Manager systematically:

Plans - The Guest Experience Manager is responsible for setting objectives and determining a course of action for achieving those objectives. The position requires the incumbent to be able to scan environmental conditions, effectively analyze and predict future conditions, and choose the optimal course of action from among alternatives.

Organizes - The Guest Experience Manager is responsible for developing a structure and allocating resources to ensure the accomplishment of goals and objectives. The position requires the incumbent to be able to effectively organize and lead staff and other internal and external resources necessary to carry out the plan.

Leads - The Guest Experience Manager is responsible for motivating staff to collectively work towards and progressively attain goals and objectives. The position requires the incumbent to be able to build and model a great workplace culture by establishing great working relationships with staff, colleagues,and stakeholders, and providing inspired leadership, training, and support to direct reports, indirect reports, and seasonal staff.

Controls - The Guest Experience Manager is responsible for facilitating the attainment of goals and objectives, and accomplishment of plans by ensuring that performance does not deviate from standards. The position requires the incumbent to be able to establish performance standards,comparing actual performance against standards, and taking corrective actions when necessary.

Minimum Qualifications

• Bachelor’s degree and evidence of continuing education commensurate with being a thought-leader.
• Three or more years of leadership experience, preferably within a largely self-funding organization that has a large membership base and volunteer program.
• Comprehensive knowledge of the principles and best practices of botanical gardens, museums, interpretation, and experiential learning.
• Experience with core concepts of human psychology, consumer behavior, market research and analysis, systemic design, strategic planning, innovation and social entrepreneurship, user experiences, business strategy, business models, value propositions, etc.
• Excellent knowledge of related industry strategies.
• Strong acumen for setting and attaining revenue, expense, and attendance goals, objectives and outcomes.
• Experience that includes managing several challenging projects in parallel.
• Experience planning and implementing programming, activities, and events in non-traditional and experiential education environments.
• Experience with the presentation of large public events, such as concerts or performing arts.
• Experience and/or understanding of exhibition design and installation. Well-versed in the art and science of today’s customer experience products, services, and technologies.
• Knowledge of analysis methods to drive improvements through the application of established continuous improvement processes.
• Experience writing and overseeing contracts, vendors, and external partners.

Preferred Qualifications

• Advanced degree – Masters preferred
• Background in business, hospitality or a related discipline.
• Previous senior management experience is an asset.
• Experience leading a team, preferably in a unionized environment.

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.