Guest Experience Manager

While this position welcomes applications from the public, please note that preference will be given to current employees at the University of Alberta. Please indicate your internal status using the "Advertisement" drop down menu when applying.

Reporting to the Director of the University of Alberta Botanic Garden, the Guest Experience Manager strives to deliver 5-star experiences with a connection to 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.

RESPONSIBILITIES:

The Guest Experience Manager has four main areas of focus in support of the University of Alberta Botanic Garden’s mission, vision, and goals:

1. Plan - 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.

2. Organize - 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.         

3. Lead - 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.

4. Control - 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.

5. Other:

• Performs any and all other tasks which are assigned by the Director of the University of Alberta Botanic Garden.
• Participates in appropriate professional committees, development programs, and training to attain and maintain competency.
• Administers the Collective Agreement.
• Builds occupational health and safety awareness among staff by providing support and training.
• Works with Human Resources Manager, Facilities and Operations on day-to-day activities such as WCB, hiring, attendance management, performance management, training, counseling, coaching, dismissals, cross-cultural issues, and interfaces with Homewood Health and NASA, etc.

KNOWLEDGE, SKILLS AND ABILITIES:

EDUCATION

• Bachelor’s degree and evidence of continuing education commensurate with being a thought-leader. Advanced degree – Masters preferred.
• Background in business, hospitality or a related discipline.

EXPERIENCE & KNOWLEDGE

• 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 leading a team, preferably in a unionized environment.
• 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.
• Working knowledge of Occupational Health and Safety.
• Previous senior management experience is an asset.

In accordance with the Administrative and Professional Officer Agreement , this full time continuing position offers a comprehensive benefits package found at Faculty & Staff Benefits

COVID-19 Vaccination: Proof of full vaccination against COVID-19 in compliance with the University’s COVID-19 Vaccination Directive. Fully Vaccinated means a status an individual achieves 14 days after having received the recommended number of doses of a COVID-19 vaccine approved by Health Canada or the World Health Organization, and requires the individual to maintain the recommended number and type of vaccine doses as updated and required by Health Canada thereafter.

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