Manager of Guest Experience

Reports to: Associate Director of Guest Experience Location: Portland, OR Type: Full-time/Hourly/Non-exempt Salary: $23.50/hour Benefits: Pittock Mansion Society offers an excellent benefit package including 100% employer paid employee medical, vision and dental insurance, PTO, retirement plan with company match up to 3%, and an Employee Assistance Program. Schedule: Weekly schedule may shift based on organizational need and public hours. This is not a hybrid position.

ABOUT PITTOCK MANSION

Pittock Mansion is a 1914 historic house museum and one of Portland’s top tourist destinations. Pittock Mansion Society, a private nonprofit organization, collaborates with the City of Portland, Parks and Recreation, to operate the Mansion. The premises include the Mansion, the Gate Lodge, and the Garage with beautiful gardens adjacent to the Pittock Viewpoint. Our mission at Pittock Mansion Society is to inspire understanding and stewardship of Portland history through the Mansion, its collections, and programs. The organization under new leadership is at an exciting juncture of strategic growth and reimagination having laid out a new vision, Pittock 2.0, which aims to make the museum a relevant history institution, a dynamic destination, and a key community partner. To achieve these goals, the Guest Experience team has been reorganized to align with the forward‑looking vision of the organization. We are seeking team members who are enthusiastic about playing a collaborative role as Pittock moves into its next chapter. A perfect fit would be those who are passionate about history, serve as a model for excellent hospitality and guest experiences, and hold cultural sensitivity values close.

ABOUT THE ROLE

The Manager of Guest Experiences will be a key team player of the Guest Experience Team and the organization, who will work collaboratively to ensure the highest quality of guest experience for all visitors to the Pittock Mansion, including local and international visitors, patrons, members, and community partners. The successful candidate will be collaborative, detail‑oriented, and a critical thinker and problem solver. This position will report to the Associate Director of Guest Experience and work closely with the Guest Experience staff of 8-10 full and part‑time staff, volunteers and management.

RESPONSIBILITIES INCLUDE

Be the second‑in‑command of the Guest Experience Team and fulfill the responsibilities of the Associate Director of Guest Experience Team as needed. Become fully cross‑trained to act as the supervisor of the Guest Experience Team and the Assistant Manager of the Store in the absence of the Associate Director, as well as represent the department in senior management meetings and be able to provide data and information as requested. Create daily, weekly, and monthly schedules for full‑time and part‑time Guest Experience staff and host volunteers, ensuring full and backup coverage of all service points during all seasons. Assist with new hires, participating in interviews and the onboarding process. Act as the Manager on Duty (MOD) on weekends as per mutually developed schedule and institutional needs. Work very closely with the Assistant Manager of the Museum store and assist with store operations as schedule allows and as per direction of the Associate Director of Guest Experience. Lead the training of all new GET staff, including keeping training materials updated. Serve as a resource for all Guest Experience knowledge and procedures and proactively develop helpful informational material to be distributed to Guest Experience staff. Become a reliable mentor to part‑time and full‑time Guest Experience staff and ensure seamless integration and alignment of values, practices and priorities within the team and with other departments and upper management. Act as the primary responder for GET voicemails and emails, ensuring appropriate messages are sent to staff. Regularly check the guestbook and compile comments for reports. Ensure that daily visitor experience is not compromised in any way as per established SOPs. Ensure that the exhibit area lighting and technology is working, speakers for music are charged and placed in the right locations, all signages are appropriately placed, guest restrooms and common areas are clean and in working condition and handouts are appropriately stocked. Send out weekly updates to the GET, ensuring that they are following the dress code and other policies. Report tardy and other unacceptable behavior to Associate Director for HR action. Fill out incident reports in case of accidents and other related matters and ensure that management team has been informed in "real time". Assist the Associate Director with the scheduling, delivery, and updating of emergency preparedness content to all GET members and volunteers. Oversee the part‑time Volunteer Coordinator, ensuring that their work is being completed on time and reports are shared with the Associate Director. Be the point of contact for the tour guides scheduled during weekends and take action steps in the event of unexpected absence so that the visitor experience is not compromised. Complete frontline administrative and operational duties, including building group tours, school tours, and special events and museum store. Be fully engaged during installation and de‑installation of Home for the Holidays event as well as the cleaning protocols during the annual closure. Be available to stay late and staff events such as photo shoots, rentals and other museum events and assist with ticket sales, set up and tear down as needed. Complete cash handling procedures at the beginning and end of the day. Prepare and distribute cash bags each morning. Reconcile cash bags and run reports at end of day. Count cash reserves daily and prepare cash orders as needed. Receive callouts and rearrange daily schedule to accommodate. Check in with Guest Experience staff at the beginning and end of the day. Provide frontline support to Guest Experience staff throughout the day. Make decisions to keep day‑to‑day logistics running smoothly. Communicate with Senior Manager regarding decision making and problem solving. Work with Senior Manager to inform department procedures and policies. Assist during special events and to support other institutional needs such as tours for special guests as requested by management. Assist with photo shoots. Collaborate with the Senior Manager and the team to conduct and compile guest surveys. Align with and support messages and policies put forth by Pittock management. Be fully aware of Portland Parks protocols, safety and other campus related matters. Create incident reports as needed and in special scenarios keep upper management informed. Follow standard communication policies and bring up sensitive matters or complaints to the direct supervisor.

CORE GUEST EXPERIENCE RESPONSIBILITIES

Greet and interact with visitors, volunteers, and delivery people. Answer phones, respond to callers’ requests and refer calls. Sell admission, membership, and store items. Follow established cash‑handling practices. Process reservations for tours. Perform all opening and closing duties as assigned, including securing all buildings and deactivating and activating alarms. Maintain the visual integrity and security of the museum and store throughout the day. Light cleaning and maintenance of both museum and public areas. Enforce Mansion policies and respond to visitors’ needs. Sanitize workstations and high‑touch areas regularly throughout shift. Follow de‑escalation best practices. Carry out other duties as assigned.

POSITION REQUIREMENTS

Experience in a leadership role within an organization is a must. Supervisory experience is strongly desired. Ability to practice a learning mindset which includes working under some ambiguity and problem‑solving as the situation requires. Ability to prioritize tasks for themselves and for the team members in close alignment with institutional priorities. Ability to make high quality and timely decisions. Flexibility and resilience to adapt to change while maintaining a positive attitude. Exercises good judgment keeping all parties informed. Ability to practice articulation in written, oral and interpersonal communication. Ability to take ownership and follow through of projects/tasks. High level of customer service. Ability to interact with public, staff and volunteers as a team member. Professional manner and appearance. Strong communication skills and attention to detail. Cash handling experience, preferably in a fast‑paced environment. Record of dependability, timeliness, and good attendance. Ability to work weekends and occasional evenings and potentially pick up extra shifts. Familiarity and understanding of Point‑of‑Sale systems and Microsoft Office programs, especially Outlook and Excel.

PHYSICAL ACTIVITIES / ENVIRONMENTAL CONDITIONS

Light to medium work that includes moving objects up to 30 pounds. Position may require remaining in a stationary position, often standing, or sitting for prolonged periods. Position may require repeating motions that may include arms, wrists, hands and/or fingers. Workstations may not be in a climate‑controlled environment. Wearing personal protective equipment (e.g., face covering, gloves) may be required. To Apply: Please submit your resume and cover letter to View email address on click.appcast.io. Please include "Manager of Guest Services" in the subject line. The qualified candidate must complete a background check prior to hiring. Pittock Mansion Society is committed to a work environment in which all individuals are treated with dignity and respect. Everyone has the right to work in a professional atmosphere that promotes equal employment opportunities and prohibits discrimination practices. #J-18808-Ljbffr Pittock Mansion Society