Director of Guest Experience & Operations

As the Director of Guest Experience & Operations at Magnolia Plantation & Gardens, you will lead all guest-facing functions, encompassing Retail, Welcome Center, Sales, and Tours. Your primary focus will be driving operational excellence, maximizing revenue, and cultivating exceptional guest experiences across all touchpoints. A champion of hospitality and innovation, you’ll work cross-functionally to ensure every visitor interaction is memorable, seamless, and reflects Magnolia’s core values and long-term vision.

Key Responsibilities:

• Elevate Guest Experience & Operational Excellence: Lead daily operations for the Welcome Center, Retail (Peacock Café and Gift Shop), Sales, and Tour departments, to ensure consistent, high-quality service. 
• Develop and enforce clear operational policies and service standards that enhance the visitor experience and brand consistency. 
• Proactively conduct guest-centric site inspections, identify service gaps, and implement actionable improvements. 
• Resolve guest issues swiftly and professionally, fostering a culture of hospitality, empathy, and responsiveness across all teams. 
• Ensure timely and clear communication regarding operational changes (e.g., weather-related closures, tour cancellations).
• Inspire Team Leadership & Culture: Lead, mentor, and support a diverse guest-facing team across departments, cultivating a positive, collaborative, and accountable work environment. 
• Determine and manage seasonal and daily labor needs to align staffing with business demands and guest volume. 
• Develop and implement robust onboarding, training, and professional development programs to empower staff to deliver best-in-class service and uphold Magnolia’s standards. 
• Model a leadership approach characterized by respect, encouragement, and continuous growth.
• Drive Data-Driven Performance & Financial Stewardship: Serve as a system expert for key platforms (Galaxy POS, CRM, and ticketing), ensuring optimal team utilization, accurate reporting, and effective data management. 
• Leverage guest data and KPIs to optimize operational efficiency, forecast trends, and inform strategic decisions that drive revenue growth. 
• Support the CEO and CFO with budgeting, forecasting, and financial analysis for all guest operations. 
• Identify and implement opportunities to enhance sales, streamline processes, and improve service delivery through technology and innovation.
• Champion Strategic Alignment & Brand Integrity: Collaborate with senior leadership to ensure guest operations directly support Magnolia’s mission, vision, and long-term strategic goals. 
• Stay informed about industry trends in tourism, guest experience, and cultural site management to introduce fresh perspectives and best practices. 
• Contribute to business development initiatives aimed at enhancing visitor satisfaction and financial sustainability. 
• Serve as a passionate and professional ambassador for Magnolia in all interactions.

Requirements

• 8+ years of leadership experience in hospitality, guest services, tourism, or similar sectors (experience with public gardens or cultural venues strongly preferred).
• Bachelor’s degree in Hospitality, Business, Tourism, or a related field (Master’s preferred).
• Proven success managing high-performing, guest-focused teams in dynamic environments.
• Expertise in POS, CRM, and ticketing systems (Galaxy POS experience highly desirable).
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities, with an innovative, solutions-oriented mindset.
• Genuine passion for guest experience, education, culture, and the legacy of Magnolia.

Benefits

Employee Benefits

• Magnolia realizes the importance of a healthy work/life balance and offers a generous amount of PTO, Sick Days & Paid Holidays
• Happy Birthday.. off! If you are scheduled to work on your special day, you can request 8 hours of pay
• Magnolia contributes 80% of medical premiums for employee-only coverage and 40% to all other levels of coverage
• No cost $10,000 life & accidental death and dismemberment (AD&D) insurance
• 401K retirement plan matching at 3%
• If enrolled in our medical plan, access to covered MinuteClinic® and Teledoc® services are offered to you free or at a lower cost. Covered medical participants can also enjoy Peerfit (helps you stay active with monthly credits that can be redeemed for group fitness classes), Wellness tools (health assessment and online programs to help you meet your goals), Discount program (helps you save on health products and services), 24/7 Employee Assistance Progra