Director, Biltmore House Interpretive Hosts and Security

Job Summary: 

Responsible for leading a team of up to 165 Biltmore House Interpretive Hosts and Security Officers to produce an atmosphere of engagement, safety, and security in and around Biltmore House, the Historic Zone, and Estate Exhibitions.  The Director oversees all staff in the areas of responsibility in order to provide a safe and enjoyable Ideal Guest Experience through interpretive programming, gracious hospitality, security screening, and guided tours. Maintains exceptional standards of service through strategic capacity management, training, and connection with guests. Ensures a culture of engagement and responsiveness for internal and external guests in Biltmore House and Exhibitions.

Job Competencies:

Outstanding interpersonal and communication skills (written and verbal) and the ability to inspire and retain a diverse, multi-generational team in a fast-paced operational environment. Demonstrated success in developing and achieving annual department expense budgets, revenue goals, and strategic objectives. The director must have the ability to analyze relevant data, trends, and insights to envision an achievable future for the departments rooted in retention, optimism, continual learning, and constructive development. S/he must be a change agent able to foster adaptability in a complex, changing environment while maintaining a culture of collaboration, respect, equity, diversity, and inclusion.

Essential Job Duties:  

1. Oversees capacity management, making decisions affecting guest experience, revenue generation, and labor expense.

2. Observes, evaluates, and directs guest-facing staff in daily operations to ensure exceptional guest service standards and the protection of Biltmore House and the collection of fine and decorative arts.

3. Collaborates with cross-functional leadership teams to direct and support a seamless ideal guest experience in various stages of estate visitation; influences the activity and performance of estate admissions, guest services, group sales, conference services, lodging, transportation, museum services, engineering and facilities services, food & beverage, company police, event logistics, retail, floral, horticulture, and destination events and entertainment.

4. Evaluates key metrics and industry trends to develop achievable, forward-thinking strategic objectives to overcome challenges and advance guest, employee, and owner experiences.

5. Works routinely on initiatives with Marketing Destination Planning and Information and Decision Support & Analytics to proactively align short and long term goals of Guest Experience and Marketing strategies.

6. Conducts After Action Reviews and investigations and oversees response to on-site incidents, including medical emergencies, property theft, and collections incidents. Ensures policies, procedures, equipment, and department protocols are relevant and up to date.

7. Holds leadership staff accountable for achievement of strategic objectives, development plans, weekly, monthly, and annual reports and training.

8. Actively supports a culture of continual learning, retention, and succession planning through effective programs and mentoring of staff.

9. Participates in ongoing conversations with colleagues concerning department operations, fielding questions, comments, and suggestions from Interpretive Hosts and Security Officers.

10. Maintains year round recruitment and training for Interpretive Hosts and Security Officers within the guidelines of labor models and operational trends.

Independent Decision Making:

1. The position has the responsibility and authority to set daily Biltmore House Attraction guest capacity levels affecting hours of operation, frequency of tours, revenue generation, labor expense, and availability of guest services including estate admission, security screening, transportation, exhibition admission, food & beverage, and retail. Each team must be aligned with Biltmore House operations. Several weekly meetings are held with key stakeholders to plan and achieve buy-in.

2. Acceptance of groups, evening events, and special tours rests with this position. Estate sales and service partners generate a minimum of 10+ requests each week requiring an evaluation of brand alliance, labor requirements, and schedule availability to meet a group’s needs. The challenge is to accommodate guests in a secure, historical zone, without damage to property, collection, or colleagues while meeting health and safety protocols. Due to the lead time required to book groups, these decisions are often made without the benefit of knowing the future state of the operation and require a deep understanding of operational parameters. 

3. In a fast paced operational work environment there are numerous valid distractions which capture the attention of leaders. The Director is responsible for maintaining proper oversight of performance standards, strategic objectives, and gracious hospitality. 

Qualifications:

1. College degree in a relevant field and/or 8 years of equivalent experience in a fast-paced operational environment such as an attraction, museum, or airport.

2. Exceptional interpersonal, teambuilding, and communication skills and the ability to lead as well as function as a member of the larger estate team of stakeholders.

3. Experience with revenue and expense budgets, forecasting, resource management, and engagement with the public.

Physical Requirements:

1. Ability to sit, stand, and walk on a variety of terrain surfaces for up to 4 hours.

2. Ability to navigate uneven surfaces, stairs, and withstand confined spaces with other people in the course of the day.

3. Ability to work in extreme heat, cold, and unpredictable weather conditions.

4. Motor skills to manipulate keyboards, keys, and rope/stanchion fixtures required daily.

5. Required to push, pull, and grasp equipment such as wheelchairs or audio wands and carts.

6. Required to use disinfectant and sanitizing solutions.