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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $135,000.00 - $148,000.00
Work Schedule
Flexible
Benefits
Paid holidays
Dental Insurance
Health Insurance
401(k)
Disability insurance
Vision Insurance
Job Description
Filoli is a renowned National Trust Historic Site known for its stunning historic house and exquisite gardens that attract visitors from all walks of life. Situated in a picturesque setting, Filoli is dedicated to preserving and sharing its rich cultural heritage, while offering guests a unique and memorable experience. The organization is committed to fostering a diverse and inclusive environment, aiming to inspire a sense of belonging and loyalty among its visitors and members. Filoli operates as a cultural institution and a non-profit, emphasizing the importance of community engagement and educational enrichment through its carefully curated programs and events.
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Job Requirements
- Bachelor's degree or equivalent experience
- minimum 5 years in leadership roles within guest services or hospitality
- experience with data-driven decision-making
- proficiency in ticketing and CRM systems, preferably Altru
- excellent communication and interpersonal skills
- capability to work flexible hours including evenings and weekends
- strong leadership and team-building abilities
- commitment to DEAI principles
Job Qualifications
- Minimum of 5 years of progressive leadership experience in guest services, hospitality, or visitor-oriented teams preferably in cultural or non-profit settings
- proven success in mentoring, supervising, and developing managers and frontline staff
- strong track record in using data (KPIs, ROI, guest sentiment) to guide decisions and drive improvement
- technical proficiency in large database systems such as ticketing/CRM, and proficiency in Google/Microsoft suites and scheduling software
- ability to independently anticipate, analyze, and resolve problems with a calm and helpful approach
- commitment to advancing Diversity, Equity, Accessibility, and Inclusion (DEAI) objectives
Job Duties
- Serve as the internal voice and champion for guest and member feedback using data, sentiment analysis, and benchmarking to guide innovation and continuous improvement
- set clear KPIs and performance expectations to align service with Filoli's strategic goals and DEAI commitments
- lead and mentor managers to build an empowered, high-performing team culture focused on accountability and excellence
- drive seamless guest service from ticket reservation through to departure ensuring well-orchestrated and welcoming experiences
- oversee and enhance ticketing, membership, and reservations systems like Altru to improve operational efficiency and forecasting
- collaborate across Events, Retail, Development, and Resourcing departments to ensure integrated and adequately staffed guest services
- implement strategies that support the organization’s mission to inspire belonging and foster loyalty
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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