Tour Operations Manager - FULL TIME - Graceland

This is a full-time position located in the Tour Operations Department with variable/flexible working hours to include weekends, evenings, and holidays. This position has benefits after successful completion of a sixty (60) day introductory period. This is an internal/external recruitment.
 
 

RESPONSIBLITIES: Under the supervision of the Vice President of Archives, Exhibits & Tour Operations, manage the daily activities of the operations and staff/department to include tour operations employees, property, audio equipment, and plaza attractions; manage tour flow from pre-show through boarding and throughout the mansion property; work with TOPS supervisors with interviewing, training new staff. Manage activities of tour guides including assignment and review of work assignment of work schedules and alternate work schedules; approval of sick leave, personal holidays, and vacation requests; process payroll. Responsible for evaluating performance and recommending merit increases, special performance awards, reclassification, and corrective action as appropriate. Motivate and train employees; listen and suggest incentives for staff to upper management for approval. Assist with performance appraisals; provide input and recommendations for further training needs and employee development; provide constructive disciplinary action to employees after appropriate research to be objective with the situation; record late reports and absentees; adjust schedules as needed; document employees time in the time system; assist tour operations staff to remain in compliance with department/Graceland policies and procedures; communicate with mansion security guards;  Act as a resource and back-up for all functions and tasks supervised. Participate in staff meetings and planning sessions to determine overall goals and objectives of the area supervised and the Tour Operations Department as a whole. Provide for cross training when necessary. Review/make list of repairs; forward to appropriate person(s). Respond to complaint letters/emails and phone calls. Assist employees and guests with problems/concerns and areas of conflict; conduct staff meetings; opening and closing of mansion and other exhibit spaces; order needed office supplies, breakroom needs and other items or needs for the department. Basic office work including keeping up with employee files, posting schedules and company memos; problem solving and troubleshooting daily issues with guest and or employees; and other duties as assigned.

REQUIRED SKILLS, KNOWLEDGE AND ABILITIES: Must have demonstrated supervisory skills; must be able to provide objectivity in all employee issues. Knowledge of Graceland and Memphis attractions is preferred. Knowledge of CPR and/or First Aid is helpful. Ability to cope with a heavy workload; excellent communication and interpersonal skills are essential; ability to perceive and deal with sensitive issues and maintain confidentiality; ability to deal successfully with a wide range of people; ability to work under pressure of deadlines and competing needs; ability to be flexible and adaptable to all types of situations.

PHYSICAL REQUIREMENTS: Ability to stand and walk for long periods of time; ability to lift boxes weighing up to 25lbs; ability to consistently lift 30lbs throughout the day; ability to stoop and reach; ability to climb stairs; good clear speaking voice is essential.

SPECIAL CONDITIONS: No smoking or eating in the work area; uniform is required.

CONDITIONS OF EMPLOYMENT: Work flexible hours and overtime as required; ability to work in all types of weather conditions.

APPLICATION PROCESS: Please apply online at www.gracelandjobs.com. Must be able to pass a background check and pre-employment drug test. We are an equal opportunity employer. This position will remain open until filled.