Director of Ticketing and Guest Relations

Principal Function

The Director of Ticketing and Guest Relations is responsible for strategic leadership and management of all guest relations operations leading to an exceptional, seamless and guest‑centered experience for all Conner Prairie guests.

• Serves as a member of the Guest Experience Division Senior Leadership team.
• Provides strategic oversight of all Guest Relations Department functions including ticket desk, concierge, stroller/wagon rentals, balloon voyage ticket kiosk and back‑office Guest interactions via phone and digital communication.
• Administers all ticketing databases and systems to include setup and configuration of ticket types and pricing, discounts, online sales pages, program capacities, presales, daily sales screens, self‑service kiosks, and related functions. Configures receipts (printed and emailed), printed ticket templates, know‑before‑you‑go emails and other types of documents generated from ticket sales systems. Liaison to database and ticketing software account representatives.
• Directs full‑time members of the Guest Relations team, including Senior Manager, Coordinators and Concierge. Provides coaching and feedback on performance as appropriate. Prepares and delivers annual performance reviews.
• Serves as a member of the Pricing Team to evaluate ticket options and pricing for various constituencies across the museum including general admission, festivals, special programs, classes, camps etcetera.
• Collaborates with leaders from other front‑facing teams to create and maintain a consistent, unified and guest‑focused service culture across the entire museum. Serves as a guest service champion and advocates for guest needs and services where appropriate in meetings, event planning, policies, etcetera.
• Works in collaboration with Business Intelligence to monitor and track guest comments and feedback for all areas of the museum, looking for trends and consistent problem areas. Works with other departments as necessary to discuss and resolve feedback.
• Prepares annual department budget. Tracks spending against budget throughout the year and makes adjustments as necessary.
• Collaborates with Business Intelligence team to generate revenue and attendance reports for various programs, events, classes, etcetera.
• Expert user of digital phone system. Updates and maintains main phone line menus and ensures relevant and accurate information is represented. Works with Marketing and Communications team to ensure relevant and accurate information is represented via recorded messaging and across the Conner Prairie website.
• Collaborates with Membership team to develop and design strategies to promote and support Membership sales online and via phone.
• Serves as Guest Relations Person in Charge (PIC) during daily operations, festivals and special events. Occasionally serves in an expanded PIC capacity for festivals and events on a rotating basis with other Guest Experience Division leaders.
• Makes decisions, designs policies and leads with a guest‑centric approach. Exemplifies Conner Prairie’s Customer Service Purpose, Beliefs and Commitment to Serve in all interactions with guests, vendors, volunteers and other staff members.

• Supervises the full‑time Guest Relations team members. Employee carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include, interviewing, hiring, and training employees; planning, assigning, and directing work; scheduling and approving time worked; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Bachelor’s degree (B.A./B.S.) in hospitality management, marketing, communications, public relations or other related field is preferred; and/or five years’ experience and/or training; or equivalent combination of education and experience is required. Previous leadership experience in a guest services role is required. Supervisory experience is required. Previous experience working in the museum and/or entertainment park industry is desired. Previous experience…