Manager of Guest Experience

Reports to: Associate Director of Guest Experience

Location: Portland, OR

Type: Full-time/Hourly/Non-exempt

Salary: $23.50/hour

Benefits: Pittock Mansion Society offers an excellent benefit package including 100% employer paid employee medical, vision and dental insurance, PTO, retirement plan with company match up to 3%, and an Employee Assistance Program.

Schedule: Weekly schedule may shift based on organizational need and public hours. This is not a hybrid position.

Pittock Mansion is a 1914 historic house museum and one of Portland’s top tourist destinations. Pittock Mansion Society, a private nonprofit organization, collaborates with the City of Portland, Parks and Recreation, to operate the Mansion. The premises include the Mansion, the Gate Lodge, and the Garage with beautiful gardens adjacent to the Pittock Viewpoint. Our mission at Pittock Mansion Society is to inspire understanding and stewardship of Portland history through the Mansion, its collections, and programs.

The organization under new leadership is at an exciting juncture of strategic growth and reimagination having laid out a new vision, Pittock 2.0, which aims to make the museum a relevant history institution, a dynamic destination, and a key community partner.

To achieve these goals, the Guest Experience team has been reorganized to align with the forward‑looking vision of the organization. We are seeking team members who are enthusiastic about playing a collaborative role as Pittock moves into its next chapter. A perfect fit would be those who are passionate about history, serve as a model for excellent hospitality and guest experiences, and hold cultural sensitivity values close.

The Manager of Guest Experiences will be a key team player of the Guest Experience Team and the organization, who will work collaboratively to ensure the highest quality of guest experience for all visitors to the Pittock Mansion, including local and international visitors, patrons, members, and community partners. The successful candidate will be collaborative, detail‑oriented, and a critical thinker and problem solver.

This position will report to the Associate Director of Guest Experience and work closely with the Guest Experience staff of 8-10 full and part‑time staff, volunteers and management.

• Be the second‑in‑command of the Guest Experience Team and fulfill the responsibilities of the Associate Director of Guest Experience Team as needed.
• Become fully cross‑trained to act as the supervisor of the Guest Experience Team and the Assistant Manager of the Store in the absence of the Associate Director, as well as represent the department in senior management meetings and be able to provide data and information as requested.
• Create daily, weekly, and monthly schedules for full‑time and part‑time Guest Experience staff and host volunteers, ensuring full and backup coverage of all service points during all seasons.
• Assist with new hires, participating in interviews and the onboarding process.
• Act as the Manager on Duty (MOD) on weekends as per mutually developed schedule and institutional needs.
• Work very closely with the Assistant Manager of the Museum store and assist with store operations as schedule allows and as per direction of the Associate Director of Guest Experience.
• Lead the training of all new GET staff, including keeping training materials updated.
• Serve as a resource for all Guest Experience knowledge and procedures and proactively develop helpful informational material to be distributed to Guest Experience staff.
• Become a reliable mentor to part‑time and full‑time Guest Experience staff and ensure seamless integration and alignment of values, practices and priorities within the team and with other departments and upper management.
• Act as the primary responder for GET voicemails and emails, ensuring appropriate messages are sent to staff.
• Regularly check the guestbook and compile comments for reports.
• Ensure that daily visitor experience is not compromised in any way as per established SOPs. Ensure that the exhibit area lighting and technology is working, speakers for music are charged and…