DEPARTMENT

Guest Services

OVERVIEW

The Senior Manager, Guided Tours and Group Sales is responsible for all activity related to the Lincoln Center Guided Tour Program and Group Sales.
We are seeking a big-picture thinker, capable of generating revenue, cultivating internal and external partners, conceiving new content/product, and leading marketing initiatives. Working closely with the Coordinator, Tours and Group Sales and committed to superlative guest care, the successful candidate will continually reimagine and update the LC Guided Tour Program for contemporary audiences, while thoughtfully overseeing the professional development and recruitment of guides.
Applicants should have demonstrated sales experience with financial management, including creating revenue and expense projections and overseeing daily cash operations and reporting. Candidates must have exceptional personnel skills with a history of successfully managing, motivating, and evaluating a diverse staff of 30+/- union tour guides.
In addition to Tour and Group Sales responsibilities, the incumbent is a team player who will cross train with fellow Guest Services colleagues to provide frontline guest service at various Lincoln Center venues. This is a full-time position that requires a flexible schedule with occasional work on evenings, weekends and holidays.

RESPONSIBILITIES

Tour-related:


•    Manage approximately 30 paid, union-represented Tour guides as well as administer policies and practices in accordance with collective bargaining agreement; continually evaluate Tour guide staff and provide professional development opportunities; recruit additional guides as needed
•    Supervise Guided Tours and Group Sales Coordinator
•    Oversee the Guided Tour Program budget (including annual revenue and expense projections and analysis), maintaining fiscal health of program while actively working towards a growth model; supervise daily accounting and cash management and ensure completion of end of year closing reports and quarterly financial updates
•    Engage in marketing and promotional initiatives that build new audiences and expand annual Tour takers  
•    Identify survey and other mechanisms to collect qualitative and quantitative tour metrics
•    Cultivate and maintain constituent relationships to increase tourism collaboration and access across campus
•    Identify new markets and think creatively to develop rich content for tours specific to target audiences
•    Cultivate tour and travel industry; attend trade conferences
•    Negotiate, maintain and implement the terms of various vendor contracts and agreements

Group-Sales Related:


•    Manage operations and sales of group tickets to Lincoln Center Presents performances; includes sales calls/outreach, order processing, and outreach to group markets
•    Collaborate with Marketing to set and attain revenue goals and create custom packages
•    Identify and solicit new target interest groups based upon performance options
•    Coordinate the production and implementation of sales-related materials
•    Maintain and expand client database
•    Serve as group sales liaison to the Lincoln Center Box Office and Lincoln Center resident organizations

QUALIFICATIONS


•    3 to 4 years of group sales experience at cultural organizations or in the hospitality/travel and tourism industries
•    Experience leading and managing a large, diverse staff
•    An impeccable guest care ethic
•    Experience with cash and financial management
•    Comfort with public speaking; outgoing personality
•    Adept at creating and running effective training sessions; museum education experience helpful
•    Knowledge of ticketing software preferred
•    Able to manage and organize large groups of people, especially students
•    Maintain a level-head and exercise good judgment during chaotic situations
•    Positive, problem-solving attitude essential
•    Adept at multi-tasking in a fast-paced environment
•    Detail-oriented with excellent organizational/follow-up skills
•    Foreign languages a plus
•    Weekend, evening, and flexible hours as necessary
•    Computer proficiency including Microsoft Word, Excel, and Access

SUBMISSION PROCEDURE

Please submit a resume and cover letter (with salary requirements and outlining your interest in Lincoln Center) to the [email protected] inbox. Submissions without cover letters will not be reviewed.

Please list Senior Manager, Guided Tours and Group Sales in the subject line.

Internal Candidates should contact a member of the Human Resources Department directly.

Lincoln Center is an equal opportunity employer.