Director of Visitor Services

ESPLANADE ASSOCIATION

Boston, MA

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JOB DETAILS

SALARY

$90,000–$100,000 Per Year

SKILLS

Administrative Skills, Americans with Disabilities Act (ADA), Audiovisual, Best Practices, Budgeting, Calendar Management, Catering Services, Coaching, Community Support, Conservation, Construction, Customer Satisfaction, Customer Support/Service, Dental Insurance, Detail Oriented, Documentation, Emergency Planning, Emergency Response, Establish Priorities, Event Management, Exceeded Sales Goal, Facilities Management, Finance, Financial Reporting, Financial Trend Analysis, Forecasting, Frequently Asked Questions (FAQ), Funding, Furniture, Gardening, Health Insurance, Health Plan, Interpersonal Skills, Inventory Management, Leadership, Lift/Move 40 Pounds, Logistics, Market Research, Market Trend Analysis, Marketing, Metrics, Microsoft Office, Multilingual, Multitasking, Negotiation Skills, Newsletter, Nonprofit, Onboarding, Operations Planning, Organizational Skills, People Management, Performance Management, Power Amplifier, Problem Solving Skills, Project/Program Management, Public/Media/Press/Analyst Relations, Reconciliation, Recreation, Regulations, Rentals, Retirement Plan, Safety/Work Safety, Sales, Schedule Development, Set Goals, Sustainability, Team Lead/Manager, Theater, Theater Production, Training Program, Volunteer Management

LOCATION

Boston, MA

POSTED

30+ days ago

Benefits:

401(k)
Dental insurance
Health insurance
Paid time off

Job Title: Director of Visitor Services
Department: Visitor Services
Reports to: Executive Director
Position Status: Full-Time, Exempt

Position Description:

Celebrating our 25th Anniversary in 2026, the Esplanade Association (EA) seeks a seasoned Director of Visitor Services for the next chapter in our organizational history stewarding care for and community on the Charles River Esplanade. Drawing on deep engagement experience with visitors, attendees, guests and audiences of all scales, interests, and backgrounds, this Senior Staff position will guide park visitors’ first impressions of EA and the Esplanade, overseeing our events, programs, and soon our operations at our new campus and visitor center. By late 2026, this position will ready EA to successfully open and operate the Esplanade’s new Smith Family Pavilion and Charlesbank Campus— with reservable indoor and outdoor spaces, cafe and catering offerings, numerous year-round recreational, cultural, educational and social programs, and EA’s main office and workspace. This role will increase EA’s capacity for park welcome by building new Visitor Services protocols and staffing that addresses all visitor inquires and welcomes all EA guests. Along with supervising a new Events Manager and existing Programs staff integral to visitor experience in EA’s operations thus far, this position will hire a full-time Facilities Manager (who will ensure all Campus visitor and guest amenities are in excellent working order) and an additional programs team member specializing in stage production, courts tournaments, and educational programs made possibly by the new campus amenities not currently part of EA’s portfolio. Additionally, this position will be the lead liaison with the Pavilion’s Cafe/Catering Partner and will approve the schedule and scope of external event rentals and sales activities in coordination with EA’s Public Programs, Development and Administrative bookings and overall EA partnership goals. With the Visitor Services staff, volunteers, catering partners, and EA colleagues, this role will develop and execute the welcome and orientation, safety and wellness, reservation and maintenance, and feedback and survey protocols for EA’s facilities and gatherings. Upon the opening of the Campus, this role will work with the Executive Director to closely track opportunities to hone EA Campus operations and services and all EA events, to improve the Esplanade visitor experience and build more appreciation and potential support for EA's positive impacts on the park.

Counting down to the Campus opening, the Director will assume responsibility to build capacity in all areas of Visitor Services, Programs and Events. With the reporting Events Manager, they will learn EA’s existing Events and Programs schedule and collaborate with the Development and External Relations teams to set and meet final goals for the 25th anniversary to propose Campus opening celebrations. They will work closely with the Development and External Relations teams on excellent experiences (meetings and presentations, events and productions, networks for invitation and promotion) that build even stronger relations with Board and key supporters as well as broader circles of partnership and support civically, socially and philanthropically. They will establish and oversee the Campus Calendar and valuation system by which all on-site EA programs/events, public bookings and external rentals are decided, coordinated and scheduled with EA staff and the Cafe and Catering Operator. As EA's primary liaison and negotiator with the Cafe/Catering Operator, they will set procedures for the Events Manger to work seamlessly with the Operator and their vendors (for AV, tenting, furniture, decor, entertainment and event planning) while adhering to EA standards of excellence for public service, park care and park user satisfaction and enjoyment. Leading the Programs staff, this role will elevate volunteer recruitment and training, corporate group engagement, and the quality and variety of partnerships and resulting programs offered. The role must work flexible hours including weekends, evenings and some holidays to accommodate public, partner and rental clients across desired hours of use. This Director role will bring exceptional outgoing energy, vision, EQ and managerial experience to build strategic ideas, processes, trainings, and tracking that improve meaningful gatherings in and for the park and expand EA’s capacity to connect more people to the Esplanade.

Job Mission:
Ensure successful operations, programs and services of the Esplanade’s Smith Family Pavilion and Charlesbank Campus and all aspects of EA Events—from first to last impressions—to improve the Esplanade visitor experience and inspire appreciation of the Esplanade as a venue for memorial gatherings and of EA’s impact on the park as worthy of support.

Key Behaviors:
Candidates who exhibit the following qualities will thrive in this role:

Outstanding interpersonal skills to interface at all levels with teams & guests of all ages, abilities & backgrounds
Excellent judgment on prioritization, decision-making, safety & health in a complex fast-paced environment
Excellent creative, organizational and problem-solving capacity to deliver recommendable experiences
Attention to detail to deliver accurate forecasts & reports on facilities, events, attendance, budgets & inventory
Demonstrable positive attitude, welcoming demeanor, customer-service focus and joy engaging the public: FUN

Metrics:
The Director of Visitor Services is successful when:

Events consistently meet pre-set goals to advance engagement, reputation, and cultivation.
Seasonal visitor experience surveys reflect high satisfaction and “recommendable” ratings.
Quarterly reservations and rental targets are achieved or exceeded.
Campus runs smoothly, with strong internal, partner and vendor coordination

About the Esplanade Association (www.esplanade.org):
Founded in 2001, the Esplanade Association (EA) is the community-supported non-profit dedicated to expanding the care of and for the historic Charles River Esplanade through projects, programs and plantings that amplify the park experience for over 4 million visitors annually. The Esplanade is downtown Boston’s 64-acre state park maintained by the Massachusetts Department of Conservation and Recreation (DCR). This cultural landmark is revered for its natural and cultivated beauty, history, riverfront access, miles of popular running and biking trails, and dynamic programs with numerous organizations. EA’s contributions include funding and implementing the following enhancements, revitalizations and activations: over 150 service, educational, recreational and cultural programs offered annually; over 300 new trees planted through the Lasting Esplanade Arbor Fund (L.E.A.F.); repair or reconstruction of beloved amenities including Lotta Fountain, Community Boating docks and Centennial Fountain; both temporary and long-term public art commissions; playground maintenance and accessible design, including the Gronk Playground in 2025; construction underway to open in 2026 the Esplanade’s new Smith Family Pavilion and Charlesbank Campus, improving two-acres to equitably welcome more people from more places to a year-round destination in the park; and much more. It's an exciting time to join our community-engaged non-profit as it grows in scale, visibility, and impact.

Responsibilities:
Visitor Services Strategy & Operations (25%)

Design and implement a comprehensive visitor services strategy that ensures a welcoming, safe, and engaging experience for all park users, with all services reflecting EA’s standards for accessibility and inclusion.
Establish systems for tracking visitor experience metrics, including surveys, usage data, and service outcomes.
Partner with the Executive Director to continuously refine campus operations based on data and feedback.
Maintain knowledge of all park programs, and events—by EA or otherwise—to provide accurate information, in coordination with EA Communications staff’s newsletter, IG, and posted signage.
Monitor visitor numbers, trends, common questions for business data or FAQs
Collect visitor feedback live and track contents of EA’s suggestion box on community needs/desires/ideas.
Serve as EA’s point-of-sale marketing on ways to support EA, as a volunteer, friend, advocate, partner or donor.
In coordination with Finance and Programs teams, enable access to and track EA inventory for short-term activity use (recreational equipment) as well as purchase (EA hats, umbrellas, maps, postcards, etc.)
Maintain inventory and manage supply needs, including recreational inventory, merchandise, uniforms, and safety kits.
Prepare the annual Visitor Services budget and generate regular financial reports.
With the Executive Director, serve as Staff Liaison for the EA Board Campus Operations Committee
Send daily briefs on Charlesbank activity (attendance from day prior, incident reports, upcoming reservations)

Campus Launch & Facilities Management (20%)

Lead organizational readiness for the opening and ongoing operations of the Smith Family Pavilion & Charlesbank Campus.
Collaborate on planning and execution of EA’s 25th Anniversary and Campus Opening celebrations.
Develop operational workflows for shared spaces, including scheduling, maintenance coordination, and visitor flow.
Collaborate across teams to integrate campus operations into EA’s broader programming, development, and administrative functions.
Oversee implementation of systems for reservations, rentals, and space utilization.
Define and document policies and procedures as they relate to EA Visitor Services in a FAQ handbook.
Support recruitment and onboarding of new Volunteer Ambassadors and EA Staff in partnership with HR.
Develop and manage schedules of Volunteers and EA Staff to ensure full weekly coverage of the welcome desk.
Design and lead onboarding and ongoing training programs for Volunteer Ambassadors & all EA Staff, focusing on visitor engagement and customer service best practices, health, safety, and emergency response protocols and Esplanade policies, amenities and history.
With the Facilities Manager, draft and continuously refine a Campus and Pavilion emergency response plan and procedures for events, keep current with latest code regulations or best practices; and oversee documentation of facility incidents: utility systems issues, equipment failure, site accidents, necessary repairs, ADA compliance, janitorial, security or snow or trash removal vendor concerns, etc.

Events, Rentals & Reservation Operations (20%)

Oversee all EA events, external rentals, and public bookings to ensure alignment with organizational goals and visitor experience standards.
With the Events Manager, guide execution of a seamless, high-quality events portfolio.
Establish and manage a centralized Campus Calendar and valuation system for prioritizing and scheduling events and rentals.
Approve external event rentals and coordinate with internal stakeholders (Programs, Development, Administration) on scheduling and logistics.
Collaborate with Development & External Relations to ensure events support cultivation, engagement, and revenue goals.
Remain current on local nonprofit events and keep senior leadership informed of potential external issues or market trends that may impact rental and reservation forecasts or planned events outcomes.

Café/Catering Partnership Liaison (10%)

Serve as EA’s primary liaison and negotiator with the Pavilion’s Café/Catering Partner.
Set standards and processes for collaboration between EA staff, vendors, and catering partner.
Oversee coordination with external vendors (AV, tenting, furniture, décor, entertainment) to ensure quality and consistency.
Track and report to the Executive Director and Director of Finance the Operator’s quarterly revenue and trends, capital and maintenance spending updates, and any other partnership items, in keeping with the Cafe/Catering Concessions Agreement Terms.

Programs & Community Engagement (15%)

Lead and expand EA’s public programs in alignment with new campus capabilities.
Supervise Programs staff and hire an additional team member focused on stage production, recreational tournaments, and educational programming.
Strengthen partnerships with community organizations, corporate groups, and program collaborators.
Ensure all partnerships align with EA’s mission, operational standards, and visitor experience goals.
Ensure programs are inclusive, diverse, and reflective of the Esplanade’s broad user base

Team Leadership & Capacity Building (10%)

Lead the Visitor Services Department, which will consist of a Sr Manager of Programs & Partnerships, a Volunteer & Sustainability coordinator, a new Events Manager, Facilities Manager and Programs Manager for campus-focused programming, and a volunteer ambassador corps growing from 15 to over 30.
Provide leadership, coaching, and performance management for direct reports, fostering a culture of collaboration, accountability, and service excellence.
Develop internal systems, reporting structures, and workflows to support team efficiency and growth.
Lead the Events Manager and Facilities Manager to ensure smooth alignment between third-party activities and public visitor access and lead the Programs team on alignment between EA activities and public visitor access.

Qualifications:

B.A./B.S. or equivalent, with 7+ years of exceptional event and venue experience, ideally in a non-profit setting
Experience in hiring, managing, and working closely with a diverse staff and volunteer pool
Experience in overseeing the operation of, and visitor services for, an active public space
Proven track record of reliability, punctuality, efficiency and tact, with ability to serve several people and distinct tasks simultaneously with grace.
Demonstrated capacity to effectively collaborate with internal and external staff and vendors, direct volunteers, and interact with the public professionally, with a commitment to a positive public experience.
Proficient in Microsoft Office Suite and basic accounting procedures for reconciliations and deposits
Attention to detail to deliver accurate monthly forecasts and annual budgets of revenue and expenses.
Networks (potential vendors, clients, attendees) to oversee innovative unforgettable events
Knowledge of the Charles River Esplanade and passion for parks, historic landmarks, recreation, culture, education, greenspace and sustainability a plus
Bilingual or multilingual skills a plus

Logistics:

Work hours are on average 40 hours per week, currently Monday through Friday, 9a-5p. When the Esplanade Smith Family Pavilion and Charlesbank Campus opens, currently scheduled for December 2026, work hours will be on average 40 hours per week, include both weekend days (two weekdays off), and likely shift to Wednesday to Sunday 11am to 7pm to accommodate booked event schedules.
Must be available to work a flexible schedule related to events on nights, weekends and some holidays.
Work will require being in both indoor and outdoor settings across seasons.
Work will require applicant to bend, reach, carry, climb, and lift 40 lbs. as necessary to perform assigned duties.
Applicants are subject to Criminal Offender Record Information (C.O.R.I) check, however, we believe in rehabilitation and will provide any applicant the opportunity to address past work and life experiences.

Compensation:

EA offers a competitive salary for the Boston non-profit and parks sector. Performance and compensation are reviewed regularly, and management provides all employees with transparent benchmarks and paths for professional development and promotion within the organization. Per recent market research, the annual salary range for this position will be $90,000- 100,000, commensurate with prior experience and demonstrated skills. The advertised pay scale is not a guarantee of a specific wage; however, it represents the maximum compensation we can offer. The compensation provided to a candidate may depend on various factors, including, but not limited to, the candidate’s qualifications.

Benefits:

15 vacation, 12 sick & 2 personal days per year (after 2 years of service, vacation days increase to 17)
11 holidays, Thanksgiving, Christmas, New Years Day, MLK Day, and Presidents Day off and the 6 remaining as floating holidays depending on holiday worked, Memorial Day, Juneteenth, July 4, Labor Day, Indigenous Peoples Day and Veterans Day.
Health and dental insurance, 80% of monthly premium paid by EA
Health savings account with $2,500 EA contribution for those enrolled in EA health plan
403(b) retirement plan
Commuter benefits, pre-tax deduction up to $300/month
Paid professional development opportunities

Application Process:

Include 1-page cover letter that covers these four topics: Refer to your prior experience to tell us what “service” means to you, what qualities make a space welcoming, what details make an event or program memorable, and what is your guiding principle to build a new process with others.
Resume should include at least 2 references for roles within the past 3 years.
Each file name should include the applicant's last name.

The Esplanade Association is an Equal Opportunity Employer and greatly encourages candidates of all backgrounds to apply. Diversity of opinions, experiences, and backgrounds is a key and valued component of our work to promote a welcoming, accessible, and inclusive experience on the Esplanade through an organization that is itself diverse and inclusive.

Not sure you meet 100% of our qualifications? Research shows that men apply for jobs when they meet an average of 60% of the criteria. Yet, women and other people who are systematically marginalized tend to only apply if they meet every requirement. If you believe that you could excel in this role, we encourage you to apply. We are dedicated to considering a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you’re new to non-profit administration, returning to work after a gap in employment, simply looking to transition, or take the next step in your career path, we will be glad to have you on our radar. Please use your cover letter to tell us about your interest and what you hope to bring to this role.

Director of Visitor Services

ESPLANADE ASSOCIATION

Boston, MA

About the Company

ESPLANADE ASSOCIATION