Camp and conference center in the Philadelphia suburbs of South Jersey.
The Senior Director of Group Experiences is responsible for planning, coordination, execution, and overall success of group experiences at YMCA of the Pines, including school groups, retreats, conferences, weddings, corporate events, family programs, special events, and community gatherings. This position serves as the primary liaison between clients and YMCA staff, ensuring exceptional customer service, seamless event execution, and memorable guest experiences.
The Senior Director of Group Experiences oversees the full client journey from initial inquiry through event completion while managing the Weekend Director, seasonal staff, budgets, facility utilization, and operational logistics to achieve organizational goals and revenue objectives. This position requires exceptional organizational skills, attention to detail, creativity, strong leadership, and a commitment to first-class customer service.
Minimum age of 25.
Bachelor's degree in Hospitality Management, Event Management, Recreation, Business Administration, Communications, Marketing, or a related field; equivalent experience considered.
Three or more years of progressively responsible experience in event planning, hospitality, conference services, customer service, client management, camp administration, or related fields, including supervisory experience.
Exceptional organizational, communication, and project management skills.
Demonstrated ability to manage multiple priorities, clients, and deadlines simultaneously.
Strong customer service, relationship-building, and problem-solving skills.
Experience supervising and developing staff.
- Develops and maintains collaborative relationships with schools, businesses, community organizations, retreat leaders, wedding clients, and other group partners.
- Oversees the planning, coordination, and execution of all Outdoor Center group experiences.
- Serves as the primary point of contact for group clients, ensuring timely communication, exceptional customer service, and successful event execution from inquiry through departure.
- Establishes new program activities, undertakes efforts to recruit new business, and expands program activities within the community in accordance with strategic and operating plans.
- Develops and monitors departmental budgets to meet fiscal revenue and expense objectives.
- Coordinates facility utilization, lodging assignments, dining schedules, meeting spaces, program areas, and event logistics to ensure a seamless guest experience.
- Creates and manages event timelines, planning documents, contracts, schedules, and operational plans to ensure successful program delivery.
- Compiles participation, occupancy, client satisfaction, and revenue statistics. Monitors and evaluates the effectiveness of programs and guest experiences.
- Supports grant opportunities, sponsorships, fundraising initiatives, and other revenue-generating activities as assigned.
- Assists in the marketing and promotion of Outdoor Center programs and services, including facility tours, proposal development, community outreach, and business development initiatives.
- Identifies opportunities to increase facility utilization, improve guest experiences, generate new business, and support organizational growth.
- Models relationship-building skills in all interactions. Responds to all client, member, and community inquiries and complaints in a timely manner and promotes a culture and expectation of exceptional customer service amongst direct reports.
- Leads departmental meetings and participates in all staff meetings.
- Oversees and manages the Weekend Director and seasonal staff, including hiring, training, scheduling, coaching, performance evaluations, and professional development.
- Ensures that full-time and seasonal staff possess all required certifications, training, and competencies necessary to perform their duties.
- Collaborates with internal departments including Camp Directors, Food Service, Housekeeping, Maintenance, Programs, Finance, and Administration to ensure successful event execution and guest satisfaction.
- Responds to all risk management issues and collaborates with appropriate staff. Completes all incident reports within 24 hours of incident occurrence.
- Ensures compliance with applicable standards and regulatory bodies including the American Camping Association (ACA), Department of Health, Praesidium, and all YMCA policies and procedures.
Mission Advancement: Models and teaches the Ys values. Ensures a high level of service with a commitment to changing lives. Provides full-time and seasonal employees, and volunteers, with orientation, training, development, and recognition. Cultivates relationships to support fundraising and community engagement.
Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create strong community partnerships. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance, and support.
Operational Effectiveness: Provides others with a focused framework for making decisions. Develops, plans, and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress. Maintains exceptional organizational systems and attention to detail.
Personal Growth: Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.
1. ACCT Level II Practitioner Certification and/or ACCT Challenge Course Manager Certification – have or obtain within 180 days.
2. Certified in First Aid and CPR/AED - have or obtain within 90 days.