Overview:    

The Vice President of Hospitality and Operations is a key member of CDM’s executive leadership team, shaping the operational backbone that supports our mission. This role is responsible for ensuring the museum environment is clean, safe, welcoming, and high-performing — and that the museum’s hospitality culture is reflected in every touchpoint, from the admissions desk to our café and gift shop partnerships, to onsite celebrations, to the systems that help our team work efficiently. 

This leader will guide the Director of Guest Relations and the Director of Facilities & Maintenance, serve as the executive liaison to our IT partners, oversee museum-wide customer service initiatives, and steward mission-based earned revenue associated with retail, food service, and celebrations.

The VP of Hospitality and Operations blends strategic thinking with hands-on leadership, developing systems and processes that ensure the museum operates smoothly today while preparing for continued growth tomorrow.

Qualifications:    

Proven leadership in operations, guest experience, or hospitality management in a museum, attraction, or cultural setting. 

Inspiring leader who models service excellence and empowers staff.

Strong organizational and project management skills, with the ability to manage complex operational priorities.

Deep understanding of facilities management, safety regulations, and building systems.

Strategic thinker who connects daily operations to institutional vision and guest experience.

Exceptional interpersonal and communication skills across all levels of the organization.

Proficiency in Microsoft Office Suite and familiarity with CRM, POS, and IT management systems.

Bachelor’s degree required; advanced degree in Hospitality, Business, or Facilities Management preferred.

Minimum of 7 years of progressively responsible leadership experience in operations, guest experience, or hospitality management.

Demonstrated success managing staff, budgets, and cross-functional teams.

Job Responsibilities:    

Lead a Culture of Exceptional Hospitality 

Champion service excellence across the entire museum, elevating guest interactions and ensuring a warm, inclusive, joyful experience for all families, school groups, and visitors.

Guide the Director of Guest Relations and Guest Services team in delivering best-in-class admissions, onsite celebrations, retail, and food service experiences.

Oversee CDM’s point-of-sale (POS) system at the executive level, ensuring accuracy, usability, and seamless integration across admissions, retail, food service, and membership.

Steward Mission-Based Earned Revenue

Provide executive leadership for retail and food service strategy, ensuring offerings align with CDM’s brand, guest needs, and revenue goals.

Collaborate with Finance and the CEO to review sales data, revenue performance, and business analytics to drive sustainable, mission-aligned growth.

Ensure Operational Excellence, Safety, and Infrastructure Stability

Partner with the Director of Facilities & Maintenance to maintain the museum’s building, exhibits support systems, and public spaces at the highest standard of cleanliness, functionality, and safety.

Oversee building systems, custodial operations, emergency preparedness, security protocols, HVAC/contractor relationships, and long-term capital improvement planning.

Serve as executive lead for the museum’s safety committee and emergency response efforts.

Guide Technology and Systems Integrity

Provide executive oversight of CDM’s IT partnership with the Tennessee Aquarium IT team, ensuring continuity, security, and scalability across departments.

Identify and support technology solutions that improve staff workflows, enhance guest experience, and strengthen internal communication.

Lead Cross-Departmental Collaboration & Organizational Culture

Work closely with colleagues across the senior leadership team to ensure operations, hospitality, and infrastructure align with institutional strategy.

Cultivate a workplace culture that embodies CDM’s values of respect, inclusion, relationships, service excellence, and creativity.

Support and empower staff through customer service training rooted in CDM’s SPARK training model and culture of play.