Guest Services Manager

Salary Range:
$70,000.00 To $75,000.00 Annually

Summary

The Guest Services (GS) Manager serves as a key part of the Guest Services Management Team. This role is ideal for a people-focused manager and operational problem-solver who does well in a fast-paced and constantly evolving setting. The ideal candidate will have excellent organizational and communication skills, proven success with people management and operations, and enjoy working with the public while supervising a guest relations team. The Manager also provides floor support in a managerial role. This position works with all departments on leading and coordinating all aspects of the guest experience at the SPY Museum.

Success Traits

• A genuine interest in working with the public in an engaging, interactive setting
• Technically proficient with strong organizational skills and attention to detail
• A friendly, outgoing personality who is self-motivated and shows initiative to succeed within a team environment
• Ability to follow detailed instructions and established procedures while also embracing new tasks and working practices
• Ability to lead and communicate effectively with a diverse team and guests.
• Ability to represent the museum in a positive and professional manner
• Proactive and collaborative problem-solver seeking to understand and make smart decisions through consistent effective communication, positive influence, and leading by example

Responsibilities

• Lead the Museum’s Guest Services department, including all exhibit spaces and all programming and logistical support associated
• Responsible for opening and closing of museum daily
• Manage and participate in recruiting, onboarding, scheduling and training in line with best practices
• Give and receive feedback with colleagues to learn, develop, and support each other
• Ensure standard operating procedures follow museum policies and communicate to all other departments
• Support the GS Department budgetary process, to include but not limited to budget planning, payment requests, budget reconciliation, payroll, and forecasting
• Administer museum policies and procedures
• Works with GS Management team handling floor posts, supervising hourly and leadership team while facilitating the Museum experience
• Represent yourself and the museum positively during internal and customer interactions
• Champion the SPY Museum Mission through memorable and authentic experiences for guests and team members
• Liaison with Human Resources team
• Perform other related duties and responsibilities as required or assigned

Education & Experience Required

• High School Diploma or equivalent required, college preferred.
• At least 5 years of customer service experience.
• At least 5 years of Management or Supervisory experience.
• Proficiency with Microsoft Suite; Salesforce preferred.
• Experience cash handling and using POS Systems.
• Candidate must show strong written and verbal communication skills.

Skills Preferred

• Excellent guest engagement, communication and organizational skills
• Ability to lead and thrive in a dynamic and fast-paced environment
• Problem-solving ability to proactively anticipate and address various needs, inquiries, and challenges and implement creative solutions
• Ability to coach and counsel new and tenured team members on people operations and best practices
• Time management proficiency in multitasking and prioritization to handle tasks simultaneously

Special Considerations

• This is a full-time salaried position required to work weekends and holidays.
• This role requires extended periods of standing and walking. Ability to handle, lift and move items weighing up to 40 pounds.

How to apply:

For employment consideration, please submit a cover letter that includes how you identify frontline skill gaps in your team, and how you build and train the team to fill those gaps, and a resume online.

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