Job Title: Guest Services Manager
Salary: $40,000-$45,000 DOE
Status: Full Time, Exempt
Supervises: Play Facilitators & other floor staff
Benefits: Vacation, Sick, Holidays, Group Health/Vision/Dental and SIMPLE Retirement plan
Reports to: Executive Director
Position Summary
The Guest Services Manager supervises the guest experience staff (museum floor staff/Play Facilitators and floor volunteers) involved in the museum experience. This position sets the expectations and monitors the performance of all guest experience staff, including staff assisting in programs.
Essential Functions, Major Responsibilities and Duties
● Responsible for recruiting, hiring, and training all visitor experience staff.
● Establishes and implements the standards, procedures, and operating practices that ensure all guest services staff consistently deliver high quality customer service.
● Oversees the work of the guest services team and manages the team in a manner that assures the day’s supervision is effective, all floor and front desk operations function smoothly and guests are well served.
● Sets and monitor progress for individual goals and objectives of each member of the guest experience team.
● Handles all scheduling needs for the guest experience team members and ensures all areas of the museum are fully staffed, including handling call-ins, and tardy employees.
● Sets and maintains a standard of attendance for the guest experience team, including tracking attendance policy violations and documenting necessary disciplinary action as outlined in the SFCM Employee Handbook
● Oversees front desk systems, procedures, and ambiance. This includes customer service approaches, daily reconciliation, transaction processing, supply inventory, aesthetics, messaging, and the overall tone of entry to the museum.
● Greets all members and visitors and respond to their needs in a positive way.
● Maintains a high level of knowledge about museum exhibits, programs, and events to answer guest questions and provide recommendations.
● Responds to visitor concerns and comments (onsite, email, or phone), including first-aid, questions, and concerns as they arise.
● Ensures the museum’s safety and security, and cleaning/sanitizing procedures are communicated to and followed by Floor Staff.
● Coordinates with Facilities and Programs regarding exhibit maintenance needs on the museum floor.
● Leads and/or participates in internal meetings.
● Oversees administration of SFCM Customer Relations Management (CRM) system as it relates to Welcome Desk and Gift Shop operations.
● Configures and maintains the Museum’s point of sale system as it relates to Guest Services and Museum Gift Shop.
● Oversees Museum Gift Shop; monitors and purchasing inventory/products.
● Work Tuesday through Saturday, 8:30am – 5:30pm; holidays and weekends when Museum is open.
Other responsibilities and expectations
● Exceptional leadership and customer service skills.
● Ability to work well in a collaborative team environment with both internal and external partners.
● A Friendly, outgoing and Dynamic Personality.
● Ability to collaborate with internal departments to ensure clear line of communication and appropriate joint coordination around guest experiences.
● Represent SFCM at onsite events and community outreach as needed.
● Reliable attendance, timely, organized.
● After hours work, including weekends.
● Other duties as assigned.
Education and Experience
● Minimum 3 years of management experience with a customer service team.
● Minimum 5 years customer service experience in a public facility
● Retail sales experience preferred.
● Direct experience working with children 0-10 yrs; must enjoy working with young adults, children, and families.
● Thrive on working in a fast-paced environment with a wide variety of job responsibilities and demands.
● Demonstrated ability to communicate and relate effectively to a wide variety of individuals.
● Bilingual Spanish/English preferred.
● Excellent oral and written English communications skills.
● Proficiency in Microsoft Office Platform, Google Suite and Square.
● Bachelor’s degree preferred.
Physical Demands
● Audio, visual, verbal functions are vital aspects to performing this position.
● Majority of time is spent sitting, standing, walking.
● Some lifting, 25 pounds or less is necessary.
● Stooping, kneeling
● Workday is primarily indoors; occasional outdoor activity.
No phone calls or in-person delivery of application/resume.
This job description is not intended to be all-inclusive of every function that may be required to be performed by the person in this position. The employee will also perform other reasonable related duties as assigned by the supervisor or other management. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Management reserves the right to change job responsibilities, duties, and hours as the need prevails either formally, informally, verbally or in writing. This document is for management communication only and is not intended to imply a written or implied contract of employment.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.