Guest Services Manager

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 organization 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, inquires and challenge 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.