JOB SUMMARY
Senior Events & Guest Services Manager is responsible for oversight of Cayton Children’s Museum’s operations, planning, policies, and budget management with direct and indirect impact on guest relations, visitor experience programs, and private events/museum rentals. The Senior Events & Guest Services Manager reports to and works closely with Senior Director of Operations. This position supervises the Events & Guest Services Coordinator and Guest Services staff and volunteers. This role is part of the Museum Operations team, and works in close collaboration with other departments.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Develop and execute customer service protocols to enhance customer satisfaction and loyalty
Oversee the hiring and training of all guest services staff, and facilitate customer service-related training for other staff and volunteers
Create, implement, and oversee all customer service protocols, including pre-, during, and post-visit guest communications, systems for responding to visitor questions and concerns, and efforts to establish deeper connections between the museum and our visitors.
Monitor the revenue and expense budgets for guest services operations.
Work with Marketing on the development, creation, and timely delivery of all guest services messaging, materials, and collateral, including but not limited to: digital assets and communications, print materials, signage, and more.
Assess and report on progress toward guest services and related revenue goals, and provide recommendations for improvement.
Other duties as needed.
Plan and execute private events
Expand and improve facility rental programs to maximize the revenue potential of the Musuem space. In partnership with Marketing/Development team, manage the development, creation and timely delivery of all event marketing materials and collateral, including but not limited to: digital assets and communications, print materials, event signage, promotions, and more.
Serve as main point of contact for facility rentals, including birthday parties, private art activities, corporate events, and more.
Work with clients to ensure smooth venue rental experience for all events and private parties.
Coordinate scheduling of events in collaboration with other teams to ensure space availability and smooth execution, and to avoid programmatic conflicts.
Act as primary liaison to all partners and manage execution of all venue and vendor contracts, working closely with vendors to facilitate event logistics including catering, rentals and production, and coordinate with Santa Monica Place as needed.
Secure insurance documents and appropriate city and venue permits for all events, when necessary.
Develop and track event budgets, optimizing ROI; Analyze event performance and prepare post-event reports and metrics for department review.
Manage event-related database.
Support planning and execution of museum festivals and public events.
Assess and report on progress toward event-related revenue goals, and provide recommendations for improvement.
Other duties as needed.
QUALIFICATIONS
5+ years’ experience minimum in customer service and/or event planning. At least 2 years of experience in managing people and working with a team.
BS/BA degree, or equivalent years of experience.
Proficiency in Microsoft Office and other standard office software, systems and collaboration tools.
Altru/Blackbaud knowledge is considered a plus.
Strong research skills and sound understanding of best practices in the events and customer service industries, including budgeting, vendor relations, production, sourcing of supplies/materials, etc.
Excellent written and verbal communication skills.
Ability to think strategically and creatively, but also pragmatically and with careful attention to detail, record-keeping, and organization.
Ability and willingness to take initiative, problem-solve, and do what it takes to get the job done.
Great interpersonal skills and ability to represent the organization and work collaboratively with diverse staff, Board, volunteers, vendors and the public.
Commitment to the mission, vision and values of the Cayton Children’s Museum.
PHYSICAL REQUIREMENTS
The person in this position must be able to:
Move about inside the office and throughout the museum to oversee events, respond to guest needs, and access file cabinets, office machinery, storage shelves, etc.
Lift up to 20 lbs.
Communicate via telephone, video conference, email and in-person.
COMPENSATION & SCHEDULE
The Senior Events & Guest Services Manager is a full-time exempt position, with a salary range of $62,400-$68,000, depending on experience. Comprehensive benefits package includes: health, dental, vision, life and disability insurance; retirement plan with employer match; flexible spending accounts; vacation and sick days; plus more. Weekly schedule may vary based on museum needs, including special events, but will regularly require some weekend availability.
ABOUT OUR ORGANIZATION
At the Cayton Children’s Museum, we activate the power of play to enrich the lives of children and their families, build stronger and more connected communities, and create a better world. We envision a world where all children, and the adults they grow up to be, experience the transformational and lifelong benefits of abundant, creative, and purposeful play.
The Cayton Children’s Museum is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, national origin, gender identity, sexual orientation, pregnancy, disability, political affiliation, marital or family status, age, military service, or other non-merit factor.