JOB SUMMARY
The Guest Services Manager will play an instrumental role in Cayton Children’s Museum’s operations, planning, and budget management with direct and indirect impact on guest relations and visitor experience. This role will develop and execute customer service practices to enhance customer satisfaction and loyalty. The Guest Services Manager reports to and works closely with the Chief Operating Officer. This position supervises the 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
Oversee the hiring, training and scheduling of all guest services staff, and facilitate customer service-related training for other staff and volunteers
Create, implement, and oversee all customer service practices, 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.
Field and address all guest complaints, concerns, or incidents in a polite, timely, and responsive manner.
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, website and more.
Oversee Museum Membership program, including selling memberships, providing excellent customer support to members, and directing high level membership and donor inquiries to Development.
Monitor the revenue and expense budgets for guest services operations.
Assess and report on progress toward guest services and related revenue goals and provide recommendations for improvement.
Maintain, troubleshoot, and manage the museum’s point of sale (POS) front desk system, in addition to drawer reconciliation.
Manage museum general admission ticket calendar.
Other duties as needed.
QUALIFICATIONS
3 years’ experience minimum in a customer service-related position; 1 year in a management role preferred.
Bachelor's degree, a plus.
Altru/Blackbaud knowledge is considered a plus.
Proficiency in Microsoft Office and other standard office software, systems and collaboration tools.
Excellent written and verbal communication skills.
Ability to think strategically, creatively, and critically with pragmatic and careful attention to detail.
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, 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 to access file cabinets, office machinery, storage shelves, etc.
Lift up to 20 lbs.
Communicate via telephone, video conference, email, and in-person.
Stand for sustained periods of time while at front desk.
COMPENSATION & BENEFITS
Salary ranges from $32-$37 per hour depending on experience.32-hour work week.
Health, dental, vision, life, and disability insurance.
Retirement plan; 401k with 4% employer match.
Health and childcare flexible spending accounts.
Vacation and sick days; paid holidays.
Commuter benefits.
Plus, more.
SCHEDULE
The Guest Services Manager is a full-time position with a four-day work schedule. The usual work schedule is typical business hours, Wednesday - Saturday, with some evenings as needed; however, schedule may vary.
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.