GUEST SERVICES MANAGER

Full-Time Exempt

Summary:
To support the museum’s core ideology and focus on the guest experience by providing to Museum guests the highest level of service. This individual will support the Guest Services Director in hiring, training, supervising and orientation of all guest services staff.  This individual will provide quality, timely and accurate support of all guest services operations including but not limited to admissions office operations, and exhibit gallery operations including both staffing and gallery status. This individual will provide support to the Exhibit Services department by ensuring that all exhibit components are turned on and off each day and that all components are functioning as designed prior to the daily opening of the museum.  This individual will help the Guest Services staff set the tone for a positive experience for both our guests and team members that report directly to this position.  Reports to: Director of Guest Services

Basic Function and Responsibilities (including but not limited to):

  • Support Guest Services Director in supervision and leadership of all Fort Worth Museum of Science and History Guest Services team members. This includes hiring, training, scheduling, management, development, and evaluation of team members, in all areas including exhibit operations, admissions office operations, call center operations and group sales operations

  • Must be able to perform all Admission Office responsibilities such as deposits, reports, balancing of safe and any other areas assigned in Ticket Office

  • Must be able to perform and train all functions of Guest Services including but not limited to exhibit operations, admissions office operations, call center operations and group sales operations

  • Work closely with the Advanced Sales, Membership, Building Services, Accounting, Human Resources, Programs, and Education Departments to ensure goals and expectations are being met

  • Serve as an example and provide a superior level of guest service by being a positive role model in punctuality, appearance, attitude, and performance

  • Enforce set Museum standards for guest relation policies by assuring guest safety and security, and by ensuring operational efficiency

  • Understand, follow, and help instill the Museum’s Show Quality Standards in others

  • Knowledgeable and proficient in Patron Edge ticketing system, Microsoft Office (Word, Excel, Outlook)

  • Proficient in communicating ideas and new materials to a diverse part-time team

  • Ensure consistent and continuous guest services training of all Guest Services team members

  • Assists Guest Services Management in the continual improvement of Guest Services Operating Procedures

  • Reporting to both the Guest Services and Exhibit Services leadership team the daily status of all exhibit components and consumables inventories

  • Perform other duties as requested by Guest Services Director

  • Inspect daily all galleries prior to business hours

  • Light maintenance, cleaning, and repair of exhibit components in all specific galleries

  • Taking exhibit component inventories as needed to ensure the highest quality of guest experience

Qualifications:

  • Supervisory experience of 2- 5 years or more required

  • Relevant experience in a retail or customer service environment

  • 5 years of experience in a museum or non-profit environment

  • College degree preferred

  • Point of Sale system experience (Patron’s Edge and Raiser’s Edge a plus)

  • Cash handling experience required

  • Demonstrated ability to solve problems independently and show initiative

  • Ability to lift and manipulate objects of up to 50 lbs

  • Must be comfortable working with large crowds including children.

  • Willingness to work flexible hours

  • Must be able to stand for long periods and be able to work both in an indoor and outdoor setting

Human Resources Manager
Fort Worth Museum of Science and History
1600 Gendy Street
Fort Worth, Texas 76107
fax: 817-255-9354


Fun Fact

The OMNI sound system has 50 speakers, driven by 8 amplifiers that produce over 24,000 watts of sound through 6 channels and a giant sub-bass stack to give the audience that “you are there” feeling.

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