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Assistant Manager, Guest Experience

2 months ago

Cincinnati, United States Cincinnati Museum Center Full time

Assistant Manager, Guest Experience

Cincinnati Museum Center

Reports to: Manager, Guest Experience

Department: Guest Experience

FLSA Status: FT/Non-Exempt Hourly

Compensation: $18.00

Position Overview:

The Assistant Manager, Guest Experience directly coordinates the daily admissions operations for Cincinnati Museum Center. The Assistant Manager assists the Manager and Director in the planning and execution of tactics to meet the department’s service delivery and sales goals. This includes supervising staff of specialists and volunteers and coordinating the daily operation of the box office, parking lots and systems, attraction entrances, group entry and Membership. The Assistant Manager will serve as a role model and leader of the level of service and hospitality we expect of our staff and will deliver consistent brand-quality messaging, service, and hospitality. Additionally, the Assistant Manager must work daily to deliver a seamless sales experience to our guests and Member while aggressively maximizing sales, driving revenue, and actively soliciting new Members.

Responsibilities and duties:

Directly coordinate ticket sales, group entry, program sales and Membership transactions and fulfillment at point of sale, including collecting payment, applying appropriate special offer, recording accurate guest and Member data, preparing and welcoming groups and printing and distributing Memberships.

Lead by example, provide direct training and support to the Guest Experience team while promoting a positive work environment. Coordinate with all other departments to provide a safe, welcoming, and effective box office, parking lot and attraction entrances.

Enforce loss prevention and cash handling policies and procedures, including variance reporting, finance reconciliation, and securing cash and currency.

Assist with creation and maintenance of department policies and procedures manuals, job aides and resources and communications tools. Assist in delivery of initial and ongoing trainings for consistency and improvement in customer service, sales, teambuilding, and messaging to guests and Members with goals of delivering a world-class service experience and creating a culture of exceptional service.

Maintain integrity and precision of sales system and database records to ensure best information is available to fully assist guests and Members and coordinate with the call center for any immediate corrections needed for daily operation to continue.

Monitor and report inventory levels and quality of stanchions, office supplies, wheelchairs, strollers, collateral, signage, and other related operational needs.

Deliver excellent guest services and salesmanship techniques. Appropriately address guest and Member needs to increase guest satisfaction and drive sale opportunities. Provide orientation, guidance and assistance to guests, Members and groups through general information, pricing information, programs/events schedule, etc; help them plan their day for the most meaningful experience possible. Perform guest recovery as necessary to address concerns/issues and resolve conflicts that arise; take situations to department Manager on Duty as necessary.

Work in the call center when needed and use the multi-line phone systems to interact with guests and use the point-of-sale and scheduling systems to sell tickets, memberships, and special programs.

Other duties as assigned

Education and Experience:

High School diploma or equivalent required.

One or more years of management or leadership experience.

Experience in area of admissions, sales, hospitality, retail or customer service preferred.

Experience with museums, non-profits, hospitality industry or large venues preferred.

Previous cash handling experience and operational experience with a POS system strongly preferred.

Knowledge, Skills and Abilities

Excellent guest relation and interpersonal skills including conflict-resolution, team-building and interfacing with diverse internal and external audiences; and an outgoing, friendly personality.

Strong organizational and communication skills, with high attention to detail. Time management skills including ability to initiate, prioritize, manage and complete multiple tasks in an energetic environment and work well under pressure with periodic heavy workloads, constant demands and frequent interruptions.

Ability to complete complex data entry processes with speed and accuracy and effectively use Microsoft Office applications.

Ability to use multi-line phone system and multifaceted computer software systems.

Professional demeanor with a degree of integrity, confidentiality, ethics and dedication to the mission of Cincinnati Museum Center.

Self-motivation and initiative; ability to work both independently and as a team member.

Additional Requirements & Working Conditions:

Position is 40 hour/week (full time), hourly, with benefits. Schedule is Thursday – Monday, but flexibility is required to meet business demands including working evenings, weekends, and holidays. Must have reliable transportation.

This position takes place in both indoors and outdoors. This position requires long periods of standing, sitting, and walking. May be exposed to hot or cold weather conditions when working with parking machines.

Must be able to lift 25 pounds.

Employee Benefits:

Be a part of creating meaningful experiences, inspiration, and lasting memories

Membership to the Cincinnati Museum Center

Complimentary tickets to Featured Exhibits and OMNIMAX films

Free parking at Cincinnati Museum Center

Discounts at food and beverage locations and in gift shops

Discounts on tours, programs, and events

Apply at