Guest Services Manager

2 weeks ago

Las Vegas, United States The Mob Museum Full time
Position Overview:

Reporting to the Sr. Director of Guest Experience, the Guest Services Manager serves as a primary contributor to the Manager-on-Duty rotation while advancing, implementing, and managing initiatives to enhance the guest experience. This individual is responsible for the management and oversight of critical public-facing operations including the Box Office, Concessions, Parking, Souvenir Photo, and Lobby Greeting, ensuring that appropriate financial controls are in place, guest satisfaction remains at a consistently high level, and revenues streams from Ticketed Experiences, Concessions, Parking, Photo Sales, Audio Tour Sales, and any other on-site sales initiatives, including Membership, meet or exceed expectations. This individual is also responsible for stewarding guest engagement via the Education and Mediated Experience teams working in the exhibits, Crime Lab, Firearms Training Simulator and Distillery Tours. The Guest Services Manager is a key member of the Museum team, providing leadership in support of the mission, vision and values of the organization.

Major Tasks and Responsibilities:
  • Serve as a primary Manager-on-Duty responsible for oversight of the Museum's daily performance, including operational supervision of all staff engaged in public operations, ensuring a high quality guest experience while exercising judgment in adjusting to daily operating conditions.
  • Provide direct supervision of and professional development of Supervisors, extending to staff and volunteers working in Box Office, Parking, Concessions, Souvenir Photo, Lobby, Mediated Experiences, and Exhibit Queuing.
  • Continually assess and refresh an entertaining, innovative and diverse guest experience, with the primary goal of promoting the organization's mission of advancing the public understanding of organized crime's history and impact on American society.
  • Oversee the training of personnel on organizational operating procedures, guest service standards, and financial security measures.
  • Supervise box office and on-site sales locations, ensuring proper cash control, effective use of the ticketing system, and the processing of sales that is highly efficient, always courteous, and exceptionally friendly.
  • Provide leadership in guest handling and service recovery efforts, in person, via phone, or through written correspondence.
  • Schedule staff and volunteers, ensuring all areas are appropriately managed, paying close attention to the seasonality of the operation, proper break times, and overtime as a percentage of payroll.
  • Work closely with the finance department to ensure that daily revenue is in equilibrium, or determine the cause of imbalances that may occur. Assist in maintaining departmental budgets.
  • Pay close attention to all queuing lines and crowding, ensuring that guests are served in the most efficient manner possible.
  • Provide operational assistance for special events, programs, educational outreach, and promotional efforts.
  • Draft new and/or unwritten policies, procedures, or protocols and submit them to upper management for review and approval. Ensure staff are following proper policies and procedures.
  • Work closely with the Sr. Director of Guest Experience to implement programs that incent, recognize, and reward behaviors that are consistent with a world-class guest experience.
  • Strategize and coordinate solicitation of guest feedback, implementation of consistent communications to on-site guest regarding offerings.
  • Stay abreast of in-house exhibitions, educational programs, and related community events to keep staff and guests well-informed and keep the Museum on the leading-edge of our industry.
  • Demonstrate leadership in fostering an organizational culture that values innovation, promotes inclusion, and inspires excellence in the work environment.
  • Other duties as assigned.
Experience / Qualifications / Requirements:
  • A minimum of 3 years of experience in guest services in an educational, cultural, or entertainment attraction.
  • A minimum of 2 year of experience in supervision/professional development of others with proven track record of supervising, motivating, and training teams of employees.
  • Experience working with volunteers is preferred.
  • Prior experience in a museum, cultural, or entertainment attraction is desired.
  • Prior experience in on-site sales/retail is desired.
  • A keen understanding of infrastructure needs in a high-volume, service environment
  • Experience in cash handling practices.
  • Prior experience managing a budget is preferred.
  • Prior experience serving in a Manager-on-Duty function is preferred.
  • Outgoing and personable demeanor.
  • Superior interpersonal, facilitation, and public speaking skills.
  • High integrity and strong ethical character.
  • Strong organizational skills.
  • Demonstrable sensitivity and awareness of issues relating to access and inclusion.
  • Able to take ownership of problematic situations using proper judgment to find possible solutions or alternatives while maintaining positive guest relationships.
  • Able to manage people effectively in high stress situations and to collaborate well across departments.
  • Eagerness and capability of serving as consistent role model for Museum's Core Values: Bold Thinking, Taking Responsibility, People Driven, Commitment to Community, and Thrive, embodying each value in spirit and practice.
  • Passion for creating a world-class museum that is unrivaled in content and recognized for a truly outstanding guest experience.
  • Enthusiasm for working in an organization where change is frequent, structure is evolving, and flexibility, teamwork, and good humor are absolute necessities.
  • Proficient computer skills in MS Word, Excel, and PowerPoint. Database and additional software knowledge is preferred.
  • Able to constantly operate a computer, phone, or other office productivity machinery.
  • Able to work a varied scheduled, including evenings, weekdays and/ or weekends.
  • Must have the physical ability and emotional presence to handle high-stress situations such as building evacuations, guest ejections, and injuries.
  • Able to stand for prolonged periods of time, regularly traverse outdoors and meet the physical and psychological demands of leading building evacuations and responding to other emergency situations such as injuries, guest ejections, etc.

Education: Bachelor's degree or equivalent work experience.

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