See more Collapse

Guest Services Manager

1 month 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. #J-18808-Ljbffr

We have other current jobs related to this field that you can find below

  • Clerk, Retail

    4 weeks ago

    Las Vegas, United States Guest Services Full time

    Compensation Amount: Job Summary: The Retail Sales Associate is responsible for assisting customers in making purchases. The Retail Sales Associate is responsible for merchandising and display, receiving money from and disbursing money to customers, and maintaining a high level of customer service at all times. Job Description: ESSENTIAL FUNCTIONS Smile and...

  • Food Prep

    1 month ago

    Las Vegas, United States Guest Services Full time

    Compensation Amount: Job Summary: The Food Prep/Server prepares ingredients, keeps the kitchen clean and orderly, and performs some of the simpler cooking functions as assigned according to the menu. The Food Prep/Server is responsible for serving and clean-up of food. Job Description: ESSENTIAL FUNCTIONS Prepare and cook food items according to recipes,...

  • Guest Services Assistant Manager

    2 months ago

    Las Vegas, Nevada, United States Caesars Entertainment Full time

    JOB SUMMARY:The Guest Services Assistant Manager reports to and collaborates with the Hotel Operations Managers to set the tone for the front-of-house experience of Caesars Palace. This integral role assists in leading the hotel departments (Front Office, Front Services) by example, ensuring that no need goes unmet and no opportunity to make a guest's visit...

  • Guest Services Assistant Manager

    2 weeks ago

    Las Vegas, Nevada, United States tapwage Full time

    JOB SUMMARY:The Guest Services Assistant Manager reports to and collaborates with the Hotel Operations Managers to set the tone for the front-of-house experience of Caesars Palace. This integral role assists in leading the hotel departments (Front Office, Front Services) by example, ensuring that no need goes unmet and no opportunity to make a guest's visit...

  • Guest Service Agent

    4 months ago

    Las Vegas, United States Waldorf Astoria Las Vegas Full time

    DescriptionA Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.What will I be doing?As Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from...

  • Guest Services Ambassador

    3 weeks ago

    Las Vegas, United States Aparium Hotel Group Full time

    GUEST SERVICES AMBASSADOR Reports to Director of Rooms and Guest Service Managers; position is non-exempt Who We Are Hotels done differently. It’s not just a slogan or catchphrase, it is who we are in everything we do. We believe in the power of People, Place and Character; ensuring our properties are a place where individuals are valued and celebrated as...

  • Guest Service Agent

    4 months ago

    Las Vegas, Nevada, United States Waldorf Astoria Las Vegas Full time

    A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.What will I be doing?As Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from check-in...

  • Guest Services Ambassador

    2 months ago

    Las Vegas, United States Legends Full time

    Responsibilities: The Guest Services Ambassador will be a dynamic, interactive role within the attraction with a specific focus on the guest services desk and how the guest relates to the experience. This position will play an integral role in providing guests with a unique, memorable experience. The position will also require maintaining the guest services...

  • Guest Services Ambassador

    2 months ago

    Las Vegas, United States teamworkonline Full time

    Responsibilities:The Guest Services Ambassador will be a dynamic, interactive role within the attraction with a specific focus on the guest services desk and how the guest relates to the experience. This position will play an integral role in providing guests with a unique, memorable experience. The position will also require maintaining the guest services...

  • Guest Services Ambassador

    2 months ago

    Las Vegas, United States AEG Full time

    In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen. Responsibilities: The Guest Services Ambassador will be a dynamic, interactive role within the attraction with a specific focus on the guest services desk and how the guest relates to the...

  • Guest Service Representative

    2 months ago

    Las Vegas, United States Illuminarium Full time

    ** Guest Service Representative** **Job Category****:** Operations **Requisition Number****:** CHAPT005963 Showing 1 location **Job Details** **Description** **ILLUMINARIUM EXPERIENCES** Legends has been chosen as the exclusive operator of llluminarium Experiences a cutting-edge immersive, experiential entertainment venue. Located in major cities and tourism...

  • Guest Services Agent

    3 weeks ago

    Las Vegas, United States Wyndham Hotels & Resorts Full time

    ** Guest Services Agent** Location: Las Vegas, NV, US, 89128 Property Name: La Quinta by Wyndham Las Vegas - Summerlin Tech Cntr Req Id: 17334 La Quinta by Wyndham is now seeking a Guest Services Agent to join our team at the La Quinta by Wyndham Las Vegas - Summerlin Tech Cntr location in Las Vegas , Nevada . **Job Summary** The Guest Service Agent is...

  • Guest Service Agent

    2 months ago

    Las Vegas, United States Wyndham Hotels & Resorts Full time

    ** Guest Service Agent** Location: Las Vegas, NV, US Property Name: La Quinta by Wyndham Las Vegas - Summerlin Tech Cntr Req Id: 15062 **?Were offering a limited-time sign-on bonus for new team members who are dedicated to providing an exceptional guest experience. Apply today, join our team, and you can be eligible to earn up to $600!** La Quinta by...

  • Guest Services Administrator

    3 weeks ago

    Las Vegas, United States Golden Nugget Hotels & Casinos Full time

    Overview: The primary responsibility of the Guest Services Administrator will support assigned unit operations administratively under the direction of its corresponding department head with a focus on ensuring that sufficient accounting and labor resources are aligned in an efficient and consistent basis to accommodate daily, weekly and monthly operational...

  • Guest Service Rep.

    2 months ago

    Las Vegas, United States Flamingo Paradise LLC Full time

    Job DescriptionJob Description$1,000 RETENTION BONUS!SummaryThe Guest Service Representative will assist our guests with reservations, checking in and out of the hotel and informing players of new promotions.ESSENTIAL DUTIES AND RESPONSIBILITIES Responsible for completing transactions such as: registering hotel guests and assigning rooms, guests and player...

  • Guest Service Representative

    3 weeks ago

    Las Vegas, United States Maverick Helicopters Full time

    PT Positions Schedule Varies $14.00 an hour plus commission on direct bookings POSITION SUMMARY The primary duties of the guest service representative is to assist guests with the check-in process for their Helicopter tour, and accommodate guests in an attentive, courteous and friendly manner. ESSENTIAL FUNCTIONS Reasonable Accommodations Statement To...

  • Guest Service Representative

    4 weeks ago

    Las Vegas, United States Maverick Helicopters, Inc Full time

    Job DescriptionJob DescriptionPT PositionsSchedule Varies$14.00 an hour plus commission on direct bookingsPOSITION SUMMARY The primary duties of the guest service representative is to assist guests with the check-in process for their Helicopter tour, and accommodate guests in an attentive, courteous and friendly manner. ESSENTIAL FUNCTIONS Reasonable...

  • Guest Service Representative

    1 month ago

    Las Vegas, United States Nothing Bundt Cakes Full time

    At Nothing Bundt Cakes, the Guest Services Representative sweetens up the place,setting the mood and making a stop in the bakery an event worth posting about. Youllget to play party planner by helping guests order the right cake for their celebratio Guest Service, Representative, Guest, Service, Bakery, Restaurant, Retail

  • Front Desk

    2 months ago

    Las Vegas, United States Tuscany Suites and Casino Full time

    Job DescriptionJob DescriptionLocated just minutes away from all of the excitement of the glittering Las Vegas Strip and Las Vegas Convention Center, Tuscany Suites & Casino provides guests with a relaxing getaway perfect for business travelers, a long weekend with friends or your next family vacation. We are looking for a Part Time Guest Service...

  • Guest Service Expert

    4 weeks ago

    Las Vegas, United States Smashburger Full time

    Smashburger - 9460 S Eastern Ave #120 [Food Service / Crew Member / Team Member] As a Guest Service Expert at Smashburger, you'll: Ensure each guest receives Gold Standard service; Be knowledgeable of all menu items and be able to make suggestions and answer questions; Process POS transactions and accurately follow cash handling procedures; Personalize food...