Assistant Manager, Guest Experience Operations

The mission of Crystal Bridges Museum of American Art is to welcome all to celebrate the American spirit in a setting that unites the power of art with the beauty of nature. Founded by philanthropist and arts patron Alice Walton, Crystal Bridges is a public non-profit charitable organization.

Job Description:

Position Title: Assistant Manager, Guest Experience Operations

Position Type: Full-Time

FLSA Classification: Exempt

Department: Guest Experience Operations

Reports to: Manager, Guest Experience Operations

Date Reviewed: August 22, 2024

About Crystal Bridges & The Momentary:

Crystal Bridges is a museum of American art located in Bentonville, Arkansas. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded by Alice Walton in 2005, the museum opened in 2011 and is a public, non-profit charitable organization with free admission.

The Momentary is a contemporary art space that opened to the public on February 22, 2020, in downtown Bentonville, Arkansas. The Momentary is a venue for the music, art, and food of our time, and a catalyst for creativity and economic vitality. An extension to Crystal Bridges, the Momentary is a 'living room' where community gathers to be inspired, connected, and joyful. You belong here: make the most of this moment.

Position Summary:

The Assistant Manager, Guest Experience Operations is a key position in the institution's ability to create a welcoming, safe, professional, and world-class guest experience. This role supports the front-line team that staff's museum entrances, venues, and both indoor and outdoor events. Strong organizational and technological skills are required to simultaneously attend to daily responsibilities while planning for longterm departmental achievements.

The Assistant Manager, Guest Experience Operations will support the Manager, Guest Experience Operations providing leadership and oversight to make sure all daily operations run smoothly. They will act as a liaison to other museum departments, assist in the development of departmental processes and procedures, and in the absence of the Manager, Guest Experience Operations will take responsibility for addressing unique situations in a timely manner. The Assistant Manager, Guest Experience Operations will ensure that the daily operations of the department are fulfilled and that each Associate is fully trained to provide outstanding customer service to museum guests and colleagues. They will assist in managing and supervising all personnel. This includes hiring, establishing, and monitoring performance objectives and individual training and development of departmental staff. This role requires exceptional management and leadership skills and an eagerness to grow and develop a vibrant and energetic team.

The Assistant Manager, Guest Experience Operations will spend time each day in public areas of the museum interacting with team members and guests – and will work evenings and weekends to support any events as needed to ensure that institutional standards are met, and accurate attendance is reported.

Principal Responsibilities:

• Assist the Manager, Guest Experience Operations in planning and implementing strategies, policies, and procedures to ensure the highest levels of guest engagement and safety.
• Assist the Manager, Guest Experience Operations in supervising, supporting, and evaluating the work of all team members.
• Ensure all daily operations run smoothly and in accordance with institutional policies and procedures.
• Assist in planning and running events, editing materials, and coordinating efforts in which the Guest Experience Operations department is involved.
• Work with appropriate departments to manage the technology essential to Guest Experience Operations, including the Tessitura ticketing system, scanners, tablets, and printers – including hardware needs, software updates, inputting data from a variety of sources, and staff training.
• Develop and maintain proficiency in department related software including Tessitura, EMS, Shopify and others as introduced.
• Ensure cash handling procedures are followed, and all deposits and banks are accurate.
• Act as a secondary contact for communications and training with other departments in matters related to front-line responsibilities.
• Assists with the hiring process by participating in all interviews and deliberating on final candidates, confirming that reference checks have been successfully completed and all hiring is in accordance with museum standards.
• Generate reports as needed using data from a variety of sources.
• Make decisions that require immediate attention.
• Support the Manager, Guest Experience Operations in the development of programs and structures that will enhance and encourage the ongoing training of each individual associate working with multiple departments to create a process for cross training to increase the level of employee retention.
• Collaborating with the Manager, Guest Experience Operations Development, and Database and Research to establish revenue goals for the department and operational procedures for setting, meeting and exceeding individual and team performance goals.
• Consult and collaborate to define staffing and safety needs for exhibitions, including reviewing the layout of new exhibitions and gathering talking points and training materials.
• Participate in all necessary meetings with internal departments.

Qualifications and Skills:

Education, Training, and Traits:

• High School Diploma or GED or 2 years of related experience required. Bachelor's or associate degree from an accredited institute of higher learning preferred.
• Driver's license required.
• Enthusiasm about being a team member at a major art museum and performing arts venue, with a strong visitor-centered community dynamic.
• Excellent attendance and punctuality.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Office required. Ability to learn new software.
• Good judgment.
• Ability to lead a team while continuing to perform tasks as needed.
• Ability to be patient and flexible while also staying energized and focused on providing excellent customer service.
• Multi-tasker who enjoys being part of a high performing team.
• Ability to recognize guest experience concerns and address them professionally.
• As this position will be directly responsible for the mentoring, training and development of supervised staff, it is imperative that they demonstrate effective leadership qualities and have a passion for seeing others grow and develop while creating a world-class guest experience.

Work Experience:

• Minimum of two years supervisory experience in a customer service or related industry preferred.
• Prior experience working with computerized cash register system and ability to accurately balance a cash drawer preferred.
• Prior experience in Team and Individual goal development.
• Prior experience in maintaining daily operations and departmental budgets.
• Experience with hiring, onboarding, and training.

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: Position requires working in Momentary Galleries for prolonged periods of time. This position requires standing, walking and climbing stairs, bending and stretching, and physical stamina to lift a minimum of 50 pounds unassisted. Position requires utilizing a computer

for prolonged periods of time with good eye/hand coordination. This position requires visual acuity to review written materials is required for this job

• Work Environment: The majority of work will be performed in Momentary and Crystal Bridges spaces with some outdoor assignments, as needed. Additionally, Strong communication skills and ability to interact politely and effectively with a wide range of Momentary members, visitors,

volunteers and staff.

• Position requires ongoing flexibility in work hours due to events, staffing needs and other factors.

All offers of employment are contingent on your successful completion (where permitted by state law) of a confidentiality agreement and background check. In addition, you will need to provide proper identification verifying your eligibility to work in the United States.

Crystal Bridges is an equal opportunity employer committed to building and maintaining a workplace that is free of discrimination and harassment of any kind. We encourage all qualified applicants to apply. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.