What are the responsibilities and job description for the Guest Services Manager position at Scott Family Amazeum?
The Amazeum is a hands-on, interactive museum for children and families that creates a fun environment where risk-taking, imagination, problem-solving, discovery, collaboration, and exploration bring children and adults together to learn and grow.
Now we need you- a top-of-class, thoughtful mission-oriented leader. You are driven by the desire to impact the community, forward-looking/future building and excited to create a museum experience few could ever imagine.
Your leadership DNA:
Now we need you- a top-of-class, thoughtful mission-oriented leader. You are driven by the desire to impact the community, forward-looking/future building and excited to create a museum experience few could ever imagine.
Your leadership DNA:
- Grounded in exceptional guest experience
- Creative business driver
- Dynamic and inclusive cultural change agent
Position Summary:
The Guest Services Manager (GSM) will be a passionate champion for the guest and responsible for setting the stage for an amazing experience. This people connector will motivate a guest-focused front line team which includes admissions, Curiosity Corner (museum store), and other business revenue centers (events, parties, rentals and cafe). Reporting to the Director of Business Operations, this is an impact role that provides hands-on, exemplary leadership in refining the guest services culture.
Guest Services: Lead First Impressions:
- Create a fresh, evolving, interactive front lobby experience for guests and members
- Manage all responsibilities of the Guest Services team, including; ticket and membership sales, incoming email and phone traffic for guest reservations, Curiosity Corner, group tour entry logistics, other revenue centers
- Model expectations of guest experience, directly, by serving as front line team
- Cultivate strong relationships and connect with internal and external customers
- Develop and implement operational procedures and protocols for guest services, including but not limited to guest safety, first aid, emergency procedures
- Create an optimal staffing presence for an exceptional guest experience
- Utilize and customize museum software, Versai, to best serve and understand our guest traffic patterns and increase efficiency museum-wide
Entrepreneurial Spirit: Invent new ways to excite and delight:
- Curate the selection, inventory and merchandising of Curiosity Corner gifts/products to align with Amazeum educational principles
- Develop products to extend Amazeum-branded opportunities both to online and in the Curiosity Corner
- Lead effort to expand the nationwide presence of the online store with Systems Coordinator and Marketing
- Take ownership of revenue proforma, budgets (departmental, personnel and operational budgets) and contracts with vendors
- Enhance, grow, support rental opportunities; group events, birthday parties,
- Set and meet revenue and benchmark goals for department functions
Daily Business and Operations: Consistent cultural and people leadership:
- Foster cross-department communications with museum leaders to ensure a seamless transition of our guest to all areas of the museum, i.e. membership, education, rentals, etc
- Effectively manage the daily, technical operations and requirements of department
- Collaborate with People Services to recruit, hire, train, professionally develop and evaluate the performance of all Guest Services team and volunteers
- Follow and implement strict internal financial controls; the accuracy of cash drawer compliance and daily reporting
- Stay informed of overall Amazeum operations and effectively communicate that information to team members
- Work a varied working schedule including weekdays, weekends, some evenings and some holidays
- Hold on-call responsibility to maintain staffing coverage
- Perform other duties as assigned and as you deem needed for an exceptional guest experience
The responsibilities listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The Amazeum will revise or change position duties and responsibilities as necessary to accommodate changing organizational needs.
Minimum Qualifications Education, Training, and Traits:
- Associate's degree from an accredited college or university required; Bachelor's degree preferred
- Work Experience: Minimum of 5 to 7 years of experience working in hospitality, retail or other customer-focused environments; a supervisory position preferred.
- In regard to education and experience, an equivalent combination of relevant education and/or experience may satisfy the minimum requirements.
- Experience managing staff and point of sale systems preferred
Skills and Abilities:
- Ability to work in a fast-paced, customer-facing environment
- Knowledge of Versai system preferred
- Strong communicator with an eye for details and organization
- Ability to meet deadlines and handle multiple tasks simultaneously
- Demonstrated project management, negotiation, and problem-solving skills
- Inclusive leader who develops strong and trusting relationships
- Interact respectfully with people of diverse cultural backgrounds
- Team player both within the department and throughout the entire organization
- Flexibility to work adaptable schedules including days, evenings, and weekends
- Maintain the highest levels of confidentiality
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.
This position requires the ability to:
- Stand and walk for a minimum of two hours without a break.
- Climb stairs, bending and stretching, and physical stamina to lift a minimum of 25 pounds unassisted.
- Operate computer and office equipment with good eye/hand coordination
- Function with visual acuity to review written materials, observe large crowds and provide detailed descriptions as necessary.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to move independently within the museum office and spaces. The noise level in the work environment is usually low to moderate, however, it can be moderate to loud during peak periods. Evening and night work hours required as needed.
Guest Services-Hourly
PAH Management -
Rogers, AR
