ASSISTANT GM

Exhibition Hub•Baltimore, MD

12d•Onsite

About The Position

Exhibition Hub Holdings, LLC is a curator, producer, and distributor of large-scale exhibitions worldwide. We provide “edutainment” experiences, with touring exhibitions of animatronic dinosaurs, Titanic artifacts, immersive digital art featuring the works of Van Gogh, Monet, Klimt, and Banksy, and the interactive, multi-sensory Bubble Planet. We have produced over 70 exhibitions globally, attracting over 6 million visitors. The Assistant General Manager leads a team of supervisors and part-time Guest Service Associates (GSAs) in providing best-in-class experiences for our guests while providing exceptional customer service. Reporting to the General Manager, the Assistant General Manager sets a positive example for the GSAs by demonstrating an upbeat, friendly, and knowledgeable approach to welcoming and attending to our guests while ensuring a safe, respectful, and engaging guest experience. Candidates should be dedicated to providing guests of all ages and backgrounds with a memorable experience and be available to work evenings, weekends, and holidays as needed. Given the nature of our exhibitions, specific job duties may change over time. Successful candidates will enjoy a flexible and ever-changing work environment while continuously being challenged to learn new aspects of managing our exhibitions and growing their skills.

Requirements

Must be at least 18 years of age.
At least three years of customer service experience.
At least two years of supervisory or management experience, preferably in a position working with large crowds and/or a busy customer service environment.
Cash handling experience.
Experience interviewing, hiring, and training staff and conducting performance reviews.
Minimum of two years of completed college coursework or a minimum of five years of customer service experience and at least three years of supervisory or management experience.
The ability to read, understand, and fluently speak English.
Physical ability to move throughout the venue and maneuver boxes up to 40 lbs.

Nice To Haves

Experience working with children and/or families preferred.
Retail, leisure, or tourism experience a plus.
Bilingual and multilingual staff are strongly encouraged to apply.
Fluency in American Sign Language (ASL) is a plus!
Ability to address groups of guests in a proactive and friendly manner.
Experience with point-of-sale (POS) systems and Microsoft Office apps preferred.
Applicants with a strong interest in art, science, and/or history are encouraged to apply.

Responsibilities

Staff recruitment, hiring, training, and scheduling.
Manage Supervisors and Guest Service Associates in welcoming guests at various touchpoints, including box office, retail store, and virtual reality.
Learn and follow established policies and procedures and reinforce with the team.
Under the leadership of the General Manager, lead the team to ensure a safe and welcoming environment for guests and staff, following established Health, Safety, and Security protocols.
Stay current on upcoming special events and ticket and retail offering changes.
Engage with guests, answer their questions, and serve as a first escalation point for quickly and efficiently handling guest complaints.
Ensure the exhibition and venue are well maintained and cleaned per established protocols.
Represent the General Manager when they are off-site, and represent Exhibition Hub and our partners in a friendly and professional manner at all times.
Work with the General Manager to inspire the team to maintain high standards, hold staff accountable while maintaining integrity and confidentiality, and empower staff through a consistent approach to skills building and feedback.
Work with the General Manager to create staffing schedules, audit payroll, and keep expenses within established budget guidelines.
Be the main point of contact for working with off-site tech and IT staff to maintain and troubleshoot exhibition and venue equipment.
Manage load-in/load-out tasks as needed and lead the team in conducting regularly scheduled retail inventories.
Undertake other duties as requested to ensure the smooth running of the exhibition and venue.