Assistant Manager, Guest Experience Operations

Art and Wellness Enterprises • Bentonville, AR

1d • Hybrid

About The Position

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 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.

Requirements

• High School Diploma or GED or 2 years of related experience required.
• 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.
• Minimum 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.

Nice To Haves

• Bachelor's or associate degree from an accredited institute of higher learning preferred.

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED