Assistant Manager, Visitor Engagement (Fixed-Term)

Exploratorium•San Francisco, CA

7d•$36•Onsite

About The Position

We are seeking an experienced and outstanding Fixed Term Assistant Manager for our Visitor Engagement Department to cover a 6 month leave. If you are ready to join a team of passionate curiosity-driven individuals and make a difference, the Exploratorium wants to talk to you! The Visitor Engagement Assistant Manager is a multi-department position responsible for supervising daily museum operations, such as membership, ticketing and retail, as well as the programs that support learning experiences for all visitors. The position is responsible for assisting the Visitor Engagement Managers with staff supervision and morale, fiscal responsibilities, sales growth, maintaining supplies and equipment, and providing ongoing training and professional development. The Visitor Engagement Assistant Manager has flexibility to shift their focus between management of Visitor Experience Facilitators, Shipping & Receiving, Reservations Office, and High School Explainers, based on needs of the team and seasonal staffing demands. The ideal candidate will have the ability to work collaboratively, possess exceptional organizational and leadership abilities, and demonstrate a technical aptitude with point-of-sale systems and a commitment to exceptional visitor service. In addition, the ideal candidate will have a proven ability to analyze and solve problems, establish and meet goals, set priorities, handle diverse responsibilities and deadlines, monitor safety on the museum floor, and manage a diverse staff. This position reports the Visitor Engagement Managers.

Requirements

BA/BS degree or a minimum of 5 years of experience preferably in the hospitality/retail industry or an attendance-based environment
Minimum 2 years supervisory experience required
Must be available to work shifts that include weekend, evening and holiday hours
Must be available to work on site at the Exploratorium
Diplomatic and decisive leader with excellent organizational and time management skills
Demonstrated experience in front line customer relations and complaint resolution
Excellent organizational, interpersonal and communication skills
Demonstrated customer service experience and previous cash handling experience required
English proficiency required; bilingual skills an asset (Spanish or Cantonese a plus)
Be or be willing to become First Aid/CPR certified and maintain certification
Able to move from place to place which may include standing and/or walking for extended periods of time; lift and carry up to 75 pounds short distances

Nice To Haves

Previous experience with Siriusware or other ticketing system preferred
Experience and ability to lead work that advances equity, DEAI and anti-racism
Experience engaging in or leading conversations around identity, race and privilege
Experience in informal learning institutions
Bilingual/Multilingual
Cash handling/POS system experience
Background in working with youth
Knowledgeable of de-escalation tactics
Experience working with the public in front-facing roles

Responsibilities

Manage daily operations of the Visitor Engagement department
Plan and lead professional development and meetings for staff on professional skills, science content and facilitation, assist in organizing and leading ongoing training
Participate in the interviewing and hiring process for Visitor Engagement Facilitators to ensure excellence in the operation of the Museum’s retail and visitor operations and to promote and achieve a consistently high level of customer satisfaction
Develop and maintain a team-oriented environment. Maintain effective lines of communication between staff and management
Coordinate with Visitor Engagement management team and other museum departments to ensure timely communication of essential information to staff
Supervise daily operations of the Visitor Services department; plan for adequate supervisory coverage when primary management staff is unavailable
Assist in defining and overseeing policies, work assignments, daily meetings, and motivation to meet/exceed department standards
Create department work and break schedules; assist in approving timesheets as needed
Write and deliver staff performance evaluations; monitor performance and development and provide timely feedback; maintain confidentiality where appropriate; progressive discipline as needed
Model appropriate behavioral standards for staff; set pace for work quality and productivity
Meet or exceed net income targets in a manner consistent with the mission and character of the Exploratorium
Maintain equipment and systems in close coordination with the Information Technology department
Assist in the coordination of reporting data to museum staff
Complete fiscal day/month/year accounting and reporting procedures with a high level of accuracy; produce custom reports as needed
Work within established budget assisting with fiscal cash deposits, audits, reconciliation, and inventory control
Assist with accurate and timely completion of scheduled inventories and database maintenance
Ensure that consideration of the visitor experience is at the forefront of all policies and operations
Meet or exceed service metric targets
Build sales using various techniques (add-ons, substitutions, active listening, product demonstration etc.) and sincere approaches which demonstrate an analysis of the guests’ needs
Use initiative & enthusiasm on the floor, engage customers in friendly & helpful interactions
Handle guest concerns with professionalism- demonstrate exceptional conflict management and resolution skills
Respond to and resolve guest issues; report areas of ongoing concern to appropriate parties
Model and maintain positive interactions with customers-demonstrating a positive “say yes” attitude
Train Visitor Engagement staff on upcoming promotions, museum programs and events. Ensure successful execution, both with the staff and within systems
Maintain appearance and functionality of guest queues, ticketing areas, retail stores, guest amenities, and related spaces with a focus on guest and staff safety at all times.
Work cooperatively with other museum departments to ensure an integrated guest experience
Perform other duties and assignments as needed