Guest Experience Lead

Harley-Davidson•Milwaukee, WI

2d•$47,800 - $67,200•Onsite

About The Position

A walk through the Harley-Davidson Museum is a walk through the history of America. With an unrivaled collection of Harley-Davidson® motorcycles and memorabilia, a 20-acre, park-like campus, and a calendar full of activities, the H-D Museum is one of Milwaukee, WI’s top tourist destinations for visitors from around the globe. Join the H-D Museum as a Guest Experience Lead and help create an experience that will stay with visitors for a lifetime. Job Summary The Lead Guest Experience Associate (Lead GEA) is a team leader for front-of-house operations in a guest-facing environment. This position is responsible for team leadership in a hospitality and sales-focused environment. The Lead GEA will be responsible for oversight of daily guest interactions, POS sales transactions for tickets, enhancements, annual passes and HOG memberships. The Back of House functions include scheduling and coordinating reservations for museum experiences, providing high-quality customer service (including upselling) when answering the phone, generating and prospecting from customer lead lists, and finding different ways to generate business for impact on growth in attendance and revenue. This Lead position will act in a support role to the Supervisor, Museum Operations & MKE Experiences and be able to provide back-up to this role as needed.

Requirements

High school diploma or GED/HSED is required (Must be 18 years or older).
Two years of previous experience in a guest experience, sales or retail environment.
Demonstrated ability to co-lead a team.
Outstanding customer services skills with the ability to understand and resolve guest questions or issues while keeping the organizational goals in the forefront.
Flexibility in scheduling required to include weekends and holidays in addition to some evening hours as required by the business.
Must be willing to learn all aspects of guest-facing job duties within the Museum environment.
Proven ability to manage multiple duties simultaneously and work in a dynamic, fast-paced environment.
Applicants must be currently authorized to work in the United States.

Nice To Haves

Knowledge of Harley-Davidson history or brand is a plus.

Responsibilities

Oversees the daily functions and operations of the museum. Prepares the team for opening and closing the museum and observes the interaction of Guest Experience Associate (GEA) team members with guests.
Staff performance responsibilities: Participate in training new employees as part of on-boarding process and as directed by supervisor. Actively observe performance and provide team members with coaching and feedback. Ensure that policies, procedures and scripts are followed to meet performance expectations. Provide the supervisor with documentation of observations and performance discussions. Supports the GEAs with guidance and support in responding to guest concerns or complaints, operational, technical and other concerns, escalating to the Supervisor as needed. Recognize and recommend areas for staff development to the Supervisor.
Identifies and reports any staff or facility issues impacting the quality of the guest experience
Supports the supervisor in the development of monthly staff schedules and daily staff roster to ensure adequate coverage to meet the needs of the business (includes tracking adjustments, shift swaps).
Assists with operational supply management, including ordering and inventory monitoring of supplies.
Leads efforts to solicit team input and develops recommendations for improvement.
Follows opening and closing check-list. Tasks include recording key metrics and stories from the operational day and supporting cash management processes by maintaining the safe inventory, preparing the nightly deposit, submitting change requests and updating the discrepancy log.
Provides back-up post coverage for breaks, lunches and other absences.
Supports sales and access processes including Galaxy POS, SalesForce, and Galaxy Access Control with a high level of proficiency.
Models leadership and expected behaviors as defined in the HD Code of Conduct, FHPC, HDGX and CLUTCH.
Supports Group Sales initiatives by promoting, coordinating and processing sales and welcoming groups with an effective introduction to the Museum.