Guest Experience Manager

The Franklin Inst•Philadelphia, PA

39d

About The Position

The Guest Experience Manager will supervise and execute all aspects of the museum floor operations with a primary focus on the ticketing and guest services functions. This customer-focused position must ensure that all of the areas perform successfully, meeting the operational, professional, and customer standards of the museum to deliver a world-class visitor experience.

Requirements

A Bachelor's degree is preferred or a minimum of 3 to 5 years of experience managing staff in a sales and customer service setting are required
Proven success operating within a high volume ticketed venue or visitor facing organization
Experience coaching, motivating, and monitoring staff members in a fun, energetic environment
Ability to handle multiple tasks, make decisions and work in a busy environment
Outgoing, positive, and team-oriented personality
Excellent coaching and training ability and a proven track record of managing employees while providing excellent customer service
Customer service oriented
Strong problem-solving skills
Ability to appreciate and be sensitive to the feelings of others
Professional/Work Ethic
Excellent Oral communication skills
Must be available to work evenings, weekends, and holidays
Must be able to stand and walk for long periods

Responsibilities

Supervise all departmental staff members and assist with any job function when needed
Successfully oversee the daily operating plan, including management of first aid and lost and found
Create a fun, positive, inclusive team environment for all staff members
Monitor departmental standards with a focus on delivering a World Class Visitor Experience
Manage and evaluate staff performance
Responsible for staffing; including recruiting, interviewing, hiring, and training
Assist with customer service training and reward and recognition programs for all front line staff
Assign and adjust staff members on the daily schedule to cover the museum based upon the days business pressures
Establish a significant presence on the floor to ensure all areas are operating successfully and that the staff members are having fun
Ensure the security of all revenue collected through the ticketing area by observing established theft deterrence measures
Execute the daily box office cash out including verifying all vouchers and coupons
Responsible for safe reconciliation and ordering operating funds as needed