Guest Services Manager

Audubon Nature Institute • New Orleans, LA

382d

About The Position

The Manager of Downtown Guest Services Operations is responsible for overseeing the daily operations of the Guest Services department at the Audubon Aquarium. This role focuses on coaching and managing staff to ensure high levels of guest satisfaction and service quality. The manager collaborates with the Guest Service Director to meet strategic objectives and create a friendly atmosphere that promotes superior guest service. Key responsibilities include staff training, performance evaluation, and implementing guest service strategies based on feedback and analytics.

Requirements

• Minimum five years managerial experience.
• Excellent customer service skills.
• Strong coaching, development, and team building skills.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Excellent verbal and written communication skills.
• Ability to resolve conflicts appropriately.
• Demonstrated experience with guest service problem solving.
• Strong time management and organizational skills.
• Excellent leadership skills.
• Working knowledge of computer systems and software applications (MS Word, Excel, MS Outlook).
• Driver's license required.

Nice To Haves

• Retail and/or accounting experience.
• Experience in managing departmental budgets.
• Knowledge of 35/70mm format film and/or digital projectors.
• Theatre management experience.
• Affinity for animals.

Responsibilities

• Manage day-to-day operations of the Guest Services department.
• Coach and manage Guest Services staff and supervisors.
• Ensure guest satisfaction and service quality standards are met.
• Respond to guest needs and recommend action plans for service failures.
• Train new hires on guest service commitments and standards.
• Empower employees to deliver excellent guest service.
• Evaluate guest services employees, including supervisors.
• Assist in achieving strategic planning goals with the Director.
• Prepare monthly staff schedules and assist supervisors with scheduling.
• Manage human resources functions including recruiting and performance evaluation.
• Maintain a positive work environment and address employee concerns.
• Monitor and maintain acceptable turnover levels.
• Report facility attendance and revenues to the Director of Guest Services.
• Ensure compliance with financial control procedures and manage payroll.

Benefits

• Health insurance coverage
• Paid holidays
• Flexible scheduling
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Museums, Historical Sites, and Similar Institutions
• Education Level: High school or GED