Manager, Guest Experience Operations

Art and Wellness Enterprises•Bentonville, AR

7d•Onsite

About The Position

The mission of Crystal Bridges Museum of American Art is to welcome all to celebrate the American spirit in a setting that unites the power of art with the beauty of nature. Founded by philanthropist and arts patron Alice Walton, Crystal Bridges is a public non-profit charitable organization. Job Description: Position Title: Manager, Guest Experience Operations Position Type: Full time FLSA Classification: Exempt Division: Operations Department: Guest Experience Operations Reports to: Associate Director, Guest Experience Operations Date Reviewed: November 19, 2024 About Crystal Bridges & The Momentary: Crystal Bridges is a museum of American art located in Bentonville, Arkansas. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded by Alice Walton in 2005, the museum opened in 2011 and is a public, non-profit charitable organization with free admission. The Momentary is a new contemporary art space that opened to the public on February 22, 2020, in downtown Bentonville, Arkansas. A satellite to Crystal Bridges, the Momentary presents visual, performing, and culinary arts. The mission of the Momentary is to champion contemporary art’s role in everyday life and explore the unfolding story of contemporary American arts in an international context by actively commissioning and exhibiting outstanding works that explore new ideas and inspire action. Position Summary: The Manager, Guest Experience Operations actively leads a front-line team of hospitality professionals who create a welcoming, professional, and world-class guest service environment. The Manager is responsible for the successful daily operations, guest experience, and safety of all people and art at Crystal Bridges and The Momentary, and our call center. This manager will also be responsible for maintaining department budgets and income statements. The Manager is expected to develop and manage teams including assistant managers, supervisors, and associates that are inspired to create experiences for our guests that foster new ideas, expand dreams, and inspired actions through excellent guest care and safety. Each day this role will provide guest experience training, mentoring and supervision of the Guest Experience Operations team in a manner that advances and enhances an experience of excellence which is both welcoming, and invigorating. The Manager will collaborate with leaders across the Guest Experience Operations department, as well as leaders across both institutions as needed, to continue to provide a safe environment as well as expand and improve the overall guest experience. The Guest Experience Operations team should have a singular expectation of developing a multifaceted team that will create a safe, helpful, and deeply positive influence on our guests every day.

Requirements

Associate or bachelor's degree from an accredited college or university preferred.
Ability to understand and maintain the highest levels of confidentiality.
Strong written and verbal communication skills.
Excellent attendance and punctuality.
Strong organizational and analytical skills.
Success in a fast-paced environment with strong attention to accuracy and detail.
Develop strong and trusting relationships within the department.
Team player maintaining positive relations across departments.
Ability to work in fast paced environment.
Recognizes customer service concerns and addresses them professionally.
Works evenings and weekends when required
Minimum five years of experience in customer service or related industry preferred.
Experience managing staff and point of sale systems preferred.
Demonstrated computer proficiency.
Valid AR Driver’s License

Responsibilities

Lead & be the culture champion of two spaces one institution.
Develop a Guest Experience Operations team at Crystal Bridges and the Momentary that will foster the highest level of guest care.
Regularly meet with the department director, associate director, and operations management team to create a unified Guest Experience Operations team across Crystal Bridges and The Momentary.
Partner with the institution leadership to strategically create event pricing, manifest creation, and sales forecasts.
Oversee event ticket inventory, placement of ticket holds, and issuance of any complimentary tickets.
Strive to work across departments at Crystal Bridges and the Momentary to ensure consistent communication, develop an understanding of how each department operates, and create opportunities for growth and development for all supervised staff.
Oversee all responsibilities of the Guest Experience Operations team, including the call center, concierge desk, gallery spaces, control room, and team posts during daily operations and events to assure the safety and experience for all guests.
Recruit, interview, hire, and manage a team of 50+ regular Guest Experience Operations staff, including associates, supervisors, and managers.
Provide ongoing coaching and formal evaluations for all department staff.
Understand fire, safety, and egress requirements, and inspect event setups for safety and compliance with city code and approved layouts. Take steps to correct anything not in compliance.
Coordinate all departmental communication, including daily briefings, policies and procedures training, and exhibition and program updates for all department staff.
Manage long-range planning for and execution of guest experience responsibilities for Crystal Bridges and the Momentary including interior and exterior temporary exhibitions, staffed permanent installations, lectures and public programs, special events, venue events, concerts and parties, culinary activities, and education programs. Work with Momentary performing arts team on venue events to staff accordingly.
Ensure all staffing levels are balanced to provide sufficient coverage for all departmental commitments while reducing redundancies in coverage.
Collaborate with the Volunteer Services office in the ongoing recruitment of volunteers for placements in Guest Experience Operations.
Research and resolve all customer service issues quickly and in a manner that enhances the reputation of Crystal Bridges & the Momentary.
Work alongside AWE Security to maintain daily safety standards and ensure proper coverage based on daily operational needs.
Become proficient with all appropriate software technologies including Tessitura POS, Shiftboard scheduling, Cisco Call Center management, Workday, EMS, Asana, along with all processes and procedures for opening and closing guest service and box office space.
Manage all financial aspects of department, including, but not limited to budget planning, budget forecasting/projections, revenue and expenditure tracking.
Partner with the Membership department to create and attain acquisition goals and to create strategies on increasing museum memberships.
Keep all department staff aware of institution-wide changes to Crystal Bridges and Momentary facilities and grounds and any changes to institution practices and procedures that affect operations and the guest experience.
Motivate and lead by example in setting the appropriate customer service tone for all staff.
Attend all necessary staff meetings, communicate concerns and solutions to problems.
Complete all other duties and special projects as assigned within the scope of responsibility and skills required for the job.