Manager of Guest Services

Dallas Museum of Art•Dallas, TX

12d•Onsite

About The Position

Under the direction of the Director of Earned Revenue, the Manager of Guest Services oversees the on-site sales, customer service, relationship management, and ticketing database maintenance support for the Museum. The primary focus of the position is to generate revenues from DMA Members and visitors in-person; provide all Guests with exceptional customer service by addressing and resolving complaints and inquiries; and assist in the delivery of high-quality Guest experiences that drive Museum engagement and visitation. This position will be required to work flexible hours during some evenings, and most weekends to oversee staff.

Requirements

Minimum 2 years managing customer service team required
Ability to work flexible hours including evenings and weekends
Excellent written and verbal communication skills
Strong organizational skills
Ability to multi-task in high stress situations
Ability to be flexible and adaptable, and have a good sense of judgement during ambiguous situations
Strong attention to detail
Warm, professional, outgoing attitude when dealing with the public
Calm and patient demeanor when handling difficult interactions
Ability to frequently stand or walk for periods of up to 4 hours
Working knowledge to create Surveys in Microsoft/Google
Manage gift certificates/in-kind donation requests
Represent Guest Services, when required, in staff meetings
Represent Guest Services, when needed, at Experience Committee meetings
Review Guest Services content in externally facing documents
Matrix building in ETIX
Working knowledge of ticket building/bundle making
Minimum 3 years managing/supervising customer service team/s required
Minimum 2 years of event ticketing database experience required
Ability to use Microsoft Office Suite, including Excel is required

Nice To Haves

Spanish language ability preferred
Raiser’s Edge database and ETIX ticketing system experience preferred
Report building and extraction in ETIX

Responsibilities

The Guest Services Manager maintains working knowledge in ETIX, Blackbaud NXT, and other POS systems guiding the team members to ensure proper systems of use and data integrity.
This position oversees ticketing strategy for all public ticketed events, including discount codes, and generating system reports.
Serves as a communication liaison between Guest Services and other departments, sharing feedback, operational updates, and visitor concerns.
Responsible for coordinating with the School Programs department to facilitate group visits, including both self-guided and docent-led tours.
Works collaboratively with multidepartment's to support the development of museum events.
Collaborating with other leadership teams, the Guest Services Manager supports integrated visitors experience for guests and staff.
Assistance on the floor — resolving issues, engaging with guests, and supporting the team.
This position is responsible for hiring new staff, providing ongoing training, supervising, and supporting Guest Services staff, ensuring consistent understanding of policies, procedures, and museum activities.
The Manager leads the development of Visitor Services policies and procedures, coordinating with other DMA departments to create inter-departmental policies as needed.
This includes training and strategy to meet onsite membership sales goals, and coordination on daily museum operations.
Oversee the day-to-day operations of Guest Services team
Provide exceptional customer service to existing and prospective Members and on-site through face-to-face interactions, as well as occasional phone and email interactions
Support membership revenue goals by soliciting Museum guests or former Members for membership, and servicing existing Members for upgrades and renewals
Support museum ticket sales by assisting Guests and soliciting Guests for Membership conversions
Act as initial point of escalation for Member/Guest problem resolution and use judgement to offer approved incentives when appropriate
Document questions, concerns, and requests of members and prospective members for follow-up
Assist Director of Earned Revenue with guest services data collection and analysis; and short and long-term planning and strategy
Complete opening and closing procedures including completing reports, updating database, updating phone log, and preparing onsite technology for daily use
Ensure Guest Services team has the most current information about events and the DMA (promotional scripts, membership scripts, etc.)
Accurately complete daily transaction top sheets and ensures correct details are captured, as well as box office reconciliation and reporting
Maintain onsite presence during the Museum’s hours of operation and work Member related events
Assist in the development of customer service standards, protocols, and procedures to support consistently great Guest experience
Provide leadership and assist with training of team members
Work closely with the Operations and the GA/Security team to ensure smooth operations for Guest experience
Oversee specific shared administrative responsibilities as identified by the Director of Earned Revenue to ensure team tasks are completed as required
Proactively seek to connect Members and Guests with participatory opportunities within the museum
Other guest services duties as assigned