Operations Specialist - Recruiting & Hiring

PacSci•Seattle, WA

6d•Hybrid

About The Position

This role is one of two Operations Specialists that works in close partnership with the Guest Services Operations Manager, making up the Guest Services Operations Team. The Guest Services Operations Team develops, implements, and improves policies and procedures for the Guest Service on-site operations, as well as directly handling administrative tasks. This includes exhibit admissions, daytime and evening theater operations, concessions, inventory management and ordering, workforce management, and cash management. The team evaluates the effectiveness and success of training materials, standard operating procedures, and the guest experience at PacSci to refine their deliverables to meet operational needs. They support Guest Services department goals by prioritizing the guest experience in every facet of their work while helping to run a smart and sustainable business. Both Operations Specialists own specific areas of responsibility that come and go seasonally. This Specialist leads Guest Services Host recruitment and hiring, while the other Specialist leads Guest Services Host onboarding and retraining. Both Specialists support each other in these areas of responsibility at times, particularly when one or the other is out on PTO. Both Specialists share regular operations tasks that occur on a consistent schedule, allowing the task load to shift between them and accommodate projects as needed. The Operations Manager oversees strategic policy design and governance, work force management strategy, audits of cash operations, leads major team projects, and manages the distribution of shared tasks between both Operations Specialists.

Requirements

Personal bias awareness and desire to be an anti-racist leader
Knowledgeable about guest experience best practices
Ability to provide support and guidance to frontline staff
Experience with interviewing and hiring for entry-level positions
Awareness of safety, security and emergency responses
Demonstrated ability to effectively oversee daily building operations
Skilled customer service provider with guest conflict resolution
Ability to identify, set, and maintain professional boundaries with colleagues
De-escalation skills
Demonstrated ability to positively influence multiple staff
Written and oral communications are clear and effective with all audiences.
Keen attention to visual, audio and written details
Knowledge and proficiency with Microsoft Suite applications
Remains calm and assist during medical, safety, security, and evacuation situations
Exercises sound judgment and flexibility should difficult situations arise
Focuses on providing high-level staff oversight and customer service
Remains positive and uplifting throughout interactions with both staff and guests
Ability to prioritize and multi-task
Be knowledgeable on MAST and 21+ laws, policies, and procedures.
High School Diploma or GED equivalent.
Previous supervisory experience in a customer service/operations role.
Previous experience recruiting and hiring customer service roles.

Nice To Haves

Intermediate to advanced understanding of inventory management, including ordering and budgets, with demonstrated experience in a previous role.
Previous cash room management experience.
Previous supervisory experience in theaters, hospitality and/or tourism fields.
Previous experience using the Tessitura point-of-sale system.
Current first aid and CPR training and certifications.

Responsibilities

Oversees the recruitment process for new Guest Services Hosts, working in partnership with Guest Services Supervisors to determine hiring needs on an ongoing basis.
Sources candidates and develops a robust talent pipeline for the GS team - proactively identifying, engaging, and nurturing relationships with potential candidates for future roles
Ensures all hiring practices within the Guest Services Department are fair, inclusive, culturally competent, and equitable.
Works in partnership with Guest Services Supervisors to review and edit Guest Services Host job descriptions, interview questions, interview materials, and interview structure as needed
Screens applicants by reading applications and selecting first round candidates.
Tracks the interview process for applicants, ensuring timely movement through the process.
Acts as the primary point of contact for applicants, inviting them to interviews, communicating with them as they advance through the process, and following up with interview results.
Schedules and conducts interviews, working in partnership with the Guest Services Supervisors, who hold the final decision on hiring Guest Services Hosts.
Clearly outlines the expectations of the job to applicants during the interview process, ensuring applicants understand the position as best as possible.
Ensures timely onboarding of selected candidates, tracking their process as they go through the offer letter and background checking process.
Works with the People & Culture team to ensure all necessary tasks prior to the new hire’s first day are completed, including clearing background checks and reference checks, communicating first week schedule, submitting internal new hire onboarding forms, and communicating first day details to the new hire.
Reviews the recruitment screening process regularly to ensure our recruiting practices lead to hiring hosts that deliver excellent customer service with a drive to support PacSci’s mission.
Oversee the onsite inventory process and place regular product orders for our concession locations.
Work closely alongside the Operations Manager and the accounting team to submit monthly inventory counts in a timely fashion to meet important financial deadlines.
Maintain inventory workbooks, reconciling any discrepancies, and submit to the Guest Services Operations Manager for review.
Work with department supervisors to refine the process and procedures that impact inventory reporting and product par levels at all concessions areas.
Work closely alongside the finance team to ensure proper security and record-keeping practices are followed in accordance with our Guiding Principle of running a smart and sustainable business.
Complete regular cash room operations tasks, including preparing deposits and coordinating with our offsite cash handling vendors to ensure timely pick-ups of deposits and drop-offs of change orders.
Have a deep understanding of customer service practices and principles to inform all facets of the role.
Develops a strong competency with Tessitura ticketing software, supporting Guest Services Hosts with troubleshooting technical challenges.
Provide a positive, well-informed experience for Pacific Science Center patrons onsite and virtually through direct customer service.
Confidently and adeptly handle escalated guest issues and resolve to satisfaction of both guest(s) and PacSci.
Support the PacSci guest experience at times of high volume, both on the exhibit floor and in the theaters.
Assist with onsite staff support as needed, including assisting with radio calls, guest escalations, handling product shipments, etc.
Assist with department administrative tasks, such as staff scheduling and development of policies and standard operating procedures.
Supports the Operations Specialist – Onboarding & Training by reviewing new and existing procedures and training, filling in on critical tasks such as onboarding and tracking training when the Operation Specialist – Onboarding & Training is unavailable, and partnering on projects.
Takes on special projects as assigned, supporting the continued improvement of the Guest Services operations at PacSci.
Other Duties as Assigned.