Perot Museum of Nature and Science
Guest Services Manager
Perot Museum of Nature and Science, Dallas, Texas, United States, 75215
Job Details
Level : Experienced
Job Location : The Perot Museum of Nature and Science - Dallas, TX
Position Type : Full Time
Education Level : 4 Year Degree
Salary Range : Undisclosed
Job Shift : DaySummaryThe Guest Services Manager is an enthusiastic, outgoing, welcoming, creative, and highly motivated team member responsible for developing and implementing an exciting and inspiring experience for the Perot Museum of Nature and Science’s diverse audiences. As an experienced professional with extraordinary customer service skills, the Guest Services Manager will use positivity, tact, diplomacy, and energy to lead a team to enhance the overall museum experience for guests from start to finish.This is a full-time position within our Guest Services Team, and is a public-facing role that works closely with other managers, Guest Services Associates and the Senior Director of Operations and Events to operate the museum in a safe, efficient, and friendly manner, while modeling professionalism in speech, dress, and actions.Essential Duties & Responsibilities
Proactively interact and engage with guests to create memorable and uplifting experiences by providing outstanding welcome and orientation, innovative activities, relevant information, and exceptional hospitality.Serve as a leader and mentor within the Guest Services team. Hire, manage, and assess a team of Guest Services Associates and Lead Associates to maximize efficiency and the overall guest experience.Respond with tact and poise to elevated service-related situations that develop and make decisions and adjustments as needed for a positive resolution.Manage the daily operations of the Box Office, Theater, Field Trip Check In, Concierge, and Reception Desk, and be accountable for maintaining oversight of cash and safe procedures. Adhere to internal controls regarding all cash handling procedures and ensure all staff adheres to policies and procedures.Maintain expertise in the museum’s ticketing and constituent relationship management systems in order to build capacity, events, appropriate user interface, and other ticketing and program needs including generating and analyzing reports.Collaborate with Sales, Learning, Facilities, IT, Events, Security and other teams as needed to troubleshoot problems and address issues in a manner that accents guests’ needs and interests.Serve as a key point-of-contact for collection and dissemination of museum functions, events, programs, and updates as it pertains to the Guest Services team and the museum’s audiences.Assume the role of daily Team Lead as assigned (at least 2 day/week). The Team Lead actively manages the Guest Services department and acts as the point-of-contact for other departments to ensure a consistent and efficient museum operation. Additionally, should a situation arise, the Team Lead will manage the guest experience and remain the point of contact with the managers, senior director and the senior team.Lead special projects and assume other duties as assigned.Qualifications
• Bachelor of Science or Art degree in science, education, arts, museum studies, or related field• 2+ years of supervisory experience in a museum, nature center, zoo, or other high-volume cultural institution setting.• Excellent customer service and creative problem-solving skills.• Patience and positive attitude under pressure.• Ability to communicate clearly verbally and in writing in a friendly and positive manner.• Must be highly motivated, dependable, proactive, outgoing, energetic, flexible, and creative.• Effective time management, organizational, interpersonal skills and ability to interface with guests and coworkers at all levels.• Understanding of computers, Microsoft Office, and various data tracking and reporting programs.• Experience with Tessitura software preferred.• Ability to speak Spanish is preferred, but not required.• Hospitality-focused, flexible, and able to work in a team environment and public setting.• Must be available to work weekend hours regularly and evenings as needed. Responsible for working one full weekend per month, rotates Saturday/Sunday with other Guest Services Manager. Will have one weekend off per month.Essential Physical Requirements
The physical demands described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to:Remain calm and poised in assisting in all guest services related matters.Stand for up to 5 hours at a time.Use hands to touch, handle, or feel.Reach with hands and arms.Talk and hear.While performing the essential functions of this job, the employee is frequently required to:Walk.While performing the essential functions of this job, the employee must occasionally:Lift and/or move up to 20 pounds.Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Level : Experienced
Job Location : The Perot Museum of Nature and Science - Dallas, TX
Position Type : Full Time
Education Level : 4 Year Degree
Salary Range : Undisclosed
Job Shift : DaySummaryThe Guest Services Manager is an enthusiastic, outgoing, welcoming, creative, and highly motivated team member responsible for developing and implementing an exciting and inspiring experience for the Perot Museum of Nature and Science’s diverse audiences. As an experienced professional with extraordinary customer service skills, the Guest Services Manager will use positivity, tact, diplomacy, and energy to lead a team to enhance the overall museum experience for guests from start to finish.This is a full-time position within our Guest Services Team, and is a public-facing role that works closely with other managers, Guest Services Associates and the Senior Director of Operations and Events to operate the museum in a safe, efficient, and friendly manner, while modeling professionalism in speech, dress, and actions.Essential Duties & Responsibilities
Proactively interact and engage with guests to create memorable and uplifting experiences by providing outstanding welcome and orientation, innovative activities, relevant information, and exceptional hospitality.Serve as a leader and mentor within the Guest Services team. Hire, manage, and assess a team of Guest Services Associates and Lead Associates to maximize efficiency and the overall guest experience.Respond with tact and poise to elevated service-related situations that develop and make decisions and adjustments as needed for a positive resolution.Manage the daily operations of the Box Office, Theater, Field Trip Check In, Concierge, and Reception Desk, and be accountable for maintaining oversight of cash and safe procedures. Adhere to internal controls regarding all cash handling procedures and ensure all staff adheres to policies and procedures.Maintain expertise in the museum’s ticketing and constituent relationship management systems in order to build capacity, events, appropriate user interface, and other ticketing and program needs including generating and analyzing reports.Collaborate with Sales, Learning, Facilities, IT, Events, Security and other teams as needed to troubleshoot problems and address issues in a manner that accents guests’ needs and interests.Serve as a key point-of-contact for collection and dissemination of museum functions, events, programs, and updates as it pertains to the Guest Services team and the museum’s audiences.Assume the role of daily Team Lead as assigned (at least 2 day/week). The Team Lead actively manages the Guest Services department and acts as the point-of-contact for other departments to ensure a consistent and efficient museum operation. Additionally, should a situation arise, the Team Lead will manage the guest experience and remain the point of contact with the managers, senior director and the senior team.Lead special projects and assume other duties as assigned.Qualifications
• Bachelor of Science or Art degree in science, education, arts, museum studies, or related field• 2+ years of supervisory experience in a museum, nature center, zoo, or other high-volume cultural institution setting.• Excellent customer service and creative problem-solving skills.• Patience and positive attitude under pressure.• Ability to communicate clearly verbally and in writing in a friendly and positive manner.• Must be highly motivated, dependable, proactive, outgoing, energetic, flexible, and creative.• Effective time management, organizational, interpersonal skills and ability to interface with guests and coworkers at all levels.• Understanding of computers, Microsoft Office, and various data tracking and reporting programs.• Experience with Tessitura software preferred.• Ability to speak Spanish is preferred, but not required.• Hospitality-focused, flexible, and able to work in a team environment and public setting.• Must be available to work weekend hours regularly and evenings as needed. Responsible for working one full weekend per month, rotates Saturday/Sunday with other Guest Services Manager. Will have one weekend off per month.Essential Physical Requirements
The physical demands described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to:Remain calm and poised in assisting in all guest services related matters.Stand for up to 5 hours at a time.Use hands to touch, handle, or feel.Reach with hands and arms.Talk and hear.While performing the essential functions of this job, the employee is frequently required to:Walk.While performing the essential functions of this job, the employee must occasionally:Lift and/or move up to 20 pounds.Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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