Hybrid Guest Services Manager bei Wings Over The Rockies Air & Space Museum
Wings Over The Rockies Air & Space Museum · Denver, Vereinigte Staaten Von Amerika · Hybrid
- Junior
- Optionales Büro in Denver
Description
Department: Guest Services
Reports To: Director of Guest Services
Locations: Air & Space Museum - 7711 E Academy Blvd, Denver CO, 80230 (primary)
Exploration of Flight - 13005 Wings Way, Englewood CO, 80112
Status & Classification: Regular | Full-Time | Exempt
Salary Range: $56,700-$62,370
Apply By: September 12th, 2025
Work Schedule: Tuesday - Saturday |Typical Hours: 8:45am - 5:15pm
Position Summary
Organization
Benefits
- Employer-paid Medical, Dental, Vision, Basic Life/AD&D coverage
- $600 annual Health Savings Account (HSA) employer contribution for eligible medical plans
- Voluntary LTD, STD, Life/AD&D, Accident, Critical Illness, and Legal/ID protection plans available
- Optional Flexible Spending (FSA) and Dependent Care (DCA) accounts
- 2 weeks of paid vacation per year
- Paid personal time (1 week/year), and sick leave
- 403(b) group retirement plan participation with employer match
- Potential for annual bonuses, merit pay increases, professional development, and career advancements.
- Wings Museum membership, 25% gift shop discount, and other employee perks
Requirements
Essential Duties & Responsibilities
Please note: This list is not all inclusive but intended to be a general outline of the essential duties for this
position
Operations Management
- Lead daily ticketing and admission operations across both Wings locations.
- Analyze and report on sales and admission data to identify trends and drive revenue.
- Set and implement best practices to achieve department sales goals.
- Oversee proper cash handling, deposits and proper etiquette for cash handling.
- Maintain accurate weekly deposits and monitor cash bags.
- Serve as Manager on Duty (MOD) as scheduled.
Staff Supervision & Development
- Create and manage team schedules to ensure proper coverage.
- Assist with recruiting, hiring, and onboarding new Guest Services Associates.
- Train and mentor team in guest service standards, ticketing procedures, and simulator operation.
- Conduct monthly and quarterly check-ins with team members.
- Collaborate with the Director to plan and implement ongoing training programs.
- Manage employee motivation and incentive initiatives.
Guest Relations & Communication
- Oversee communication with the general public via phone and email at both locations.
- Ensure consistent guest service standards across all guest touchpoints.
- Assist with promotion and crowd control for programs and special events.
Location Consistency & Quality Control
Collaborate with the Director to ensure that both Wings locations meet the same operational and service in areas such as:
- Sales and ticketing
- Customer service
- Program promotion
- Policy adherence
- Event support and crowd management
- Cross-departmental teams
Requirements & Qualifications
- Minimum of 5 years of guest service experience in a guest-focused environment required
- At least 2 years of supervisory and/or management experience
- 4-year degree from college or university is preferred
- Knowledge of ticketing systems preferred
- Proficient with POS systems; prior working knowledge of Altru (Blackbaud) is preferred
- Demonstrates professional discretion, confidentiality, and respect for guest privacy
- Effective communication and interpersonal skills, especially as a mentor/supervisor
- Knowledge of guest service and sales best practices including service recovery, cash handling procedures, reconciling shifts/tills, deposit processing, and money safe process
- Ability to demonstrate leadership qualities, motivate staff & lead by example
- Proficiency in Microsoft Office Suite is preferred
Key Relationships
Reports to: Director of Guest Services
Works closely with:
Flight Simulators Coordinator
Public Programs Manager
Museum Store Manager
Guest Services Associates
Working Conditions
The Air & Space Museum operates in an 80-year-old aircraft hangar. Exploration of Flight is located at a
busy regional airport. Environmental conditions may vary.
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