Guest Services Associate Manager bei The Tech Interactive

Guest Services Associate Manager 

The Guest Services Associate Manager plays a key role in ensuring exceptional customer service and the smooth day-to-day operation of The Tech Interactive. This position oversees Admissions, The Tech Store, Membership, Group Reservations, IMAX Theater operations, and VS Volunteers. The focus of the role is to strengthen the connection between Operations Leadership and front-line supervisors by implementing policies, enhancing operational effectiveness, and ensuring a high-quality guest experience.

The Associate Manager will work closely with the management team to deliver outstanding services, support training and development, and foster a positive work environment. This role reports to the Associate Director of Operations. This is a full-time, non-exempt position.

Flexible scheduling required: must be available for at least one weekend shift per week and evenings as needed.

Initial Review Date: 10/30

Applicants submitted after the initial review date are not guaranteed to be reviewed.

Responsibilities

• Lead scheduling, training, and coaching of Guest Services staff with a focus on Supervisor development and service standards.
• Serve as the primary point of contact for escalated guest issues, ensuring timely and professional resolution.
• Oversee IMAX operations and ensure accurate film scheduling, reporting, and publishing through Veezi and related platforms.
• Manage POS system content as a Super User to support Admissions and Group Reservations operations.
• Collaborate with Operations and Marketing to support guest-facing programs, events, and special initiatives.
• Track team performance metrics, generate operational reports, and identify opportunities for process improvement
• Monitor budgets, approve timecards, and ensure accurate documentation of records and incident reports.
• Complete other duties as assigned by the Associate Director of Operations or the Executive team

Requirements and skills

• Education: Bachelor’s degree in Business, Hospitality, Communications, or a related field; equivalent experience may be considered in lieu of degree.
• 3+ years of experience in retail sales and customer service; supervisory or lead experience preferred.
• Ability to work in a public-facing setting with high guest interaction and adapt communication and problem-solving styles to a diverse internal and external audience.
• Proven ability to work effectively in a team environment, problem-solve, set and meet goals, and manage projects to completion with minimal supervision.
• Excellent oral and written communication skills.
• Computer literate (Microsoft Windows, Microsoft Office, Google Suite, internet).
• Experience with POS and cash-handling systems preferred; familiarity with CRM Ticketure strongly desired.

Working Conditions and Schedule

• On-site position; must be available for at least one weekend shift per week and evenings as needed.
• Extended periods of standing and walking are required; guest interaction is an essential part of this role
• Work is performed in both indoor and outdoor environments.
• Must be able to move objects up to 35 lbs. regularly.

Inclusion, Diversity, Equity, and Accessibility (IDEA) at The Tech

Our success is dependent on building teams that include people from different backgrounds and experiences who challenge each other’s assumptions with fresh perspectives. To that end, we look for a diverse pool of applicants including but not limited to those from historically marginalized groups — women, people with disabilities, people of color, people who are lesbian, gay, bisexual, transgender, and/or nonconforming, veterans, and people from different socioeconomic backgrounds.

The Tech will provide an equal opportunity in recruitment and employment to all individuals and will not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, military or veteran status, marital status, domestic partner status, sexual orientation, genetic information, or any other basis protected by applicable law. Any applicant with a disability may contact The Tech Interactive to arrange for accommodations. Please contact the Tech at [email protected] or call (408) 795-6248.

Initial Review Date: 10/30

Applicants submitted after the initial review date are not guaranteed to be reviewed.