Guest Experience Manager at The Franklin Institute
The Franklin Institute · Philadelphia, United States Of America · Onsite
- Professional
- Office in Philadelphia
Position Title: Guest Experience Manager | FLSA Classification: Exempt |
Reports to Title: Guest Experience Director | Department: Business Operations |
Position Type: Full Time, 37.5 hrs./week | Created By: Chris Rizzo |
| E-8 |
Summary/Objective
The Guest Experience Manager will supervise and execute all aspects of the museum floor operations with a primary focus on the ticketing and guest services functions. This customer-focused position must ensure that all of the areas perform successfully, meeting the operational, professional, and customer standards of the museum to deliver a world-class visitor experience.
Essential Functions -- Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions
- Supervise all departmental staff members and assist with any job function when needed
- Successfully oversee the daily operating plan, including management of first aid and lost and found
- Create a fun, positive, inclusive team environment for all staff members
- Monitor departmental standards with a focus on delivering a World Class Visitor Experience
- Manage and evaluate staff performance
- Responsible for staffing; including recruiting, interviewing, hiring, and training
- Assist with customer service training and reward and recognition programs for all front line staff
- Assign and adjust staff members on the daily schedule to cover the museum based upon the days business pressures
- Establish a significant presence on the floor to ensure all areas are operating successfully and that the staff members are having fun
- Ensure the security of all revenue collected through the ticketing area by observing established theft deterrence measures
- Execute the daily box office cash out including verifying all vouchers and coupons
- Responsible for safe reconciliation and ordering operating funds as needed
Additional eligibility requirements – Include work hours, schedule, and physical requirements
- The work schedule is subject to change at any time based upon business needs and attendance
- Must be available to work evenings, weekends, and holidays
- Must be able to stand and walk for long periods
Required/Preferred Education and Experience
- A Bachelor's degree is preferred or a minimum of 3 to 5 years of experience managing staff in a sales and customer service setting are required
- Proven success operating within a high volume ticketed venue or visitor facing organization
- Experience coaching, motivating, and monitoring staff members in a fun, energetic environment
Required Competencies – Knowledge and behaviors needed to be successful in a job.
- Ability to handle multiple tasks, make decisions and work in a busy environment
- Outgoing, positive, and team-oriented personality
- Excellent coaching and training ability and a proven track record of managing employees while providing excellent customer service
- Customer service oriented
- Strong problem-solving skills
- Ability to appreciate and be sensitive to the feelings of others
- Professional/Work Ethic
- Excellent Oral communication skills
Positions Dimensions -- Titles and number of people in each title reporting to this position
- All Floor Staff – the number will vary based on business needs. The min. 5 to 10, max. 50 to 70
Other Duties
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
