SUMMARY

　　We are seeking an experienced and outstanding Assistant Manager for our Visitor Services (Frontline) Department. If you are ready to join a team of passionate curiosity-driven individuals and make a difference, the Exploratorium wants to talk to you!

　　The Visitor Services Assistant Manager is a multi-department position responsible for supervising daily operations of ticketing, retail and membership. The position is responsible for staff supervision and morale, fiscal responsibilities and sales growth. The ideal candidate will have the ability to work collaboratively with multiple departments, possess exceptional leadership abilities and customer service skills, technical aptitude with point of sale systems, excellent organizational, analytical, marketing and public relations talents. The ideal candidate will also demonstrate a proven ability to analyze and solve problems, establish and meet goals, set priorities, handle diverse responsibilities and deadlines, and manage an eclectic, energetic staff.

　　ESSENTIAL FUNCTIONS

　　Staff Supervision:

　　Participate in the interviewing and hiring process for guest service associates to ensure excellence in the operation of the Museum’s retail and visitor operations and to promote and achieve a consistently high level of customer satisfaction

　　Develop and maintain a team-oriented environment. Maintain effective lines of communication between staff and management

　　Coordinate with Visitor Services management team and other museum departments to ensure timely communication of essential information to staff

　　Supervise daily operations of the Visitor Services department; plan for adequate supervisory coverage when primary management staff is unavailable

　　Assist in defining and overseeing policies, work assignments, daily meetings, and motivation to meet/exceed department standards

　　Create department work and break schedules; assist in approving time sheets as needed

　　Assist in organizing and leading ongoing training for Visitor Services staff

　　Assist with staff performance evaluations; monitor performance and development and provide timely feedback;  maintain confidentiality where appropriate; progressive discipline as needed

　　Model appropriate behavioral standards for staff; set pace for work quality and productivity

　　Coordinate the use of volunteers to bolster guest service efforts as needed

　　Fiscal Responsibilities and Sales Growth:

　　Meet or exceed net income targets in a manner consistent with the mission and character of the Exploratorium

　　Maintain equipment and systems in close coordination with the Information Technology department

　　Assist in the coordination of reporting data to museum staff

　　Complete fiscal day/month/year accounting and reporting procedures with a high level of accuracy; produce custom reports as needed

　　Work within established budget assisting with fiscal cash deposits, audits, reconciliation, and inventory control

　　Assist with accurate and timely completion of scheduled inventories and database maintenance

　　Customer Service/Sales:

　　Ensure that consideration of the visitor experience is at the forefront of all policies and operations

　　Meet or exceed service metric targets

　　Build sales using various techniques (add-ons, substitutions, active listening, product demonstration etc.) and sincere approaches which demonstrate an analysis of the guests’ needs

　　Use initiative & enthusiasm on the floor, engage customers in friendly & helpful interactions

　　Handle guest concerns with professionalism- demonstrate exceptional conflict management and resolution skills

　　Respond to and resolve guest issues; report areas of ongoing concern to appropriate parties

　　Model and maintain positive interactions with customers-demonstrating a positive “say yes” attitude

　　Train Visitor Services staff on upcoming promotions, museum programs and events. Ensure successful execution, both with the staff and within systems

　　Maintain appearance and functionality of guest queues, ticketing areas, retail stores, guest amenities, and related spaces with a focus on guest and staff safety at all times.

　　Work cooperatively with other museum departments to ensure an integrated guest experience

　　Perform other duties and assignments as needed

　　MINIMUM QUALIFICATIONS

　　BA/BS degree or a minimum of 5 years of experience preferably in the hospitality/retail industry or an attendance-based environment

　　Minimum 2 years supervisory experience required

　　Must be available to work shifts that include weekend, evening and holiday hours

　　Must be available to work on site at the Exploratorium

　　Diplomatic and decisive leader with excellent organizational and time management skills

　　Demonstrated experience in front line customer relations and complaint resolution

　　Excellent organizational, interpersonal and communication skills

　　Previous experience with Siriusware or other ticketing system preferred

　　Demonstrated customer service experience and previous cash handling experience required

　　English proficiency required; bilingual skills an asset (Spanish or Cantonese a plus)

　　Be or be willing to become First Aid/CPR certified and maintain certification

　　Able to move from place to place which may include standing and/or walking for extended periods of time; lift and carry up to 75 pounds short distances

　　APPLICATION DEADLINE

　　This position is open until filled

　　HOW TO APPLY

　　This is a   fixed-term (1 year) , full-time (37.5 hours per week), non-exempt, non-union position that includes benefits. The salary range for this role is $62,000 to $67,000 DOE. Please, no phone calls in regards to this job. To apply, please visit the Exploratorium job page.

　　Condition of Employment: Willingness and ability to provide proof of completed COVID-19 vaccination will be required. All medical or sincerely held religious belief exemptions regarding vaccination status will be considered.

　　The Exploratorium is proud to be an equal opportunity employer and values diversity, inclusion and respect .  We welcome and strongly encourage applicants from all backgrounds. All qualified applicants will receive consideration for employment.

　　Exploratorium

　　Piers 15/17, San Francisco, CA 94111

　　Website: https://www.exploratorium.edu/about/jobs. No phone calls, please

　　The Exploratorium is committed to a diverse workforce.

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