Operations Lead, Visitor Services – Santa Clara, CA

　　Employment Type: Full Time

　　Date Posted: 12/29/2023

　　Location: Santa Clara, CA

　　Job Number: JO-2312-2327

　　Pay Range: $80000.00 - $90000.00 per Year

　　Primary Function

　　Outgoing and organized team lead, overseeing operational procedures, and setting the standard for a superior level of hospitality and professionalism in an educational museum setting. This includes scheduling and mentoring associates, managing visitor groups, supervising access to facilities, promptly addressing attendee concerns, and proactively directing the seamless flow of events and activities within the facility.

　　PAY TRANSPARENCY

　　Range: $80k - $90k/annual

　　Duties & Responsibilities

　　Serve as first person in the morning to open doors, first point of contact for phone inquiries and email replies, and visible lead within the museum

　　Receive and implement direction from corporate sponsors, create reporting to track museum statistics, results, team achievements and contribution to museum goals

　　Lead tours and facilitate programs for visitors of all ages, scheduled and walk-in tours based on scripted content, focusing on enhancing visitors’ tech knowledge

　　Greet and interact with visitors on the museum floor, be creative and flexible in interacting and communicating with coworkers, attendees, and clients, providing excellent customer service

　　Supervise team of associates, creating weekly schedule, hiring/replacing roles as needed, coaching for best performance, and building a welcoming and professional team culture

　　Manage communications, including weekly schedule of incoming visitors, tour groups, special events, weekly scheduling of associates to appropriate levels, phone tree and open/closure information, website instructions, and related public and internal comms

　　Coordinate the ordering of supplies, management of inventory, and related daily procedures

　　Assist with inquiries related to museum services, hours of operation, personnel, events, logistics, directions, and other related matters

　　Handle all interactions with visitors with the utmost hospitality and professionalism, ensuring a positive experience for all guests

　　Be aware of inclusive customs, greetings, and needs of visitors from countries around the world, and visitors with special needs

　　Resolve attendee complaints promptly and effectively; escalate safety concerns to the appropriate parties

　　Manage and provide authorized access to buildings and units for staff, attendees, and visitors

　　Conduct regular walkthroughs of the space, maintaining awareness of ongoing meetings and events, and being proactive in addressing any concerns

　　Other duties as assigned

　　Skills & Qualifications

　　PHYSICAL DEMANDS

　　The role may require extended periods of standing and walking within the conference center facility

　　Ability to lift and carry items weighing less than 35 pounds such as bags, boxes, equipment, or event materials

　　Comfortable using stairs and accessing various parts of the facility

　　Education & Experience

　　Associates or Bachelor’s degree preferred, but experience considered in lieu of degree

　　Certification in hospitality, conference center operations, or a related field is a plus

　　7+ years’ experience in a conference center, retail, or museum guest services or hospitality role

　　5+ years supervisory experience with direct full-time reports; experience hiring, coaching, handling HR issues, and providing clear direction for associates’ success

　　Exceptional customer service skills, with a focus on visitor engagement and attention to detail

　　Proficient in MS Office and related software tools for access control, guest management, inventory

　　Ability to multitask and handle various responsibilities in a fast-paced environment

　　To Apply

　　Use the link at the bottom of this page to apply. Make sure you are using the latest version of your browser.

　　Diversity Inclusion & Customer Service Statement

　　TeamPeople is an organization dedicated to providing superior customer service. Outstanding customer service encompasses everything from performing the technical, creative and operational aspects of our jobs to the best of our ability, to going the extra mile to assist our customers and colleagues in any way.

　　We respect, value and celebrate the unique attributes, characteristics and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to collectively and more effectively address the issues that face our customers. It is our aim, therefore, that our partners, strategies and investments reflect these core values. TeamPeople is dedicated to providing superior customer service and is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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