Guest Relations and Operations Director

Guest Relations and Operations Director

(2025-1-23)

SUPERVISOR: Executive Director

MAIN FUNCTION

Responsible for ensuring positive and memorable experiences for all Eugene Science Center guests by managing all aspects of daily science center operations including admissions, retail operations, and customer service. Serves as department head for the Guest Relations and Operations team and is a key participant in cross-departmental collaboration.

DUTIES AND RESPONSIBILITIES

Department Leadership (30%)

Serves as manager and leader of the Eugene Science Center’s Guest Relations and Operations department, with supervisory responsibility for the department’s work and staff. Responsibilities include hiring, training, scheduling, evaluating performance, and ensuring appropriate professional development of the team.

Supports individual and group dynamics with effective communication, decision-making, and conflict resolution strategies.

Oversees department budget, and ensures collection and dissemination of relevant operational data, such as public and group attendance data, zip code tracking, store sales, memberships, etc to be compiled monthly and annually for board and public reports.

Guest Relations and Museum Operations (60%)

Oversees opening and closing of the science center; monitors safety, order, and cleanliness of exhibits, galleries, and all public spaces (indoors and out).

Oversees front desk operations (e.g. admissions, membership sales, retail, event ticketing (including tailgate parking passes) and group and room reservations), and point of sale financial transactions.

Works admissions desk to welcome science center guests, and sell admissions, store merchandise, memberships, planetarium shows, and event tickets, including tailgate parking passes, etc.

Serves as database administrator for admissions, group scholarships, memberships, parking passes, and retail software systems.

Maintains and updates Emergency Procedure Manual, including coordinating trainings, and scheduling and implementing emergency drills.

Anticipates and responds to guest needs, including providing emergency response.

Oversees booking, invoicing, and reconciling payments for activities such as field trip and group visits, meeting room reservations, birthday parties, and facility rentals.

Oversees science center store operations, including buying and stocking merchandise, inventory management, sales, reporting, and accounting, and cleanliness. Coordinates with other departments for merchandise selection and/or promotion as appropriate.

Oversees daily science center cleaning and coordinates evening janitorial service.

Other Duties (10%)

Participates in select cross-department projects and initiatives, including but not limited to, special event planning and implementation.

Assists the science center by performing other duties, consistent with the position, as assigned.

SUPERVISION OF OTHERS

Recruits, trains, and manages regular Guest Relations and Operations professional staff, as well as part-time, seasonal, and temporary.

BACKGROUND – SKILLS – ATTITUDE REQUIREMENTS

Positive, friendly and outgoing personality with a passion for providing excellent guest experiences and building relationships with patrons

Must have a passion for connecting children with science, and for working with and serving a wide variety of people

4 year college degree strongly preferred

2 years managing paid staff and leading teams (including hiring, training, scheduling and evaluating performance)

2 years experience working in a museum/not-for-profit organization (or similar environment) and managing volunteers (including recruiting, placement, training, evaluation, and recognition) strongly preferred

Exhibits excellent judgment in decision-making and problem solving; able to “think on feet” and handle difficult interpersonal situations with grace and poise

Excellent organizational skills and attention to detail. Able to organize self and others in the face of frequent interruptions.

Excellent written and oral communication skills, with special care given to interpersonal communication, timeliness and the ability to handle sensitive information appropriately

Computer literacy: Microsoft Office suite, Gmail, POS (Square)

Retail experience (planning, sales, inventory management, promotion) strongly preferred

First Aid and CPR certification will be required within first 90 days

Reliable transportation and driver's license with good safety record

Personal attributes: strong interpersonal, leadership and collaboration skills, excellent customer service orientation, creative, flexible, resourceful, imaginative, high energy, with great sense of humor

Fluent in both Spanish and English strongly preferred

WORKING CONDITIONS

Fast-paced, non-profit, hands-on science center environment. Must be able to have the flexibility to also work occasional alternate days, holidays, weekends, and evenings. Must be able to work on many projects simultaneously despite frequent interruptions. Must work well in both an individual and team setting. Must be able to lift and move furniture, exhibits, and boxes of supplies. Due to the nature of museum work, all Eugene Science Center staff and volunteers are recommended to remain up to date with their COVID-19 vaccinations.

TIME COMMITMENT

Full time exempt position (40 hours per week; preferably Tues-Sat during the school year and Mon-Fri during summer months). Weekend, holiday, and occasional evening work required.

SALARY AND BENEFITS

Starting salary is between $41,000 - $43,000 depending on experience and qualifications. Full Eugene Science Center benefits provided (100% health insurance including vision and dental; sick, vacation, and holiday leave).

Eugene Science Center is an Equal Opportunity Employer

Job Type: Full-time

Pay: $41,000.00 - $43,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Holidays
• Monday to Friday
• Weekends as needed

Ability to Relocate:

• Eugene, OR 97401: Relocate before starting work (Required)

Work Location: In person

Salary : $41,000 - $43,000