Guest Services Manager

The Guest Services Manager is responsible for the day-to-day operations of the department as well as administrative tasks such as budgeting, purchasing, and scheduling. They participate in strategic discussions and business planning designed to maximize the revenue and profitability of museum admission, membership, parking, and OMSI attractions.

They oversee hiring, training, and coaching for a team of approximately 20 personnel that sell multiple products and staff a variety of museum operations, as well as servicing numerous internal customer needs and requirements. This guest-focused position is responsible for establishing and executing on operational, professional, and service standards that enable the department to deliver a superior visitor experience.

Essential Duties and Responsibilities:

• Guest Services Strategy:
  • Develops and leads strategic and tactical customer service efforts to ensure a welcoming, inclusive, accessible and memorable experience for a diverse range of museum guests;
  • Provides expert-level knowledge of OMSI products/activities and leadership to GS team members to capitalize on sales opportunities and efficiently administer the ticket and membership sales process while delivering outstanding service;
  • Identifies areas for cost-saving and revenue generating activities in daily operations e.g. staffing levels, inventory and stock management;
  • Remains knowledgeable of and supports guest safety and safety protocols (e.g. lost children, fire alarms), including acting quickly and effectively in case of emergency in compliance with relevant Emergency Action Plan (EAP) procedures;
  • Ensures practices and trainings align with OMSI's mission, values, and goals to advance Diversity, Equity, and Inclusion (DEI) within the organization and in service to our communities;
  • Collaborates with the VP of Marketing and Retail on business planning and strategies for achieving yearly GS admissions (~$4.5m) and membership goals (~$3m), as well as developing and maintaining the annual department expense budget (~$700k);
  • Utilizes customer feedback, KOI's and research regarding market trends and competing products for the development of sales plans and recommendations for pricing, new products and services.
• Membership Strategy:
  • Collaborates with the Director of Membership & Guest Services on collecting and analyzing data, trends, and KOIs to inform membership strategy;
  • Works with the Marketing and Events on the development and execution of membership campaigns and exclusive member activities;
  • Leads GS trainings to ensure team meets membership sales and engagement goals with emphasis on creating a welcoming and inclusive environment for members;
  • Collaborates with the Development team to ensure alignment between membership and donor goals and strategies.
• Cross-Departmental Collaborations:
  • Represents Guest Services in interdepartmental meetings;
  • Communicates and partners with other departments to ensure sales and service deliverables are met in an exemplary manner, and efforts are coordinated to achieve best results:
    • Works with Events to provide customer service and logistical support before, during, and after OMSI events as needed, which includes serving alcoholic beverages to museum guests;
    • Collaborates with the Marketing team on the development and distribution of marketing and campaign materials in support of museum sales and operations objectives, as well as managing OMSI.edu content related to admission, attractions, and membership;
    • Coordinates with the Program Sales team on strategies for welcoming group guests into the museum and maximizing member participation in OMSI's educational programs;
    • Collaborates with Education and Exhibit Experiences on museum floor operations to provide an exceptional environment for guests and staff;
    • Partners with Enterprise Systems on monitoring and updating the POS and CRM systems to achieve efficiencies, ensure accuracy, and increase sales;
    • Coordinates with Safety and Security on GS personnel training and the evaluation and implementation of processes that aid in the safe enjoyment of museum facilities by staff and the general public;
    • Collaborates with Theater, Planetarium and Submarine on staffing support, meeting sales goals, handling guest concerns, communicating programming updates, and facilitating general operations.
  • Leads the GS team (~20 personnel) in achieving OMSI's customer service goals, as well as adhering to operational standards and procedures:
    • Provides guidance to and collaborates with the Guest Services supervisory team on the hiring, onboarding, training, and coaching of GS team members e.g. such as the development of training materials and keeping accurate records of completed trainings;
    • Provides training and mentorship to the GS team on museum protocols, guidelines, and expectations, including performance management and professional development opportunities;
    • Provides support to the Guest Services supervisory team with completing clerical duties (team meeting organization, donation request processing), handling purchase orders and vendor invoices, and events assistance and steps in as appropriate;
    • Maintains documentation of internal and external events, and effectively communicates this information to GS supervisors and representatives;
    • Supervises the GS team. Tasks include-but are not limited to-the following:
      • Monitors staff for adherence to established opening, closing, and emergency procedures;
      • Ensures compliance with cash controls and performing intermediate database, item, and maintenance of point of sale systems;
      • Provides regular 1-on-1s, check-ins, and scheduling support.
    • GS Floor Coverage Responsibilities (in absence of sufficient GS staff):
      • Steps in key GS areas of service, as needed i.e. front desk, concierge, Empirical Theater, and/or Planetarium;
      • Conducts pre-shift meetings with GS Team to review day-of information and expectations;
      • Performs opening and closing administrative tasks such as start-of-day cash retrieval and end-of-day cash drawer deposits;
      • Oversees patron queuing and provides crowd control. Reduces queue times for customer participation in events, and other gatherings;
      • Engages in elevated customer interactions, and provides and processes exception decisions and complimentary tickets.

Working Conditions:

• This position is exempt, paid salaried;
• This position is regular full-time scheduled for 40 hours/week;
  • Requires working onsite at the museum location;
  • Requires working on weekends, holidays, special events, and/or evenings as scheduled.
• Physical Demands: 60% sitting, 35% standing, 5% lifting/carrying 50 lbs.;
  • Ability to push or pull carts and other equipment for food/drink deliveries up to 600 lbs.;
• Vision Demands include:
  • Close vision (clear vision at 20 inches of less)
  • Peripheral vision (ability to observe an area that can be seen up and down or to the left or right while eyes are fixed on a given point)
  • Depth and perception (three dimensional vision, ability to judge distance and spatial relationships)
  • Ability to adjust focus (ability to adjust the eyes to bring an object into sharp focus)
• Environmental Demands include:
  • Work near and operate heavy machinery
  • Consistent movement up and down stairs
  • Work in the lobby may include changes in temperature and direct sunlight
• Noise Levels include:
  • Very quiet (examples: forest trail, isolation booth for hearing test)
  • Quiet (examples: library, private office)
  • Moderate (examples: business office with computers and printers, light traffic)
  • Loud (examples: metal can manufacturing department, large earth-moving equipment)
  • Very loud (examples: jack hammer work, front row at rock concert)

Secondary Responsibilities

Secondary responsibilities include-but are not limited to-the following:

• Acts as a liaison between GS and Volunteer Engagement for coordinating with and supporting GS volunteers throughout the museum, such as maintaining the GS volunteer schedule and producing training material, as well as attending interview fairs for recruitment;
• Monitors weather and environmental conditions and assists in implementing protocols for museum closures and/or other operational adjustments;
• Surveys operations and facility appearance in all Guest Services contact areas and coordinates responses with relevant departments as needed.

Knowledge and Skills:

REQUIREMENTS:

• Business Practices:
  • High proficiency with Google Suite and Microsoft Office;
  • Ability to adhere to confidentiality, protocol, and community agreements;
  • Demonstrated ability to pivot between individual and team work;
  • Exercises sound judgment while upholding high integrity and ethical standards;
  • Excellent organizational, analytical, and problem solving skills;
  • Excellent attention to detail with a high degree of accuracy.
• Guest Services Knowledge and Strategy:
  • Ability to vision and develop strategies for products and services in support of OMSI's sales and membership goals;
  • Ability to conceptualize and explain high-level, big-picture ideas and strategies, then apply them at a tangible, operational level in service of retail professionals and guests;
  • Ability to interact with a range of diverse audiences and stakeholders, while providing high customer service in a culturally responsive manner;
  • Knowledge of Oregon Liquor Control and Cannabis (OLCC) rules to ensure compliance.
• Supervision and Leadership:
  • Developed organizational, project, leadership, and people management skills that encourage collaboration, team-building, and accountability that meet individual, departmental, and organizational deadlines and expectations;
  • Ability to model and support a positive team dynamic with an emphasis on coaching and mentoring paid and unpaid staff using asset-based feedback;
  • Ability to train staff on customer service best practices, with an emphasis on advancing diversity, equity, and inclusion through a racial equity lens;
  • Ability to manage employee workloads across multiple and simultaneous projects;
  • Ability to maintain and support professional relationships with community and industry partners.
• Guest Services:
  • Strong communication skills, with an emphasis on customer service and problem-solving;
  • Ability to interact with a range of diverse audiences and stakeholders, while providing high customer service in a culturally responsive manner;
  • Remains knowledgeable of OMSI departments, products, and key personnel to provide accurate information and process visitor / vendor / non-GS department requests;
  • Ability to perform basic math and cash handling procedures;
  • Working knowledge of Point of Sales (POS) systems, including the ability to train others;
  • General computer skills, with an emphasis on email communication.

PREFERENCES:

• Advanced knowledge of food safety, protocols, and regulations;
• Proficient or native fluency in a second language (non-English) with bilingual Spanish preferred.

Education & Work Experiences:

REQUIREMENTS:

• A minimum of 4 years experience with the following:
  • Demonstrated experience working in a fast-paced environment-often with stringent and overlapping deadlines-with an emphasis on handling high-volume customer interactions and transactions;
  • Experience providing customer service-related trainings;
  • Experience working collaboratively with both small and large teams and departments.
• A minimum of 2 years supervising a diverse group of staff, with an emphasis on the following:
  • Working knowledge of best practices in staff professional development, such as mentorship and leadership opportunities for rising professionals.

PREFERENCES:

• Experience training and/or coaching staff on diversity, equity, and inclusion practices in a customer-service context;
• Experience working with volunteers;
• College degree in an industry related to hospitality, business, marketing or an interdisciplinary program with an emphasis on customer service and core/foundational knowledge of financial, sales, and/or marketing principles.

Additional Requirements/Preferences; Including Licenses and Certifications:

REQUIREMENTS:

• Pre-employment checks, such as criminal background checks, reference checks;
• Current Oregon Liquor Control Commission (OLCC) license:
  • If not licensed, training can be provided at no cost for selected candidates as part of the onboarding process. Exemptions are provided if you qualify for an accommodation under the ADA for medical or religious reasons;
• Current Oregon Food Handler's Card:
  • If not licensed, training can be provided at no cost for selected candidates as part of the onboarding process.

PREFERENCES:

• Valid driver's license;
• Meets the requirements in the Motor Vehicle Record (MVR) Policy, which includes passing the MVR check.

Benefits and Perks at OMSI

• Multiple health plans (OMSI pays 86% of employee premiums)
• 2 weeks of vacation per year
• 2 weeks of sick time per year
• 12 personal / cultural days (PTO) per year
• 403(b) retirement with employer match eligibility
• Free annual OMSI Family Membership
• Reciprocal Employee Attractions Pass (REAP)
• Inclusion-centered professional development opportunities
• Employee-led rewards and recognition program
• Discounts on summer programs for employee's children

Salary : $700,000