Guest Experience Manager

Guest Experience Manager 

Salary $42,000

FLSA Status: Exempt

The Delaware Museum of Nature & Science is proud to announce the opportunity for a qualified Guest Experience Manager to join our team.  The Museum is in the final phase of an exciting metamorphosis from the Delaware Museum of Natural History to the now-named Delaware Museum of Nature & Science that will re-open to the public in May 2022.  

The Museum is focused on a service-centric culture toward our guests, including team members and a friendly, cohesive, collegial environment.    

Summary: 

• Under the supervision of the Director of Business Operations, the Guest Experience Manager supervises and executes all aspects of the Museum’s Guest Experience Department, ensuring a welcoming and safe atmosphere for guests. 

Guest Experience Operations

Essential Functions:

• Uphold the highest quality of the guest experience through equitable, respectful interactions that meet the unique needs of each guest and team member
• Be conversant in the Museum’s mission, exhibits, programs and the guest experience service philosophy and practices to enhance the guest experience
• Lead the Guest Experience team by demonstrating superior customer service skills, including being a welcoming and informed presence for guests and motivating team members to do the same
• Train Guest Experience team members in both customer service and in the technical aspects of their job
• Prepare and monitor the progress of the Guest Experience team members annual goals and performance evaluation 
• Work collaboratively with other departments to ensure proper function of the Guest Experience Department
• Along with the Interpretation Managers, be a significant presence on the gallery floor engaging and sharing information with guests, including implementing programs and events when needed or requested
• Monitor activities in Guest Experience and intervene to proactively resolve issues before they escalate, with the goal of ensuring a smooth and pleasant experience for guests
• Responsible for day to day Museum floor safety management, including contacting emergency services and/or completing incident reports in event of guest and/or team member injury or illness 
• Work with Public Engagement team and Human Resources to develop, plan and implement the Guest Experience Management training program Museum-wide
• Work with the Program Coordinator to determine staffing needs to provide sufficient coverage for all guest experience operations

Business Operaitons

Essential Functions:

• Work with the Director of Business Operations to prepare and monitor the Guest Experience annual budget
• Oversee and provide analysis of the daily attendance numbers for general admission, programs, events, rentals, etc.  Work with Business Operations to ensure proper and timely documentation
• Ensure that the registers are properly configured for daily operation, programs and events
• Ensure that cash handling, transaction and record keeping procedures are followed
• Manage and monitor the list of special needs groups that are permitted free admission to the Museum 
• In conjunction with the Director of Human Resources and the Director of Business Operations, complete interviews, selection and orientation of Guest Experience team members
• Collaborate with the Director of Business Operations to develop, implement and evaluate Guest Experience related policies and procedures, and when applicable submit to Executive Director for approval
• Assist in the design and implementation of communications and marketing plans for admission-driven initiatives and events

Minimum Qualifications:  

• Bachelor’s degree in related field preferred 
• Three years of customer service experience
• Three years of managerial experience with demonstrated increased levels of responsibility - non-profit experience a plus
• Knowledge of the guest experience model 
• Proficient experience with point of sale system. Ability to problem solve, generate and analyze POS system information  
• Proficient in the use of Microsoft Office suite applications
• Excellent communication skills, including ability to relate to different age groups, educational levels, and abilities.
• Ability to stand and/or walk 50% - 70% of each work shift 
• Ability to lift and move objects weighing up to 20 lbs.
• First aid, CPR and AED certified or willingness to become certified

Schedule:

• This is a full-time position defined by DMNH as 37.5 work hours per week, exclusive of a 30-minute unpaid lunch period. The schedule will include some evenings, weekends and holidays for special programs/events. 

Benefits

• Competitive benefit package that currently includes 95% of base plan medical insurance premium paid by the Museum (team member only) and 100% Museum paid premium for Life/ADD, Short-term and Long-term disability 

• Generous paid time off that includes holidays, vacation and personal days