Greater Philadelphia Cultural Alliance

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                                                                                                                                                 

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. 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.