Admissions & Guest Experience Manager

The Admissions & Guest Experience Manager will ensure the successful execution of the admission function as the first visitor experience for guests of the Museum and its critical role in earned revenue. The Manager will work across departments to ensure a high quality visitor experience and excellent customer service. The Manager will energize, motivate, train, evaluate, support, and uplift staff through observations; uphold policies and procedures, and provide staff training. This position will also represent Museum management to guests to uphold Museum policies while supporting the Museum’s commitment to provide excellent customer service and operational support to deliver outstanding experiences.

LEADERSHIP RESPONSIBILITIES

• Provides direction to direct reports and to other individuals.
• Oversees the daily operations of the department and staff.
• Has the authority to recommend hiring, discipline, termination, assign work, train, scheduling, and evaluate performance.
• Has responsibilities for departmental budgets, decision-making, project management, and/or strategic contributions.
• Collaborates with Senior Director, Business Development on budget forecasting and revenue opportunities for all Museum visitors.

ESSENTIAL FUNCTIONS

• Actively supervise and manage the front desk in all areas related to staff and guest experience, ensuring Museum policies are upheld.
• Act as the Museum’s primary Manager on Duty and coordinate scheduling and training with other MOD’s.
• Ensure proper opening and closing procedures of Museum floor and Admission’s front desk partnering with operations team as needed.
• Communicate and coordinate with the Sr. Director, Business Development on all staff and visitor concerns.
• Communicate and coordinate with security onsite regarding any visitor issues as they relate to Admissions and guest experience on the floor.
• Act as the point of contact for all visitor issues and concerns as it relates to Admissions and Guest Experience resolving them tactfully and quickly.
• Maintain knowledge and ability to troubleshoot front desk technology (POS/Altru Database/XTruLink).

MINIMUM REQUIREMENTS

• Bachelor’s degree required.
• Minimum 2 years supervisory experience required.
• Must be able to effectively supervise and motivate staff in a team environment.
• Bi-lingual (preferred)
• 3 - 5 years of experience in customer service function i.e., sales and working in a museum or similar environment in a related field a plus.
• Proficient with main suite of Microsoft Office applications (Word, Excel, Power Point, Outlook) and experience with POS systems and membership software (Altru database) preferred.
• Ability to work in a fast-paced environment, analyze situations and respond quickly to deliver effective solutions.
• Adheres to all Museum mission, values, protocols, procedures, rules, and policies.
• Ability to multitask, work in a positive environment, and be both a leader and a team player.
• Ability to work on weekends, evenings, and holidays in addition to weekdays.
• Must have PA Act 153 clearances (PA criminal history, FBI fingerprints, and PA Child Abuse) completed prior to hire.
• All employees are required to have COVID-19 vaccination, COVID-19 booster, and flu vaccination, as a term and condition of employment.