Assistant General Manager

Exhibition Hub; Boston (MA); On-site; USD 70,000 - 100,000; Full time

Job summary

Exhibition Hub is seeking an Assistant General Manager in Boston to lead a team of Supervisors and Guest Service Associates, ensuring a welcoming, safe guest experience at our dynamic exhibitions. You will recruit, hire, train staff, schedule shifts, and oversee payroll while partnering with the General Manager to maintain budget controls and high service standards.

The role requires flexibility to work evenings, weekends, and holidays, with a focus on guest engagement, safety protocols, and

Qualifications

• Minimum three years of customer service experience.
• Two years of supervisory or management experience, preferably with large crowds.
• Experience interviewing, hiring, and training staff.
• ASL or bilingual abilities are a plus.
• Retail, leisure, or tourism experience is a plus.

Responsibilities

• Staff recruitment, hiring, training, and scheduling.
• Manage Supervisors and Guest Service Associates at various touchpoints (box office, retail, VR).
• Follow established policies and procedures and reinforce with the team.
• Lead the team to maintain a safe, welcoming environment per Health, Safety, and Security protocols.
• Stay current on upcoming events and ticket/retail changes.
• Handle guest questions and escalate complaints efficiently.
• Maintain venue cleanliness per protocols.
• Represent the General Manager and Exhibition Hub professionally at all times.
• Assist in staffing scheduling, payroll audits, and keeping expenses within budget.
• Coordinate with off-site IT staff for exhibition equipment.

Skills

Staff management

Customer service

Scheduling

Payroll auditing

POS systems

MS Office

ASL / bilingual

Education

Two years college coursework

Five years customer service experience

Three years supervisory experience

Tools

POS systems

Microsoft Office

IT liaison

Job description

Exhibition Hub Holdings, LLC is a curator, producer, and distributor of large-scale exhibitions worldwide. We provide “edutainment” experiences, with touring exhibitions of animatronic dinosaurs, Titanic artifacts, immersive digital art featuring the works of Van Gogh, Monet, Klimt, and Banksy, and the interactive, multi-sensory Bubble Planet. We have produced over 70 exhibitions globally, attracting over 6 million visitors. Bubble Planet is a 6-12 month term depending on length of lease location. You can see more of the experience at bubble-planet.com, which features inflatables, photo opportunities, and interactive exhibits throughout the event.

The Assistant General Manager leads a team of supervisors and part-time Guest Service

Associates (GSAs) in providing best-in-class experiences for our guests while providing

exceptional customer service. Report to the General Manager, the Assistant General

Manager sets a positive example for the GSAs by demonstrating an upbeat, friendly, and

knowledgeable approach to welcoming and attending to our guests while ensuring a safe,

respectful, and engaging guest experience. Candidates should provide guests of all ages and backgrounds with a memorable experience and be available to work evenings, weekends, and holidays as needed. Given the nature of our exhibitions, specific job duties may change over time. Successful candidates will enjoy a flexible and ever-changing work environment while continuously being challenged to learn new aspects of managing our exhibitions and growing their skills.

Essential Duties and Responsibilities:

• Staff recruitment, hiring, training, and scheduling.
• Manage Supervisors and Guest Service Associates in welcoming guests at various touchpoints, including box office, retail store, and virtual reality.
• Learn and follow established policies and procedures and reinforce with the team.
• Under the leadership of the General Manager, lead the team to ensure a safe and welcoming environment for guests and staff, following established Health, Safety, and Security protocols.
• Stay current on upcoming special events and ticket and retail offering changes.
• Engage with guests, answer their questions, and serve as a first escalation point for quickly and efficiently handling guest complaints.
• Ensure the exhibition and venue are well maintained and cleaned per established protocols.
• Represent the General Manager when they are off-site, and represent Exhibition Hub and our partners in a friendly and professional manner at all times.
• Work with the General Manager to inspire the team to maintain high standards, hold staff accountable while maintaining integrity and confidentiality, and empower staff through a consistent approach to skills building and feedback.
• Work with the General Manager to create staffing schedules, audit payroll, and keep expenses within established budget guidelines.
• Be the main point of contact for working with off-site tech and IT staff to maintain and troubleshoot exhibition and venue equipment.
• Manage load-in/load-out tasks as needed and lead the team in conducting regularly scheduled retail inventories.
• Undertaking other duties as requested to ensure the smooth running of the exhibition and venue.

Education and/or Work Experience Requirements:

• Must be at least 18 years of age.
• At least three years of customer service experience.
• At least two years of supervisory or management experience, preferably in a position working with large crowds and/or a busy customer service environment.
• Experience working with children and/or families preferred.
• Experience interviewing, hiring, and training staff and conducting performance reviews.
• Retail, leisure, or tourism experience a plus.
• Minimum of two years of completed college coursework or a minimum of five years of customer service experience and at least three years of supervisory or management experience.

Skills

• The ability to read, understand, and fluently speak English.
• Bilingual and multilingual staff are strongly encouraged to apply.
• Fluency in American Sign Language (ASL) is a plus!
• Ability to address groups of guests in a proactive and friendly manner.
• Experience with point-of-sale (POS) systems and Microsoft Office apps preferred.
• Physical ability to move throughout the venue and maneuver boxes up to 40 lbs.
• Applicants with a strong interest in art, science, and/or history are encouraged to apply.

Exhibition Hub is an equal-opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, or any other characteristic protected by law.