Guest Experience Manager

The Franklin Institute; Philadelphia (Philadelphia County); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health, dental, vision

401K

Paid time off

Life insurance

Disability coverage

Job summary

The Franklin Institute in Philadelphia seeks a Guest Experience Manager to supervise museum floor operations with a emphasis on ticketing and guest services. You will lead and develop front-line staff, ensuring a world-class visitor experience across all ticketing areas.

Ideal candidates bring a Bachelor's degree (or 3–5 years of staff management in sales/customer service), comfort with high-volume environments, and a collaborative, energetic leadership style.

Qualifications

• Bachelor's degree preferred or 3–5 years of staff-management experience in a sales/customer service setting.
• Proven success in a high-volume ticketed venue or visitor-facing organization.
• Experience coaching, motivating and monitoring staff in a fun, energetic environment.

Responsibilities

• Supervise all departmental staff members and assist with any job function when needed.
• Oversee the daily operating plan, including management of first aid and lost-and-found.
• Create a fun, positive, inclusive team environment for all staff members.
• Monitor departmental standards with a focus on delivering a World Class Visitor Experience.
• Manage and evaluate staff performance.
• Be responsible for staffing; including recruiting, interviewing, hiring, and training.
• Assist with customer service training and reward/recognition programs for front line staff.
• Assign and adjust staff on the daily schedule to cover the museum based on business needs.
• Establish a significant floor presence to ensure smooth operations and staff morale.
• Ensure security of all revenue from ticketing by enforcing theft deterrence measures.
• Execute the daily box office cash-out including vouchers and coupons verification.
• Be responsible for safe reconciliation and ordering operating funds as needed.

Skills

Staff management

Customer service

Ticketing sales

Coaching & training

Problem solving

Multitasking

Education

Bachelor's degree preferred

Job description

The Franklin Institute (TFI), the most visited museum in the Commonwealth of Pennsylvania, strives to be the world leader in promoting science and technology education and literacy through inspiring and engaging experiences that cultivate curiosity, critical thinking, and an understanding of the crucial role science plays in our lives.

At TFI, we provide an environment that is as nurturing as it is dynamic. Our team-oriented approach allows for ample learning and career growth opportunities. We think you will find the Institute offers the ideal atmosphere in which to best use your skills and talents. We are eager for your input, ideas, and inspiration.

Position Description

The Guest Experience Manager will supervise and execute all aspects of the museum floor operations with a primary focus on the ticketing and guest services functions. This customer-focused position must ensure that all of the areas perform successfully, meeting the operational, professional, and customer standards of the museum to deliver a world-class visitor experience. The Guest Experience Manager will also:

• Supervise all departmental staff members and assist with any job function when needed
• Successfully oversee the daily operating plan, including management of first aid and lost and found
• Create a fun, positive, inclusive team environment for all staff members
• Monitor departmental standards with a focus on delivering a World Class Visitor Experience
• Manage and evaluate staff performance
• Be responsible for staffing; including recruiting, interviewing, hiring, and training
• Assist with customer service training and reward and recognition programs for all front line staff
• Assign and adjust staff members on the daily schedule to cover the museum based upon the days business pressures
• Establish a significant presence on the floor to ensure all areas are operating successfully and that the staff members are having fun
• Ensure the security of all revenue collected through the ticketing area by observing established theft deterrence measures
• Execute the daily box office cash out including verifying all vouchers and coupons
• Be responsible for safe reconciliation and ordering operating funds as needed

Position Requirements

• A Bachelor's degree is preferred or a minimum of 3 to 5 years of experience managing staff in a sales and customer service setting are required
• Proven success operating within a high-volume ticketed venue or visitor facing organization
• Experience coaching, motivating, and monitoring staff members in a fun, energetic environment
• Must be able to stand and walk for long periods of time
• Ability to handle multiple tasks, make decisions and work in a busy environment
• Outgoing, positive, and team-oriented personality
• Strong problem-solving skills

Status

Full-time, 37.5 hours per week (work schedule subject to change based upon business needs and attendance; must be available to work evenings, weekends and holidays)

Salary Range

$60,000 - $65,000

Benefits Information

TFI offers a comprehensive benefits package including health, dental, and vision, 401K, life insurance and disability coverage. We also offer generous Paid Time Off, paid holidays, and numerous wellness program benefits.

Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications.We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role.If much of this job description describes you, then please apply for this role.

TFI is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.