Guest Services Manager

California Science Center; Los Angeles (CA); On-site; USD 62,000 - 67,000; Full time

Job summary

The California Science Center is seeking a Guest Services Manager to oversee the day-to-day operations of the Guest Services Department within galleries and exhibitions. You will hire, train, schedule, coach staff and perform evaluations, ensuring exceptional guest experiences and safety.

This in-person role collaborates with Reservations & IMAX Theater leadership to support the box office and attractions, while developing policies, scheduling and ADA compliance to enhance accessibility for all

Qualifications

• 5+ years in customer service, preferably in a museum setting.
• 3+ years of management experience.
• Ability to interact effectively with the public, members and volunteers.
• Proven ability to motivate, coach and address disciplinary issues.
• Strong written and verbal communication with attention to policy.

Responsibilities

• Lead the Guest Services team to deliver high-quality guest experiences.
• Adhere to mission, policies and safety procedures.
• Oversee scheduling, time sheets and staffing within budget.
• Develop and implement staff training and onboarding programs.
• Collaborate with senior leadership and HR to update policies and procedures.
• Ensure ADA compliance and accessibility in guest services processes.

Skills

Customer service

Management

Communication

Staff coaching

Discipline

Job description

The Guest Services Manager oversees the day to day operation of the Guest Services Department at the California Science Center. This includes all guest services operational functions in the Science Center’s core galleries and special exhibitions. The Guest Services Manager delivers high quality, guest friendly service to our visitors and serves as the daily steward of the \"Guest Experience.\" As necessary, the Guest Services Manager collaborates with the Reservations & IMAX Theater Leadership Teams to support the operation of the Box Office, IMAX Theater and attractions. The Guest Services Manager hires, trains, schedules, coaches and performs written evaluations of assigned Guest Services staff. The Manager works with the Guest Services Senior Leadership team to ensure that people, property and our collection are safeguarded during the museum’s public hours and during after hour events where Guest Services staff are working. Additional responsibilities include cash handling.

The Manager oversees the Team’s activities/goals and ensures that staff have the tools and information needed to appropriately work in their assigned areas. They oversee Assistant Managers, Supervisors, Hosts and volunteers in the day-to-day performance of their jobs. The Manager ensures that department goals are met. They implement the department processes, including safety and emergency response. The Manager ensures that department goals are met. The Manager holds extensive decision making authority, serving as the secondary level of response for staff and guests alike; consistently available to respond to staff & guest questions/concerns. They ensure that team goals are met and that staff have the tools and information needed to appropriately work in their assigned areas. The Manager develops and oversees scheduling based on approved staffing hours and approves time sheets in the payroll system. They must have extensive knowledge of department processes and contribute to the development of the department’s safety and emergency response.

The Manager executes the interviewing/hiring and onboarding/training process for Guest Services staff & volunteers. The Guest Services Manager collaborates in the development of departmental policies and procedures, including the progressive discipline process. The Manager analyzes guest/staff needs and coordinates with Senior Leadership to develop and deliver an appropriate solution for each situation. They maintain a deep understanding of the organization and services offered, including accessible offerings. The Manager collaborates with other departments to ensure the optimal operation of the building, exhibits, technology, cleanliness and safety. This is an in-person position.

QUALIFICATIONS

• 5+ years customer service experience preferably in a museums
• 3+ years management experience
• Ability to interact effectively with the general public, members, volunteers and other constituents
• Ability to stand, walk and move around in a high paced environment
• Experience motivating, coaching, counseling and handling disciplinary issues
• Ability to provide a quality guest experience & ability to deescalate situations
• Ability to work an open and flexible schedule including weekends, evenings and holidays
• Ability to maintain exceptional attendance and punctuality
• Energetic leader with strong oral, written, problem solving & customer relations skills
• Strong initiative, proactive and ability to work both independently and as part of a team
• Ability to develop and implement policies & standard operating procedures
• Ability to work independently and collaboratively in a dynamic environment
• Ability to gather facts, assess situations and prepare written documentation
• Ability to effectively address staff concerns and resolve workplace issues
• Ability to serve diverse constituents, including people with disabilities in accordance with established policies and legal guidelines
• Ability to produce staff schedules
• Ability to motivate, train and professionally develop staff

MAJOR JOB RESPONSIBILITIES

• Manage the Guest Services team which is the frontline resource for all constituents visiting the California Science Center
• Adhere to the Science Center’s mission, policies and procedures
• Manage staff and guest interactions to promote goodwill towards the Science Center, constituents and property
• Assign employees to work areas based on operational needs and budgetary requirements.
• Develop, distribute, and maintain monthly employee schedules based on staffing requirements and budgetary constraints.
• Review and approve time sheets (ADP) for assigned staff
• Monitor employee work hours to ensure compliance with position classifications, scheduling requirements, and departmental staffing needs.
• Evaluate, review and provide feedback to subordinate staff; follow the performance appraisal timetable, complete appraisals and provide feedback to staff
• Review and update job descriptions, employee roles and training to fulfill the Science Center’s needs
• Design and adapt queues and guest flow throughout Science Center
• Collaborate with Guest Services Senior Leadership and Human Resources to update the Guest Services’ Employee Handbook to ensure operational consistency
• Develop policy and procedural manuals for Guest Services functions
• Communicate with subordinate staff through daily huddles, debriefs and meetings to ensure staff have clear understanding of operational priorities and updates
• Develop incentive programs to reward employee success and innovation
• Take corrective action for disciplinary issues outlined in the Employee Handbook, complete written documentation as required
• Develop a recommended plan longer term projects including cost estimates, procedures, and timelines; follow the California Science Center’s purchasing policy when purchasing equipment
• Understand and implement all rules, regulations, policies and procedures and weave into ongoing training program for employees
• Ensure the Guest Services Department is following ADA regulations
• Pursue goals and objectives articulated by California Science Center Senior Management
• Perform other duties as required

Compensation

$62,400-$66,560 annually