Manager

Fire Island News; Philadelphia, Northern (Philadelphia County, KY); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

401K

Life insurance

Disability coverage

Paid time off

Paid holidays

Wellness programs

Job summary

The Franklin Institute in Philadelphia is seeking a Guest Experience Manager to lead museum floor operations with a focus on ticketing and guest services, ensuring a world-class visitor experience.

You will supervise staff, oversee daily operations, recruit and train team members, and maintain security of revenue while delivering exceptional service in a high-volume venue. This full-time role requires flexibility for evenings and weekends.

Qualifications

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

Responsibilities

• Supervise all departmental staff and assist with any job function as 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.
• Monitor departmental standards to deliver a World Class Visitor Experience.
• Manage and evaluate staff performance.
• Be responsible for staffing: recruiting, interviewing, hiring, and training.
• Assist with customer service training and rewards programs for front line staff.
• Assign and adjust staff on the daily schedule based on business needs.
• Maintain a significant floor presence to ensure smooth operations and staff morale.
• Ensure the security of revenue in the ticketing area and perform cash handling duties.
• Execute daily box office cash-out and verify vouchers/coupons.
• Be responsible for safe reconciliation and ordering operating funds.

Skills

Customer service

Staff management

Leadership

Team collaboration

Problem solving

Communication

Education

Bachelor’s degree preferred

Tools

Ticketing system

Cash handling

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:

• The Franklin Institute 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.

We look forward to hearing from you!

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.

The Franklin Institute 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.