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Position Overview:
The Manager, Guest Experience supervises a staff of assistant managers, specialists, and volunteers and the daily operation of the box office, parking, museum entrances, group entry, membership, and some featured exhibits functions. The Manager is responsible for all support functions related to daily admissions operations including loss prevention, cash handling and reconciliation, service training, sales training, parking systems, systems administration and hiring and staffing. The Manager will coordinate with all other departments to provide a safe, friendly, and epic experience, especially during peak times, emergencies, and special events. In addition, the Manager will be cross trained to assist in other departments such as Museum Engagement and Guest Services.
Responsibilities and duties:
- Oversee sales of tickets, memberships and programs, group entry and parking operations.
- Act as department Manager on Duty, representing the department if issues of emergency, discipline or exception arise and a final decision needs to be made.
- Develop and manage staff and volunteer hiring, onboarding, and training plans.
- Hire, supervise and train full-time and part-time staff with the goal of creating a team capable of delivering world-class service with strong sales practices. Create, update, and maintain department policies and procedures manuals, resources, communications tools, and trainings. Lead by example and promote a positive work environment and the mission of Cincinnati Museum Center.
- Develop and lead hospitality and service initiatives that deliver a world-class service experience, appropriately address guest and Member needs, and increase guest satisfaction.
- Maintain integrity and precision of sales system and database records to ensure the best information is available to fully assist guests and Members and coordinate with other departments for corrections and/or suggested improvements.
- Assist with the development and delivery of marketing messaging via signage, collateral, verbal and written communications and promotions, especially as they relate to guest satisfaction and driving repeat visitation, incremental sales, Member retention and new Member conversion.
- Manage supplies, inventory and budget for uniforms, stanchions, office supplies, wheelchairs, strollers, collateral, signage, cash handling and other related operational needs.
- Develop and oversee delivery of initial and ongoing training for consistency and improvement in service delivery, conflict-resolution, salesmanship, hospitality, teambuilding and messaging to guests and Members.
- Assist with creation of loss prevention policies and cash handling procedures and enforce these policies and procedures, including variance reports, finance reconciliation and securing cash and currency.
- Assist in the call center and in the museums/exhibits as needed.
- Other duties as assigned.
Qualifications and experience:
- High School diploma or equivalent required; bachelor’s degree preferred.
- 2+ years of supervisor experience in the areas of admissions sales, hospitality, customer service, and/or large venue/attractions operations.
- Advanced skill operating a ticketing/reservation system.
- Superior guest relations and interpersonal skills including conflict-resolution and interfacing with diverse internal and external audiences; and an outgoing, friendly personality.
- Proven ability to maintain composure, practice sound judgment, problem solve, critically think, promote a spirit of cooperation, and communicate effectively and professionally in high pressure, fast-paced, emergency, or unusual situations.
- Ability to complete complex data entry processes with speed and accuracy and effectively use Microsoft Office applications.
- Ability to use multi-line phone system and multifaceted computer software systems.
- Strong self-motivation and initiative; ability to work both independently and as a team member.
- Excellent project planning, organization and time management skills including ability to initiate, prioritize, manage, and complete multiple tasks in an energetic environment and work well under pressure with periodic heavy workloads, constant demands, and frequent interruptions.
Additional Requirements & Working Conditions:
Position is full time, salaried, with benefits. Schedule is Tuesday – Saturday. Requires flexible schedule to meet business demands, including evenings, weekends, and holidays. Must be able to lift to 20 pounds. Possible long periods of standing or sitting inside and outside. Possible periods of moderate walking throughout building, including stairs.
Office is located at Union Terminal, 1301 Western Ave., Cincinnati, OH 45203. On-site parking is provided.
Position is full time, salaried, with benefits. Schedule is Tuesday – Saturday. Requires flexible schedule to meet business demands, including evenings, weekends, and holidays. Must be able to lift to 20 pounds. Possible long periods of standing or sitting inside and outside. Possible periods of moderate walking throughout building, including stairs.
Office is located at Union Terminal, 1301 Western Ave., Cincinnati, OH 45203. On-site parking is provided.
Employee Benefits:
- Be a part of creating meaningful experiences, inspiration, and lasting memories!
- Membership to the Cincinnati Museum Center
- Complimentary admission to Featured Exhibits and OMNIMAX® films
- Free parking at Cincinnati Museum Center
- Discounts on food, beverage, and retail
- Discounts on tours, programs, and events
Cincinnati Museum Center and the National Underground Railroad Freedom Center are proud to be Equal Opportunity Employers. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability or other applicable legally protected characteristics.