Assistant Manager, Visitor Engagement

Overview

We are seeking an experienced Fixed Term Assistant Manager for the Visitor Engagement Department to cover a 6 month leave. The Exploratorium highlights a team of curiosity-driven individuals and is looking for a candidate to supervise daily museum operations, including membership, ticketing, and retail, while supporting learning experiences for all visitors.

The Visitor Engagement Assistant Manager is a multi-department role that assists the Visitor Engagement Managers with staff supervision and morale, fiscal responsibilities, sales growth, maintaining supplies and equipment, and ongoing staff training and professional development. The position may shift focus between managing Visitor Experience Facilitators, Shipping & Receiving, Reservations Office, and High School Explainers based on team needs and seasonal staffing demands.

The ideal candidate will work collaboratively, demonstrate strong organizational and leadership abilities, and have a technical aptitude with point-of-sale systems and a commitment to exceptional visitor service. They should be capable of analyzing and solving problems, setting goals and priorities, handling diverse responsibilities and deadlines, monitoring floor safety, and managing a diverse staff. This position reports to the Visitor Engagement Managers.

• Staff Supervision:
  Manage daily operations of the Visitor Engagement department.
• Plan and lead professional development and meetings for staff on professional skills, science content and facilitation; assist in organizing and leading ongoing training.
• Participate in interviewing and hiring for Visitor Engagement Facilitators to ensure excellence in operations and customer satisfaction.
• Develop and maintain a team-oriented environment and effective communication between staff and management.
• Coordinate with the Visitor Engagement management team and other museum departments for timely communication of essential information.
• Supervise daily operations of the Visitor Services department; plan for adequate supervisory coverage when primary management staff is unavailable.
• Assist in defining and overseeing policies, work assignments, daily meetings, and motivation to meet/exceed department standards.
• Create department work and break schedules; assist in approving timesheets as needed.
• Write and deliver staff performance evaluations; monitor performance and development and provide timely feedback; maintain confidentiality where appropriate; progressive discipline as needed.
• Model appropriate behavioral standards for staff; set pace for work quality and productivity.

• Meet or exceed net income targets in alignment with the Exploratorium’s mission.
• Maintain equipment and systems in coordination with the Information Technology department.
• Assist in coordinating reporting data to museum staff.
• Complete fiscal day/month/year accounting and reporting procedures with high accuracy; produce custom reports as needed.
• Work within established budgets, assisting with cash deposits, audits, reconciliation, and inventory control.
• Assist with accurate and timely completion of inventories and database maintenance.

• Ensure that the visitor experience informs all policies and operations.
• Meet or exceed service metric targets.
• Build sales using various techniques and sincere approaches that reflect guests’ needs.
• Engage customers on the floor with initiative and enthusiasm; maintain professional interactions.
• Handle guest concerns with professionalism and effective conflict resolution.
• Respond to and resolve guest issues; report ongoing concerns to appropriate parties.
• Maintain a positive customer interaction ethos and communicate upcoming promotions, programs and events to staff.
• Ensure guest queues, ticketing areas, retail stores, and related spaces are orderly and safe for guests and staff.
• Collaborate with other museum departments to ensure an integrated guest experience.
• Perform other duties and assignments as needed.

• BA/BS or a minimum of 5 years of experience, preferably in hospitality/retail or an attendance-based environment.
• Minimum 2 years…