Assistant Manager, Visitor Engagement

SUMMARY

We are seeking an experienced and outstanding Fixed Term Assistant Manager for our Visitor Engagement Department to cover a 6 month leave. If you are ready to join a team of passionate curiosity-driven individuals and make a difference, the Exploratorium wants to talk to you!

The Visitor Engagement Assistant Manager is a multi-department position responsible for supervising daily museum operations, such as membership, ticketing and retail, as well as the programs that support learning experiences for all visitors. The position is responsible for assisting the Visitor Engagement Managers with staff supervision and morale, fiscal responsibilities, sales growth, maintaining supplies and equipment, and providing ongoing training and professional development.

The Visitor Engagement Assistant Manager has flexibility to shift their focus between management of Visitor Experience Facilitators, Shipping & Receiving, Reservations Office, and High School Explainers, based on needs of the team and seasonal staffing demands.

The ideal candidate will have the ability to work collaboratively, possess exceptional organizational and leadership abilities, and demonstrate a technical aptitude with point-of-sale systems and a commitment to exceptional visitor service. In addition, the ideal candidate will have a proven ability to analyze and solve problems, establish and meet goals, set priorities, handle diverse responsibilities and deadlines, monitor safety on the museum floor, and manage a diverse staff.

This position reports 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 the interviewing and hiring process for Visitor Engagement Facilitators to ensure excellence in the operation of the Museum’s retail and visitor operations and to promote and achieve a consistently high level of customer satisfaction
• Develop and maintain a team-oriented environment. Maintain effective lines of communication between staff and management
• Coordinate with Visitor Engagement management team and other museum departments to ensure timely communication of essential information to staff
• 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

Fiscal Responsibilities and Sales Growth:

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

Customer Service/Sales:

• Ensure that consideration of the visitor experience is at the forefront of all policies and operations
• Meet or exceed service metric targets
• Build sales using various techniques (add-ons, substitutions, active listening, product demonstration etc.) and sincere approaches which demonstrate an analysis of the guests’ needs
• Use initiative & enthusiasm on the floor, engage customers in friendly & helpful interactions
• Handle guest concerns with professionalism- demonstrate exceptional conflict management and…