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Title

Guest Experience Supervisor 

Description

Department: Engagement / Operations

Reports To: Chief Operating Officer

FLSA Status: Exempt

Summary:

The Guest Experience Supervisor plays an integral role in creating outstanding guest experiences and contributing to the mission of the Desert Museum. The position is responsible for operations-related revenue streams and processes, including but not limited to admissions & membership, group sales, and other ancillary revenues. The position is flexible and accommodates ever-changing business needs.

Essential Duties (including, but not limited to):

  • Assists in the supervision of all areas of Museum operations & acts as the primary Manager on Duty.
  • Oversees Guest Services department, including all aspects of personnel management (scheduling, payroll, performance appraisals, etc.).
  • Ensures an efficient and guest-friendly ticketing, membership, and access control operation, including day-to-day operations and large-scale events.
  • Provides exceptional guest service and performs effective service recovery.
  • Fosters a guest-friendly culture. Develops and implements service standards and training.
  • Facilitates continual process improvements with proper utilization of system tools.
  • Develops comprehensive member campaigns, cultivation, retention, & incentive strategies.
  • Maintains membership renewal campaign schedule.
  • Maintains membership database & guest records, performing periodic database clean-up and assisting the Guest Services team with higher-level record adjustments.
  • Manages relationships with ancillary revenue vendors.
  • Manages large group reservations from initial contact to date of visit and assists with private events.
  • Prepares and manages departmental budgets.
  • Works with senior leadership to develop revenue goals and creates operational strategies to accomplish set goals.
  • Prepares and maintains various reports and data dashboards, as-scheduled or as-requested.
  • Manages a variety of other operations related projects.

Supervisory Responsibilities

Directly supervises multiple employees and volunteers with a variety of job functions. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

___________________________

This position opened on 09/10/2020 and does not have a closing date. It is considered open until filled; however, it is recommended that all credentials be submitted for consideration as soon as possible. Please understand that if offered a position, you will be required to successfully complete a criminal background check and pre-employment drug screen as a final condition of employment.

 
Position Requirements

Education/Experience/Commitment Requirements

  • Bachelor’s degree preferred. A minimum of 5 years of related experience required. Employment experience in a cultural attraction setting preferred.
  • This is a non-hourly, exempt position. Non-traditional work hours are often required with a varying schedule. More than 40 hours per week are a regular necessity.

Required Knowledge and Abilities

  • Strong written communications skills; ability to write and edit clear, structured, articulate, and persuasive proposals, reports, and public communications.
  • Outstanding guest service skills including the ability to successfully perform sensitive, high level service recovery.
  • Ability to support and manage organization change - leading the "people side" of departmental/business changes and the techniques of minimizing negative outcomes.
  • Knowledge of membership and related marketing techniques and strategies.
  • Knowledge of POS/CRM, database, spreadsheet, and word processing software. Experience with Raisers Edge preferred.
  • Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.

Physical Requirements

  • The ability to effectively communicate with the general public.
  • The ability to use standard office equipment and technologies including computers, keyboards, touch screens, telephones, etc.
  • The ability to spend extended periods of time sitting, standing, and walking.
  • Occasional lifting of up to 30 pounds.
  • The ability to safely traverse through an unpaved natural environment.
  • Able to withstand extended periods exposed the adverse weather conditions typical of southern Arizona.
  • Must be able to perform all essential job functions unaided or with reasonable accommodation.

The above position description reflects a general overview of the responsibilities, reporting relationships and position requirements for this job classification. It is not intended to be a complete description of all duties and requirements that may be inherent in the position.

 
EOE Statement We are an equal opportunity employer with a strong commitment to diversity and inclusion. For this position, we are seeking candidates who are U.S. citizens or permanent green card holders. We believe that inclusive teams with diverse perspectives are essential to our success and encourage applicants from all backgrounds to apply, within the remit of the eligibility criteria.  
Open Date 9/11/2020  

This position is currently not accepting applications.

To search for an open position, please go to http://ArizonaDesertMuseum.appone.com




 


 
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