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Title

Guest Relations Assistant Manager  

Location Museum of Life and Science  
About the Organization The Museum of Life and Science, one of North Carolina’s top family destinations, has been a beloved Durham institution for 75 years. The Museum features 84 acres of exhibits, experiences, and outdoor exploration, including one of the East Coast's largest butterfly conservatories and a two-story science center. As an accredited zoo, the Museum is home to lemurs, black bears, endangered red wolves, and more than 140 species of live animals, butterflies, and insects. Readers of Durham Magazine, Indy Week, and Carolina Parent have repeatedly named us the top Museum in the Triangle. Charity Navigator rated the Museum, a 501(c3) nonprofit organization, 100 out of 100-- the highest possible score.



Our mission is to create a place of lifelong learning where people of all ages embrace science as a way of knowing about themselves, their community, and their world. The Museum serves our increasingly diverse community with interactive and accessible experiences that build and develop lifelong connections with science, nature, and critical thinking. The Museum partners with NASA, NOAA, the National Science Foundation, Duke University, NC State University, and the University of North Carolina on many research projects and programs.



In addition to an incredible team of co-workers, the Museum provides competitive compensation commensurate with experience, as well as a full array of employee benefits for eligible positions, including a generous 403b retirement plan with employer contributions, health, dental, and vision insurance, flex-spending plans, life insurance, long-term disability insurance, paid vacation and sick leave, nine paid annual holidays, employee appreciation events, and a family membership to the Museum.  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Exempt  
Description

Position Objective:  Supports the Museum’s mission by being a key member of the management team responsible for maintaining a positive and proactive work environment and delivering an exemplary level of service to all visitors. Areas of focus will be assigned and can include front desk, concierge, rangers, train operations, volunteers, first aid and other administrative responsibilities.

Responsibilities:

  • Support Guest Relations Management Team in all guest operations to provide a quality visitor experience, excellent service and ensuring a safe, clean, welcoming environment.
  • Lead Guest Relations Associates in assigned area which can include admissions, rangers, reservations, train drivers, volunteers.
  • Establish effective training, policy and communications processes and documentation for staff that emphasizes exemplary service to every visitor, and attention to detail.
  • Ensure consistency for guest interactions with accurate information concerning prices, programs, and other museum events and opportunities.
  • Manage time between administrative tasks and on-stage tasks to allow for a proper balance of workload while meeting established deadlines.
  • Act as Manager on Duty on weekly rotation. This includes supervision of all front-line staff; resolving/deescalating visitor problems or complaints; responding to emergencies as primary campus coordinator; opening and closing procedures with accurate cash drawer set ups, reconciliations, deposit preparation.
  • Work with Guest Relations Management Team to ensure adequate staffing for entire department to meet peak operation needs; fill in for various front-line roles when needed.
  • Foster a positive staff culture and work environment.
  • Be cross-trained in all Guest Relations roles including admissions, ranger, reservations, parking and group check-in.  This means you may work outdoors in all weather conditions.
  • Oversight for maintaining adequate supplies and materials for Guest Relations operations.
  • Attend and participate in ongoing Emergency Coordinator training.
  • Transport guests and staff in golf cart and museum road vehicles as needed
  • Communicate directly with team members using strong written and verbal skills
  • Identify and evaluate issues that arise and use critical thinking to troubleshoot
  • Using the Museum’s values as a guide, foster a positive staff culture and work environment, motivating the team through positive reinforcement
  • Prioritize and handle multiple tasks, delegating when appropriate
  • Develop and train team members
  • Effectively communicate operational successes, opportunities, and concerns to management.
  • Know and model adherence to Museum policies and procedures
  • Serve on the Museum’s Emergency Coordinator team.
  • Work independently with limited coaching and oversight
  • Always demonstrate adherence to Museum safety procedures.
  • Engage with Museum visitors in a positive and helpful way to support an enjoyable and safe guest experience.
  • Prioritize the Museum’s values of inclusion and kindness in all interactions with staff, volunteers, and guests.
  • Other duties as assigned

Actual Pay Rate: $19.00/hour

 
Position Requirements

Requirement:

  • College degree or 4+ years’ experience in relevant field with a strong customer service background
  • 2+ years in museum or visitor park experience preferred
  • Leadership/management experience is a must
  • Excellent communication skills – verbal and written
  • Strong interpersonal skills including the ability to work collaboratively and with diverse populations
  • Exceptional attention to detail with a high level of organization
  • Ability to work under pressure with a positive attitude and creative problem-solving skills
  • Good at multi-tasking and planning/logistics
  • Experience with point of sale systems, ability to accurately handle and reconcile cash and credit card transactions
  • Ability to respond appropriately to emergencies with provided training
  • Strong computer and Microsoft Office skills
  • Able to work a flexible schedule including one weekend day weekly, at least one full weekend a month, and occasional evenings
  • Physically able to be on one’s feet for up to 8+ hours and travel distances of up to 1.5 miles on variable terrain
  • Able to lift 30 lbs.

Desired:

  • Coursework or experience in Math, Science, Environmental Education, Wildlife, Museum Studies or similar field
  • CPR/First aid certification
  • Conversational Spanish, French, Mandarin

 

 
Shift Days  
Pay Range 19.00/ hour  
EOE Statement The Museum of Life and Science is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. In addition, we will provide reasonable accommodation for individuals with disabilities to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. As an equal opportunity employer, we value the differences and benefits that a diverse culture brings. Join us!
 
Category Guest Services  

This position is currently accepting applications.

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