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Title

Guest Relations 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 through effective management of the Guest Relations operation and management team; establishing and maintaining a positive work environment, providing leadership to set and maintain standards and training for exemplary service and effective sales strategies, and ensuring a positive guest experience while ensuring operational needs are met.

Responsibilities

  • Provide leadership and supervision for the management of the Museum’s Guest Relations functions performed by the Guest Relations Management Team, Admission Desk, Reservations, and Park staff (rangers, train operators, parking).
  • Head team responsible for smooth running of daily guest operations of our 84 acre campus.
  • Participate in management team coverage as co-manager when needed and to stay connected to activity.
  • Maintain an exemplary level of customer service at all touchpoints of the operation.
  • Maintain an effective communication plan that meets the needs of the management team and all front-line staff for daily operations, activities, and events.
  • Develop and maintain a dependable staffing plan that meets operational needs utilizing part-time staff.
  • Monitor visitation history and key indicators (e.g., school calendars, holidays) for planning operational and staffing needs.
  • Plan proactively for seasonal variations in scheduling and communication for optimal operational effectiveness.
  • Ensure an effective onboarding and training process for all positions, maintaining high standards for meeting customer and department needs with organizational competency, including sales training for optimizing membership acquisition and retention.
  • Train leadership on managing guest/member expectations and complaints. Lead team in deescalation planning and practice.
  • Lead the organization in response to safety and emergency situations.
  • Oversee Guest Relations policy and procedure development and compliance
  • Manage staff hiring, scheduling, and corrective action.
  • Lead Assistant Mangers in hiring and effective management for their own areas of oversight and projects.
  • Work with Assistant Managers to set and support professional development targets.
  • Maintain accurate monetary transactions, complete deposits, and monitor daily sales (including membership, train, etc.). Collaborate with Museum Accounting team to ensure proper financial procedures are followed.
  • Manage department budget and forecasting.
  • Design and implement plans to enhance guest experiences.
  • Work in concert with other teams to provide a cohesive guest experience by reporting and reacting to trends.
  • Work with Museum colleagues to create engaging experiences for our visitors.
  • Collaborate with Database Administrator to develop and maintain policies and procedures that ensure integrity of member and reservations data.
  • Contribute to improving the guest experience by alerting appropriate departments when problems arise and handling visitor complaints and emergencies.
  • Attend and participate in Emergency Coordinator training as well as act as Emergency Coordinator when the need arises.
  • Facilitate regular department meetings to work on systems structures and processes, formulation and/or adjusting best business practices.

 

 

Actual Pay Rate: $57,800/annually

 
Position Requirements

Required:

  • Degree in Business, Hospitality or related field and 4 + years of experience or 8+ years of experience in relevant field
  • 2+ years leadership/ supervisory experience
  • Excellent customer service training skills
  • Experience hiring, scheduling, and managing 25+ F/T and P/T employees
  • Ability to manage and act in all functions of the department both indoors and out on 84-acre campus
  • Keen observation skills and desire to be proactive about visitor needs and guest environment
  • Creative problem-solving skills
  • Experience developing, tracking and analyzing sales objectives and performance
  • Experience managing budget and forecasts
  • Experience with point-of-sale systems, ability to accurately handle and reconcile cash and credit card transactions
  • Strong interpersonal skills including the ability to work collaboratively
  • Willingness to work flexible schedule including at least one weekend day per week
  • Ability to work with a diverse population
  • Excellent oral and written communication skills
  • Able and willing to embrace Museum mission

 

Desired:

  • Science center, museum, zoo or amusement park experience
  • Bilingual skills
  • CPR/First Aid Experience
 
Shift Various Shifts  
Pay Range $57,800/annually  
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 not accepting applications.

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



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