Guest Relations Experience Manager (NC, Durham)

Position Objective : Supports the Museum's mission through effective management of the Guest Relations Experience 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 and operational needs are being met.

Responsibilities :

• Provide leadership and supervision for the management of the Museum's Guest Relations functions performed by the Guest Relations Management Team, with a focus on Rangers and Train Drivers.
• Co-lead team responsible for smooth running of daily guest operations of our 84 acre campus.
• Participate in management team coverage (MOD) as scheduled and when needed.
• 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.
• Manage to budget and focus on meeting all department goals including visitation and revenue.
• Focus on opportunities and training for the Experience team to deliver high level, consistent guest interactions.
• 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 experience focused service development.
• Train leadership on managing guest / member expectations and complaints. Lead team in de-escalation planning and practice.
• Oversee Guest Relations policy and procedure development and compliance along with GR Welcome Manager.
• Manage staff hiring, scheduling, and corrective action.
• Lead Assistant Managers in hiring and effective management for their own areas of oversight and projects.
• Work with Assistant Managers to set and support professional development targets.
• Support GR Welcome Manager in maintaining accurate monetary transactions, complete deposits, and monitor daily sales (including membership, train, etc.).
• Manage department budget and forecasting.
• Work in concert with GR Welcome Manager to provide a cohesive guest experience by reporting and reacting to trends.
• Work with Museum colleagues to create engaging experiences for our visitors.
• Contribute to improving the guest experience by alerting appropriate departments when problems arise and handling visitor complaints and emergencies.
• Lead the organization in response to safety and emergency situations; 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 : $55,500 / annually

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