Guest Service Manager [Musical Instrument Museum]

Posted: November 3, 2014

The Mission of MIM:  MIM enriches the world community by collecting, preserving and making accessible high quality musical instruments, images and music from every country in the world.  We celebrate our world’s diverse musical cultures and foster global understanding by engaging our guest with a world class interactive experience, a welcome and fun environment, dynamic programming and exceptional musical performances.  For more information visit our website at MIM.org

Overview:  This Guest Service Manager is responsible for the oversight and continuous development of the Guest Service function of MIM’s operation, while building and sustaining a guest-friendly culture.  In direct partnership with other departments and our Volunteer staff, the Guest Service Manager will ensure an exceptional guest experience that reflects and reinforces the MIM brand for more than 200,000 visitors per year.  These responsibilities includes admission and membership sales, box office management and ticket sales for MIM’s 300-seat music theater, scheduling and supervision of Guest Service associates, oversight of Volunteer team member assignments, acting as the main information desk, and coordination of the GuidePort audio system issued to all guests.

Primary Responsibilities:

• Develop and maintain all operating policies and procedures for guest service and ticket sales in the lobby, over the phone, and online.  Establish, communicate, and ensure compliance with policies for sales, reports, customer service, cash handling, returns, and box office opening and closing procedures.
• Assist in the development and delivery of world-class customer service training (Fast, Fun, & Friendly) to the organization, including Volunteer Team Members.
• Maintain proficiency in and manage all activity in the Patron Edge and Patron Edge Online software packages.
• Guest Service Manager will oversee and be responsible for all inbound phone activity to the Museum, but not limited to monitoring and implementing solutions to minimize phone queue wait time, not to exceed 20 seconds.
• Promptly respond to all guest comment cards and emails with 100% completion.
• Minimize team member turnover through professional development and growth opportunities, while fostering a high-performance culture in Guest Service.
• Reduce cash shortage/overages utilizing cash handling best practices as directed by the Finance department.
• Select, train, schedule, and manage performance and brand representation of all guest service leads and associates.
• Provide coaching and development to ensure high levels of service to all guest.
• In conjunction with the MIM Music Theater and Marketing departments, administer events, discounts, ticket content, reports, and other entries in the ticketing system.  Print tickets and manage will-call process for events as needed.
• Manage the process for proper scanning, distribution, tracking, cleaning, storage, and charging of the guidePort units and headsets.
• Oversee the guest service associates managing the correspondence and scheduling of adult tours as part of our Tourism Marketing initiative.
• Manage the daily activities and key functions of Guest Service that also include wheelchair check out, bag check, lost and found, switchboard function, ticket stock, collateral material and postcard refills, monoliths/signage, umbrellas, etc.
• Review and update equipment maintenance contracts annually.

Skills/Requirements:

• Bachelor’s degree and proven success (minimum 3-5 years’ experience) in a management role in Guest Services in a large museum or similar institution.
• Box office experience strongly preferred.
• Direct experience with the Patron Edge and The Patron Edge Online is preferred.
• Strong computer skills in Windows-based applications, including Microsoft Office.
• Excellent verbal and written communication skills.
• Prior experience delivering formalized guest service training; excellent public speaking skills and experience with adult learning/training.
• Ability to cheerfully and exercise patience and sound judgment in a variety of situations, especially in direct interactions with the public.
• Consistent focus and attention to the MIM brand in all matters of Guest Service.
• Demonstrates strong leadership skills and possesses the ability to develop and maintain collaborative relationships across the museum.
• Evenings and/or weekends may be required as appropriate.

Qualified candidates should click on the link below to apply, uploading resume and cover letter.  Please note that resume and cover letter must be scanned or merged into one document, as the system will only allow one upload per candidate.  Thank you!

https://home.eease.adp.com/recruit/?id=11226461