Sales and Guest Services Manager

Description:
Position Summary: The EcoTarium, A Museum of Science & Nature, seeks a Sales and Guest Services Manager to handle all aspects of the daily operation of the Department. Responsibilities include supervising and coordinating the work of the reservations office and floor staff to ensure that the EcoTarium operates efficiently and provides for an exceptional guest experience.  The Manager makes sales, takes reservations, produces and monitors their department budget, manages the guest services data bases, oversees the birthday party program and handles guest safety. Successful candidates must be highly organized, flexible, possess solid computer skills, have extensive customer service experience and possess an entrepreneurial spirit.
Responsibilities:<ul “margin-top:0in”=”” type=”disc”>

  • Handle all aspects of the day-to-day operations of the Sales and Guest Services Department, including the Ticket and Information Desk, gatehouse, museum shop, Reservations Office and Birthday Party program
  • Hire and provide training, cross-training, mentoring, leadership, supervision and evaluation of the Sales and Guest Services staff
  • Produce staff work schedule and coordinate staffing for day-to-day operations, special events, facility use and other special needs
  • Develop and implement written staff protocols, guidelines and expectations
  • Develop an on-going training program and staff meeting schedule to ensure a basic level of shared knowledge and to build expertise 
  • Offer customer service training to staff across departments and to volunteers
  • Work across departments to identify ways to increase admissions and museum shop sales, birthday parties, program usage, train ridership and memberships
  • Operate VISTA cash and reservation systems and POS, including maintaining VISTA with all scheduled events and room use; booking and tracking individual and group reservations for admissions and programs; and run updates and reports
  • Reserve and track granted groups and monitor all requirements allowed under the grant
  • Produce and monitor Sales and Guest Services budget
  • Work collaboratively with other departments on event planning, volunteer needs, sales reporting, pricing and birthday party content
  • Monitor customer service, exhibit/facility upkeep, lost guest, accident/incident intervention and reporting and other direct impacts on the guest experience

<b “line-height:=”” 20px;”=””>Non-Essential Functions:

  • Prepare for and actively participate in staff trainings and meetings
  • Serve on ad-hoc committees
  • Other duties as may be assigned
Qualifications:
<ul “margin-top:0in”=”” type=”disc”>

  • BA/BS degree and at least 3 years of experience in management and customer service
  • Prior supervisory experience required
  • Demonstrated ability to foster a positive, productive work environment, and a dedication to creating and maintaining a strong customer service culture
  • Must work well with diverse audiences and exercise sound judgment, tact and diplomacy
  • Excellent written, organizational and interpersonal communication skills
  • Proven ability to prioritize multiple demands and deadlines in a fast-paced environment
  • Highly organized, creative problem-solver with excellent follow-through
  • Proficiency in Microsoft Office and database programs
  • Prior cash handling and cash draw management experience expected
  • Able to navigate the building and grounds, and/or stand for long periods of time, and work in a highly sensory and stimulating work environment due to constant interaction with guests
  • Certified in CPR/First Aid or be willing to take a CPR/First Aid course provided by the EcoTarium
  • Must possess a high level of initiative and have an entrepreneurial spirit
  • Previous work in a museum, zoo, or in a formal and/or informal education setting a plus
  • Fluency in Spanish desired

Must pass a CORI background check in accordance with EcoTarium guidelines

How To Apply:
Please send a cover letter telling us how you can provide a wonderful guest experience along with your resume and names of three professional references to:
Human Resources,<b “font-family:=”” tahoma;=”” font-size:=”” 11pt;”=””>
Attn:  Manager, Sales & Guests Services Search
EcoTarium
222 Harrington Way
Worcester, MA 01604  Or email: resume@ecotarium.org with “Manager, Sales & Guests Services Search” in the subject line.  Application Review – Begins August 17, 2015 AA/EOE
Apply by:
September 24, 2015