Sales and Guest Services Manager


Position Summary:

The EcoTarium, A Museum of Science & Nature, seeks a Sales and Guest Services Managerto oversee all aspects of the daily operation of the Department. Responsibilities includesupervising 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 ensures guest safety. The Manager is the point of contact for issues that affect day-to-day operation of the museum and grounds and takes part in planning and development of projects and policies. Successful candidates must be highly organized, flexible, possess solid computer skills, have extensive customer service experience and possess an entrepreneurial spirit.


  • Oversee 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 with team leaders
  • 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
  • Run morning meetings with daily updates
  • Offer customer service training to staff across departments and to volunteers
  • Work across departments to identify ways to increase earned income
  • Operate VISTA cash and reservation systems and POS, including maintaining VISTA for all scheduled events and room use; booking and tracking individual and group reservations for admissions and programs; and running updates and reports with reservations team
  • Produce daily maps and stanchion signs
  • Reserve and track granted groups and monitor all requirements allowed under the grant
  • Produce and monitor Sales and Guest Services budget
  • Work collaboratively with management on policies and procedures and 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

Non-Essential Functions:

  • Prepare for and actively participate in staff trainings and meetings
  • Serve on ad-hoc committees
  • Other duties as may be assigned


  • BA/BS degree preferred
  • A minimum of 3 years of experience in management and customer service
  • Prior supervisory experience required
  • Reservations experience
  • 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 under any weather conditions 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 about your management style and customer service philosophy along with your resume and names of three professional references to: Human Resources,Attention: Manager, Sales & Guests Services Search, EcoTarium, 222 Harrington Way, Worcester, MA 01604

Or email: with “Manager, Sales & Guests Services Search” in the subject line

Application Review – Immediate until filled.


Apply by:
April 01, 2016