Manager of Guest Relations [Woodruff Arts Center, Atlanta, GA]

Department:                                  Marketing and Communications – Membership

Reports To:                                    Senior Manager of Membership and Guest Relations

FLSA:                                                Exempt

Employment Status:                  Regular/Full-time

POSITION SUMMARY: 

The Manager of Guest Relations supervises the Front of House Operations for the High Museum of Art to ensure a welcoming atmosphere and positive experience that engages members and visitors and encourages them to expand their involvement in the High Museum of Art. The individual in this position is directly responsible for delivering $700K+ of onsite membership sales.

Work Schedule:

• Tuesday – Saturday with some evening event hours

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Supervise and coordinate all aspects of day-to-day operations of membership sales and customer service activities, including front-of-house and back-office functions for member and visitor ticketing.
• Recruit, interview, and hire full-time and hourly team members based on attendance and sales expectations.
• Operate the daily process and ensure staff are executing properly, when fulfilling member cards and materials on-site.  Responsible for training staff to accurately enter on-site sales data into Tessitura.
• Work a Wednesday through Sunday schedule (Museum is normally open Tuesday through Sunday).
• Assist Senior Manager of Guest Relations in delivering comprehensive training and development programs to all front-of-house staff.
• Communicate effectively with Shop, Facilities, and Security to provide a positive and engaging visitor experience.
• Ensure that staff maintains organized appearance of on-site sales desks and that all materials, information, brochures, and the information racks are current and well stocked.
• Be knowledgeable of various High Museum of Art operations, as they relate to visitor experience and sales of tickets and/or memberships.
• Must be able to provide information on Museum exhibitions, collections, programs and events as well as general information on the Woodruff Arts Center.
• Responsible for developing weekly work schedules for Guest Relations staff.
• Responsible for leading weekly operations meeting.
• Maintain and update recorded telephone information for the Museum (ie. general information, Museum hours, special exhibitions/programs, etc.)
• Work with appropriate staff to oversee and develop Tessitura ticketing system needs – develop and refine ticketing and procedures, as needed.
• Monitor attendance capacity and formulate strategies for crowd control.
• Participate in the budget planning process and projections.
• Supervises team of approximately 15 – 20 full-time, part-time and temporary staff.
• Other duties, as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• 5 years of customer service, sales or other relevant experience.  3 years of supervisory experience.
• Museum or attraction experience preferred.
• College degree preferred

Skills and Abilities:

• Demonstrated success in a goal-driven, results-oriented environment.
• Excellent managerial skills and demonstrated ability to motivate and create enthusiasm among a team.
• Ability to handle and balance many responsibilities in a calm and efficient manner.
• High level of self direction, self-motivation and ability to set priorities.
• Strong team player with ability to influence others.
• Energetic and work under pressure in a fast-paced environment.
• Skilled problem-solver
• Strong organizational capabilities and attention to detail.

Physical Demands/Work Environment:

The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Some standing, walking, bending, frequent use of hands, stooping and light lifting (at least 10 pounds) is needed.
• The noise level in the work environment is usually moderate.