Assistant Manager, Visitor Engagement

SUMMARY

We are seeking an experienced and outstanding Assistant Manager for our Visitor Engagement Department. If you are ready to join a team of passionate curiosity-driven individuals and make a difference, the Exploratorium wants to talk to you!

The Visitor Engagement Assistant Manager is a multi-department position responsible for supervising daily museum operations, such as membership, ticketing and retail, as well as the programs that support learning experiences for all visitors. The position is responsible for assisting the Visitor Engagement Managers with staff supervision and morale, fiscal responsibilities, sales growth, maintaining supplies and equipment, and providing ongoing training and professional development. The Visitor Engagement Assistant Manager has flexibility to shift their focus between management of Visitor Experience Facilitators, Shipping & Receiving, Reservations Office, and High School Explainers, based on needs of the team and seasonal staffing demands.

The ideal candidate will have the ability to work collaboratively, possess exceptional organizational and leadership abilities, and demonstrate a technical aptitude with point-of-sale systems and a commitment to exceptional visitor service. In addition, the ideal candidate will have a proven ability to analyze and solve problems, establish and meet goals, set priorities, handle diverse responsibilities and deadlines, monitor safety on the museum floor, and manage a diverse staff. This position reports to the Visitor Engagement Managers.

ESSENTIAL FUNCTIONS

• Manage daily operations of the Visitor Engagement department.
• Plan and lead professional development and meetings for staff on professional skills, science content and facilitation, assist in organizing and leading ongoing training.
• Participate in the interviewing and hiring process for Visitor Engagement Facilitators to ensure excellence in the operation of the Museum’s retail and visitor operations and to promote and achieve a consistently high level of customer satisfaction.
• Develop and maintain a team-oriented environment. Maintain effective lines of communication between staff and management.
• Coordinate with Visitor Engagement management team and other museum departments to ensure timely communication of essential information to staff.
• Supervise daily operations of the Visitor Services department; plan for adequate supervisory coverage when primary management staff is unavailable.
• Assist in defining and overseeing policies, work assignments, daily meetings, and motivation to meet/exceed department standards.
• Create department work and break schedules; assist in approving timesheets as needed.
• Write and deliver staff performance evaluations; monitor performance and development and provide timely feedback; maintain confidentiality where appropriate; progressive discipline as needed.
• Model appropriate behavioral standards for staff; set pace for work quality and productivity.

Fiscal Responsibilities and Sales Growth:

• Meet or exceed net income targets in a manner consistent with the mission and character of the Exploratorium.
• Maintain equipment and systems in close coordination with the Information Technology department.
• Assist in the coordination of reporting data to museum staff.
• Complete fiscal day/month/year accounting and reporting procedures with a high level of accuracy; produce custom reports as needed.
• Work within established budget assisting with fiscal cash deposits, audits, reconciliation, and inventory control.
• Assist with accurate and timely completion of scheduled inventories and database maintenance.

Customer Service/Sales:

• Ensure that consideration of the visitor experience is at the forefront of all policies and operations.
• Meet or exceed service metric targets.
• Build sales using various techniques (add-ons, substitutions, active listening, product demonstration, etc.) and sincere approaches which demonstrate an analysis of the guests’ needs.
• Use initiative & enthusiasm on the floor, engage customers in friendly & helpful interactions.
• Handle guest concerns with professionalism- demonstrate exceptional conflict management and resolution skills.
• Respond to and resolve guest issues; report areas of ongoing concern to appropriate parties.
• Model and maintain positive interactions with customers-demonstrating a positive “say yes” attitude.
• Train Visitor Engagement staff on upcoming promotions, museum programs and events. Ensure successful execution, both with the staff and within systems.
• Maintain appearance and functionality of guest queues, ticketing areas, retail stores, guest amenities, and related spaces with a focus on guest and staff safety at all times.
• Work cooperatively with other museum departments to ensure an integrated guest experience.
• Perform other duties and assignments as needed.

MINIMUM QUALIFICATIONS

• BA/BS degree or a minimum of 5 years of experience preferably in the hospitality/retail industry or an attendance-based environment.
• Minimum 2 years supervisory experience required.
• Must be available to work shifts that include weekend, evening and holiday hours.
• Must be available to work on site at the Exploratorium.
• Diplomatic and decisive leader with excellent organizational and time management skills.
• Demonstrated experience in front line customer relations and complaint resolution.
• Excellent organizational, interpersonal and communication skills.
• Demonstrated customer service experience and previous cash handling experience required.
• English proficiency required; bilingual skills an asset (Spanish or Cantonese a plus).
• Be or be willing to become First Aid/CPR certified and maintain certification.
• Able to move from place to place which may include standing and/or walking for extended periods of time; lift and carry up to 75 pounds short distances.

PREFERRED QUALIFICATIONS

• Previous experience with Siriusware or other ticketing system preferred.
• Experience and ability to lead work that advances equity, DEAI and anti-racism.
• Experience engaging in or leading conversations around identity, race and privilege.
• Experience in informal learning institutions.
• Bilingual/Multilingual.
• Cash handling/POS system experience.
• Background in working with youth.
• Knowledgeable of de-escalation tactics.
• Experience working with the public in front-facing roles.

PHYSICAL REQUIREMENT

The 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.

• Able to move from place to place which may include standing and/or walking for extended periods of time; lift and carry up to 50 pounds short distances.
• Able to work in a noisy and sometimes chaotic environment and be flexible under a variety.

APPLICATION DEADLINE

This position is open until filled.

HOW TO APPLY

This is a regular, full-time (37.5 hours per week), exempt non-union position that includes benefits. The salary range for this role is $65,800 to $67,300 DOE. Please, no phone calls in regards to this job. To apply, please visit the Exploratorium job page.

The Exploratorium is proud to be an equal opportunity employer and values diversity, inclusion and respect. We welcome and strongly encourage applicants from all backgrounds. All qualified applicants will receive consideration for employment.

Exploratorium

Piers 15/17, San Francisco, CA 94111

Website: . No phone calls, please

The Exploratorium is committed to a diverse workforce.