Sales / Guest Services Manager – EcoTarium – Worcester, MA

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.

Qualifications:

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

Responsibilities:

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

Non-Essential Functions:

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

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,Attention: 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

www.ecotarium.org

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