GUEST SERVICES MANAGER Job in Tacoma 98121, Washington US
Lemay – America’s Car Museum is currently seeking candidates for the following position:
Guest Services Manager
Position Open: March 23, 2012
Position Closes: When Filled
Department: Guest Services
FLSA Class: Executive Exempt
FTE Status: 1.0 (Full-time)
Salary range: Commensurate with Experience
Reports to: Chief Operations Officer
Supervises: Guest Services Employees and Volunteers
Driving Class: Preferred
General Position Summary:
The Guest Services Manager originates, guides, and manages the overall guest services experience within the museum and outside events to ensure maximum guest satisfaction. Areas of oversight and responsibility include, but are not limited to: Ticketing and admissions; Membership sales; Attractions, including the operations of simulators, slot cars, and Kids Zone; Functioning as the liaison for the contracts governing the retail store and café services; Managing Guest Services’ employees and volunteers, including staff selection/hiring, training, scheduling, and performance management; Implementation and monitoring of the cash management, reporting, auditing and security protocol; and, Functioning as an expert in the Altru POS ticketing and admissions system.
The Guest Services Manager establishes and promotes a high performance, customer focused culture that empowers employees to meet the needs of our customers so as to provide the ultimate auto museum experience to all who visit.
Required Qualifications Include:
A Bachelor’s Degree in Business Administration, Public Administration, Non-profit Management, Communications, or related field. (Related work experience may be substituted year for year for the educational requirement);
Three years management experience in attractions, events, ticketing or restaurant operations;
Supervisory experience that includes, managing multiple reports with oversight of staff selection/hiring, scheduling, training, and performance management;
Experience with budget development and meeting financial targets, including labor management costs;
Experience using a point of sale system with an in depth understanding of ticketing/sales and cash handling procedures;
Detail-oriented with the ability to work with financial reports and daily cash balancing;
Professional communication skills including written, oral, presentation, and interpersonal skills;
The skills and ability to foster effective working relationships with volunteers and employees;
An understanding and ability to provide service excellence through product delivery, staff interactions and consistency in all Guest Services’ functions;
An ability to be a positive role model, coach for service excellence, and act as a museum leader for guest services’ employee and volunteer training, deployment, and implementation;
Effective leadership skills that can energize work teams to respond to the Museum’s business needs.
The proven ability to: promote and manage an effective team environment, set and meet goals, and manage projects to completion with minimal supervision;
An ability to effectively multi-task and coordinate between different projects and/or departments while remaining organized and solution focused;
The ability and commitment to remain sensitive and responsive to the diverse needs and cultural differences within the organizations employment, guest, and client population;
A willingness to maintain personal scheduling flexibility to cover special events, late evening events, and emergencies as the needs of a seven-day operation may require;
Proficient in the use of MS. Word, Excel, Power Point, Outlook; and Web browsers;
The ability to lift up to 30 lbs. as needed, stand and sit for extended periods of time, bend and stoop regularly, manipulate items with fingers frequently, operate a computer and POS regularly, visually monitor employee and guest activities constantly, and effectively communicate verbally with guests, employees, and management at all times;
Preferred Qualifications Include:
Direct senior management experience working in a Guest Services Management role within the entertainment/attractions industry.
Experience working within the attractions industry
Experience using the Altru ticketing and sales POS by Blackbaud.
About LeMay – America’s Car Museum:
The LeMay―ACM is a non-profit organization chartered to preserve and interpret the history and technology of the automobile and its influence on American culture, Celebrating America’s Love Affair with the Automobile. The LeMay―ACM is located in Tacoma, and is dedicated to securing and interpreting the valuable LeMay Collection and to acquiring, preserving and interpreting additional collections and artifacts that explore broad themes of American mobility and lifestyle in an instructive and entertaining manner. The Museum has recently completed construction of a new museum building in Tacoma to showcase and provide a permanent home for the collection. The Museum will sustain its vital public service through viable, professional operations and complementary alliances. For information about the museum, visit www.lemaymuseum.org
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Application Instructions:
Application Materials Include:
- Cover letter (Reference Job#M.438)
- Resume
- Professional references
- Salary history
E-mail to: HR@lemaymuseum.org
OR
Mail to: Attn: Human Resources, LeMay – America’s Car Museum, P.O. Box 1117, Tacoma, WA 98401.
