Company Info
Phillip and Patricia Frost Museum of Science
1101 Biscayne Blvd
Miami, FL, United States

Phone: 3054349561
Web Site: https://www.frostscience.org/

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Company Profile




Guest Experience Manager


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Job ID:

1256

Location:

Miami, FL, United States

Category:

Customer Service
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Job Views:

86

Zip Code:

33132

Employment Type:

Full time

Posted:

10.29.2019
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Job Description:

SUMMARY: 

The Patricia and Phillip Frost Museum of Science is seeking a full-time Manager of Guest Experience. The Guest Experience Manager must embrace and model outstanding customer service, run efficient business operations and develop high employee morale for the Guest Experience team members. This position works with the Director of Guest Experience & SVP, Marketing and Guest Experience, managing the daily operations of the museum, supporting the Guest Experience team to ensure consistent high standards of customer service, and efficient overall floor operations. Serves as a role model to the front line staff leading by example, coaching and motivating a team of 60+ employees each day in a 365-day operation. Oversees Guest Experience ambassadors, specialists, and volunteers. Communicates effectively with other Guest Experience Managers, Volunteer Coordinators, Membership, Retail, Food Service, Security, and Environmental services supervisors on a daily basis to maximize the guest experience and overall building traffic flow.

KEY DUTIES AND RESPONSIBILITIES:

  • Manages staff and floor operations, spending 85% of the time ensuring guest satisfaction, flow, and safety
  • Assists with onboarding, team development, implementation of customer service standards and training, counseling, appraisal and recognition
  • Responds immediately to all guest complaints and issues using best judgment to resolve any issues to the guest’s satisfaction 
  • Proactively and quickly adjusts staffing levels when necessary
  • Advises senior leadership on logistical and operational issues, along with opportunities surrounding revenue and guest experience 
  • Serves on other teams as assigned
  • Effectively works across all Frost Science departments to ensure smooth operations and resolve issues related to day-to-day operations
  • Adheres to budgeting/accounting practices as it relates to payroll and expenses
  • Ensures that staff schedule and payroll are done by the Assistant Guest Experience Manager, according to daily attendance projections and trends
  • Other duties as assigned

Job Requirements:

MINIMUM JOB QUALIFICATIONS/EDUCATION:

  • Associates degree (A.A.) or 2-3 years of related experience and/or training; or equivalent combination of education and experience.
  • Preferred: 2-5 years in a high-volume, guest-focused environment
  • Experience managing a large team (50+)
  • Experience with complex ticketing system (Tessitura preferred)
  • Must be able to handle confidential and financial information
  • Willingness to adhere to professional Frost Science standards and practices
  • Attention to detail and excellent customer service, whether in person or by other communication methods
  • Strong knowledge of Microsoft Office and Excel
  • Knowledge of When To Work, Tessitura and Paylocity a plus
  • Mature, professional appearance
  • Clear, concise, business-like communications skills with staff and the public are essential
  • Calm and collected demeanor, willingness to support the team at every level
  • Must have strong written and verbal communication skills
  • Must have a guest focus and a commitment to excellence
  • Must be willing to uphold service standards and administer corrective action when necessary 
  • Detail oriented and exceptional organizational skills required
  • Oversee and assist with floor operations as needed or in the Director’s absence  
  • Ability to work evenings, holidays and weekends as scheduled
  • Excellence in English language (oral and written) required; preference for bilingual Spanish

WORKING CONDITIONS AND PHYSICAL EFFORT:

  • The working environment is both the interior and exterior spaces of the museum. Must be able to stand for long periods of time, move quickly from space to space to quickly resolve issues and oversee Guest Experience team members. 
  • Must be able to work for extended periods of time in elements such as sun, rain, heat, wind, etc. 
  • Daily tasks require variety of physical activities, related to walking, standing, stooping, sitting, reaching, lifting (up to 50 lbs.)

Equal Opportunity Employer M/F/D/V 

Please apply online: https://www.frostscience.org/careers/