Description:
DCM’s Guest Experience Managers:
- Supervise the daily activities of GEFs with a professional, patient, and approachable manner.
- Manages and coaches performance of GEFs, provide performance management reviews, both formal and informal, on an ongoing basis for GEFs.
- Cultivate a strong, positive team atmosphere by actively listening, supporting, coaching, and celebrating new and existing team members.
- Serve as Manager on Duty and provide excellent guest service by responding to and resolving guest questions and concerns and assist GEFs with guest service issues as needed.
- Proficient in all areas of guest experience including operating point-of-sale system and front desk operations, exhibit facilitation and cleaning, guest service skills, knowledge of Museum programs and offerings, etc.
- Leads the training and development of GEFs, with assistance from Guest Experience Senior Manager, as it relates to the Museum’s philosophy and Learning Framework, guest services and sales techniques, facilitation of exhibits and programs, and effective safety and cleaning procedures.
- Create and manage daily scheduling for all aspects of the Guest Experience operation, including all GEF posts and daily programming.
- Participate and/or lead morning or afternoon meetings with GEFs and oversee opening and closing procedures.
- Assist in the supervision of volunteers during assigned Guest Experience shifts and recognize and appreciate their contribution to the Museum.
- Provide guidance to guests in the event of an emergency and assist in the Incident Report process.
- Assist the Guest Experience Senior Manager in coordinating and communicating new initiatives and programs related to guest experience.
- Stay up to date on museum events, programs, promotions, policies and procedures in order to properly train GEFs and assist guests.
- Maintain a fun and professional appearance and demeanor; adhering to the provided dress code.
Job Relationships:
- Reports to Guest Experience Senior Manager.
- Lead Guest Experience Facilitators report to this position.
- Guest Experience Facilitators report to this position.
- Assist and collaborate with other Museum departments as needed.
- Maintain excellent relationships with community partners, schools, and other organization personnel.
- This role assists in the management of employee(s) and/or volunteers and helps direct, coordinate, and evaluate these individuals.
Education and Experience:
- Experience and interest in working with young children and families required.
- Minimum of two years’ experience in guest-facing museum positions, guest service or sales, teaching or coaching children or youth, improvisation or theater, or in a STEAM related field.
- People management experience, a plus.
- Experience with Altru Point-of-Sale system or related system, a plus.
- Experience and proficiency with Google Suite and MS Office.