Reports To: Director of Marketing & Guest Services
Scheduling: Full Time
Kohl Children's Museum of Greater Chicago is a nonprofit organization whose mission is to provide experiences and memories to build a foundation for a lifetime of learning. Through our museum space in Glenview, IL, we offer engaging learning environments featuring interactive exhibits and programs that encourage young children to become effective learners through play. As part of our commitment to ensuring that every child has access to the best learning experiences possible, we extend our footprint throughout the Chicagoland area through outreach programs, traveling exhibits, and partnering with educators to inspire meaningful change in the education of young children.
The Guest Services Manager is part of a supervisory team responsible for day-to-day oversight of the Guest Services staff including managing staffing levels and schedules, and facilitating training and development. The Guest Services Manager oversees the operations of Guest Services, including ensuring a guest-friendly front desk experience, managing general admissions, collaborating with the Membership Manager to reach membership sales goals, measuring and reporting on goals to management, and overseeing a proactive continuous improvement process for Guest Services.
Essential Duties And Responsibilities
Assume timely and accurate fiscal responsibility for front desk, including cash handling and controls, recordkeeping, data entry and accounting systems related to admissions and other sales transactions
Work with the Director of Communications and Membership Manager to establish and enforce monthly and weekly sales goals along with strategizing sales, up sell and membership sales techniques
Be a role model for excellent customer service to ensure a high-quality experience for all visitors
Create and maintain monthly department staff schedule; create and manage the daily employee break schedule; participate in the work rotation as needed
Act as first responder in emergency situations such as, first aid, evacuation, and lock downs. Ensure staff are adequately trained in youth-appropriate interaction, emergency response, etc.
Supervisory Responsibilities
Supervise, mentor and coach Guest Services staff in all aspects of their roles and responsibilities
Train staff and volunteers on Front Desk duties and customer service standards; conduct training for all new staff on departmental processes and procedures, including new hire information, safety, exhibits, and sanitation procedures
Write annual and bi-annual performance evaluations for Front Desk staff and meet with team individually at established review periods; address performance concerns with Front Desk staff as they occur, with guidance or direction from Director of Communications and/or Human Resources
Lead daily staff meetings to discuss Museum programs, initiatives, and special events
Assist with staffing management of Visitor Experience team by reviewing resumes, interview candidates, and make hiring decisions
Assist with staffing needs of Visitor Experience team by providing staff if possible to fill in for VE shortages on a temporary basis
Additional Responsibilities
Manage Museum floor during peak times
Attend and participate in internal meetings
Orient field trip groups, as needed
Maintain appropriate levels of office supplies for the front desk
Maintain training procedures for Museum Guest Services duties
Process all correspondence from members including applications, renewals, inquiries and gift memberships
Maintain all membership information into Museum database
Support the management of the monthly membership renewal program
Perform other duties as assigned
THE IDEAL CANDIDATE WILL POSSESS THE FOLLOWING:
Bachelor’s degree or equivalent work experience in a customer service role
A minimum of 2 years’ management experience working with young children or in a customer service environment
Experience in a non-profit environment preferred
Excellent customer service skills and proficiency in conflict resolution; experience coaching staff on performance matters
Excellent organizational skills with ability to manage deadlines and prioritize workload to meet business needs
Friendly demeanor and ability to work with individuals of all levels of an organization
Exceptional oral and written communication skills
Proficiency in office technology and software (Microsoft Office suite)
Ability to maintain confidentiality and exercise discretion in handling sensitive material
Familiarity with database management or Point-of-Sale system (experience with Altru/Blackbaud system preferred)
Must have flexibility with work schedule, as necessary, to support weekend scheduling and/or evening activities
For more information about the position or the Museum, please visit www.kohlchildrensmuseum.org.
Kohl Children’s Museum is anequal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Museums, Historical Sites, and Zoos
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