Guest Services Manager

Job Description

Title: Guest Services Manager

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
  
  

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability
• Paid Time Off
• 401(k)
• Employee Assistance Program
• Museum Membership
  
  

WORKING CONDITIONS

Customary office-related activities: standing, walking, sitting, bending

Ability to lift containers up to 15 pounds

For more information about the position or the Museum, please visit www.kohlchildrensmuseum.org.

Kohl Children’s Museum is an equal 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.