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Frontline Assistant Manager - Exploratorium

Frontline Assistant Manager - Exploratorium

The Frontline Assistant Manager is a multi-department position responsible for supervising daily operations of ticketing, retail and membership. The position is responsible for staff supervision and morale, fiscal responsibilities and sales growth. The ideal candidate will have the ability to work collaboratively with multiple departments, possess exceptional leadership abilities and customer service skills, technical aptitude with point of sale systems, excellent organizational, analytical, marketing and public relations talents. The ideal candidate will also demonstrate a proven ability to analyze and solve problems, establish and meet goals, set priorities, handle diverse responsibilities and deadlines, and manage an eclectic, energetic staff.

ESSENTIAL FUNCTIONS

Staff Supervision:

  • Participate in the interviewing and hiring process for guest service associates to ensure excellence in the operation of the Museum’s retail and visitor operations and to promote and achieve a consistently high level of customer satisfaction

  • Develop and maintain a team-oriented environment. Maintain effective lines of communication between staff and management

  • Coordinate with frontline management team and other museum departments to ensure timely communication of essential information to staff

  • Supervise daily operations of the frontline department; plan for adequate supervisory coverage when primary management staff is unavailable

  • Assist in defining and overseeing policies, work assignments, daily meetings, and motivation to meet/exceed department standards

  • Create department work and break schedules; assist in approving time sheets as needed

  • Assist in organizing and leading ongoing training for Frontline staff

  • Assist with staff performance evaluations; monitor performance and development and provide timely feedback; maintain confidentiality where appropriate; progressive discipline as needed

  • Model appropriate behavioral standards for staff; set pace for work quality and productivity

  • Coordinate the use of volunteers to bolster guest service efforts as needed

Fiscal Responsibilities and Sales Growth:

  • Meet or exceed net income targets in a manner consistent with the mission and character of the Exploratorium

  • Maintain equipment and systems in close coordination with the Information Technology department

  • Assist in the coordination of reporting data to museum staff

  • Complete fiscal day/month/year accounting and reporting procedures with a high level of accuracy; produce custom reports as needed

  • Work within established budget assisting with fiscal cash deposits, audits, reconciliation, and inventory control

  • Assist with accurate and timely completion of scheduled inventories and database maintenance

Customer Service/Sales:

  • Ensure that consideration of the visitor experience is at the forefront of all policies and operations

  • Meet or exceed service metric targets

  • Build sales using various techniques (add-ons, substitutions, active listening, product demonstration etc.) and sincere approaches which demonstrate an analysis of the guests’ needs

  • Use initiative & enthusiasm on the floor, engage customers in friendly & helpful interactions

  • Handle guest concerns with professionalism- demonstrate exceptional conflict management and resolution skills

  • Respond to and resolve guest issues; report areas of ongoing concern to appropriate parties

  • Model and maintain positive interactions with customers-demonstrating a positive “say yes” attitude

  • Train Frontline staff on upcoming promotions, museum programs and events. Ensure successful execution, both with the staff and within systems

  • Maintain appearance and functionality of guest queues, ticketing areas, retail stores, guest amenities, and related spaces with a focus on guest and staff safety at all times.

  • Work cooperatively with other museum departments to ensure an integrated guest experience

  • Perform other duties and assignments as needed

MINIMUM QUALIFICATIONS

  • B.A. /B.S. or a minimum of 5 years of experience preferably in the hospitality/retail industry or an attendance-based environment; minimum 2 years supervisory experience required

  • Must be available to work shifts that include weekend, evening and holiday hours

  • Diplomatic and decisive leader with excellent organizational and time management skills

  • Demonstrated experience in front line customer relations and complaint resolution

  • Ability to be professional and courteous in all interactions with general public, educational community, museum staff, and professional guests; comfortable interacting with senior management, high level donors, and all other members of our diverse community

  • Exceptional troubleshooting skills including crisis management and resolution skills; ability to calm escalated situations, both in person, over the phone, and through email

  • Excellent telephone, written and interpersonal communication skills

  • Strong computer skills, including advanced experience with Windows, MS Word, and Excel; able to learn additional software programs, including financial systems

  • Previous experience with Siriusware or other ticketing system preferred

  • Demonstrated customer service experience and previous cash handling experience required

  • English proficiency required; bilingual skills an asset (Spanish or Cantonese a plus)

  • Be or be willing to become First Aid/CPR certified and maintain certification

  • Reliable and a self-starter; person with initiative

  • Able to move from place to place which may include standing and/or walking for extended periods of time; lift and carry up to 75 pounds short distances

  • Able to use general office equipment and perform standard office functions, such as filing, faxing, and copying and to learn basic accounting tasks such as billing, A/P and A/R

APPLICATION DEADLINE

This position is open until filled

HOW TO APPLY

This is a regular, full-time (37.5 hours per week), exempt position that includes benefits.  Please, no phone calls in regards to this job.

The Exploratorium is committed to providing equal employment without regard to race, color, religious expression, sex, sexual orientation, gender identity or expression, national origin, age, disability, ancestry, genetic information, citizenship, marital status, pregnancy, veteran’s status or any other class protected by applicable law.

The Exploratorium will consider for employment qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance.

APPLY!