Job Posting: Guest Experience Manager

Position Overview

The San Antonio Children¹s Museum seeks a dynamic, articulate and driven
individual to channel the Museum¹s vision in all aspects of visitors¹
experience.  As the Museum transitions from its current space to its new
building opening in Summer of 2015, the Guest Experience Manager will lead
front of house employees in presenting the Museum¹s new image to new and
expanded audiences. This position reports to the V.P of Education and
Visitor Experience, and will have general responsibility for monitoring,
managing and collaborating across the institution to create an ideal guest
experience at the San Antonio Children¹s Museum.

Essential Skills

·       Create and manage a superb visitor experience; plan, organize, and
oversee all functionalities and presentation for retail operations and
lobby

·       Recruit, hire, coach, mentor, and manage staff.


·       Develop and implement all training, policies and operating
procedures for guest services


·       Lead the guest services team by setting an exceptional standard
for customer service

·       Ensure an efficient, safe and quality guest experience for
individuals and groups


·       Ensure budget and performance targets are met.


·       Evaluate the visitor experience through surveys and other
methodology


·       Maintain records of visitation and visitor-related revenue and
report to key personnel

institution wide on a regular basis


·       Work closely with interdepartmental in planning, staffing and
implementation of events


·       Respond to visitor, staff and volunteer questions, concerns and
comments on a timely basis

·       Serve as liaison to other Museum departments to facilitate a
coordinated sales function

and effective information dissemination to all visitors

Ideal Candidate Attributes and Key Qualifications
As a prerequisite, the successful candidate must believe in SACM¹s core
values and be driven by the mission.  S/he will be high-energy,
self-motivated, collaborative, creative, detailed, thorough and confident;
and will be a leader of the highest integrity, fostering a diverse
workplace and guest base.  The Guest Experience Manager will be
visitor-focused, processed-minded museum representative, with a
professional presence and executional guest service skills couple with
very strong communication skills.  A collaborative leader, s/he will be
intuitive, compassionate and caring, offering individual focus to
employees and guests as needed.  Above all, the Guest Experience Manager
must be a fit within a museum culture that is nimble and entrepreneurial,
values collaboration and teamwork, fairness, clarity of decision-making
and a level of selflessness that places the good of the institution first.



Job Requirements

  *   5 years prior experience in a museum or hospitality and retail
industry required;
  *   Strong organizational skills, detail-oriented, ability to prioritize
work and resources;
  *   Self-starter with strong work ethic, professional demeanor, sense of
urgency, a clear set of priorities, and strong work ethic and the ability
to adapt to change;
  *   Able to work a flexible schedule, including weekends, holidays and
occasional evenings;
  *   Excellent organizational, interpersonal, written and oral
communication skills;
  *   Demonstrated effectiveness in supervising and managing a
high-performance staff;
  *   Must have a creative approach to problem solving, embraces emerging
opportunities, has a ³can-do² attitude, embraces learning and uses humor
appropriately;
  *   Appreciation of the role children¹s museums can play in our
audiences¹ lives;
  *   Familiarity with digital and social media;
  *   Mac and PC proficiency; Fluency with MS Office Suite and ticketing
or reservation software;
  *   B.A./B.S. degree required; advanced degree preferred

The above statements are intended to describe the general nature of work
performed by the Guest Services Manager.  They are not to be construed as
an exhaustive list of all responsibilities, duties and skills required of
this position.
SACM is an equal opportunity employer.

How to Apply
Email resume and cover letter, to [log in to unmask] Please be sure to
write ³Guest Experience Manager² in the subject line of your email.

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