• Baltimore, MD, USA
• Salary
• Full Time
• Port Discovery Children's Museum offers a generous benefits package which includes : health benefits, company provided life and disability, 401k retirement savings, vacation, sick and personal days.

In addition, you will have the opportunity to make a difference in the community and in the lives of children.*

Port Discovery Children's Museum, one of the top Children's Museum in the United States and a top cultural institution in Baltimore's Inner Harbor, is seeking a customer service-oriented leader to join our Guest Services team as our new Director of Guest Services .

The mission of Port Discovery is to connect purposeful play with learning. If our mission resonates with you, and you have hospitality / guest relations and management strengths, then we welcome you to apply!

General Summary of the Job :

As a member of the Port Discovery leadership team, the primary role of the Director of Guest Services is to ensure the highest level of guest enjoyment, safety, and experience at Port Discovery Children's museum.

The Director is responsible for overseeing the hiring and training of all museum floor staff, developing and maintaining standard operating procedures for daily operations of the museum, and providing and maintaining exceptional standards of customer service, cleanliness and physical appearance of all publicly accessible spaces.

The Director oversees all aspects of the Guest Services department and their daily operations, including guest support and engagement, museum safety and cleanliness.

This is a full time 40-hour per week position. Works a very flexible schedule, including weekends, mornings and evenings as needed.

Schedule determined in conjunction with the Guest Services management team.

The salary range for this position is $55k to $60k, based on experience.

Sampling of Responsibilities & Duties :

• Consistent drive and ability to take ideas from vision to implementation.
• Proactive, take initiative, and ability to operate independently and collaboratively.
• Acts as a liaison between the Guest Services department and other departments.
• Active contributor in leadership meetings and leadership-led initiatives.
• Develops and manages the Guest Services budget and spending. Responsible for all budgeting and overall outcomes related to Guest Services.

Guest Experience :

• Oversees all aspects of the Guest Services department and their daily operations
• Ability to manage effectively in a fast-paced environment while maintaining excellent customer service.
• Establishes goals, standards of performance, and standard operating procedures which promote consistently high-quality experiences for guests.
• Develops and implements methods to record, assess, and analyze customer feedback.

Staffing :

• Manage and execute the recruitment, orientation, training, retention, and ongoing opportunities and performance management of the Guest Services staff that creates a culture of high performance and commitment.
• Leads the Guest Services Management team in creating and regularly modifying manuals and training guides for all Guest Services staff.
• Creates and implement motivational techniques and programs to develop and maintain high levels of Guest Services employee morale and retention.
• Develops and implements methods to record, assess, and analyze staff performance.

Museum Safety & Cleanliness :

• Develop expert knowledge of security procedures and protocols, and manage the training of the Museum staff.
• Work with Guest Services Managers to design and conduct periodic reviews of all security and emergency procedures. Enforces all emergency procedures and evacuation plans for the Museum.
• Learn and follow all ADA guidelines as established by the museum and other agencies.
• Work with Exhibits, Education, and Facilities to integrate new exhibits and programs throughout the Museum, and to ensure a safe and functioning Museum.

Qualifications :

• 5 plus years of experience in hospitality, early childhood settings, attractions, or museum / cultural organizations.
• Bachelor's degree required or commensurate relevant management experience.
• Excellent strategy, time-management, organizational, and critical thinking skills.
• Demonstrated success in hiring and managing large teams of full and part-time staff, including the ability to give direction, motivate and retain staff, and hold others accountable.
• Ability to identify and positively resolve guest issues and concerns.
• Skilled at using evaluation and analysis to improve the guest experience.
• Effective oral and written communication skills; able to speak and write clearly and present information to a wide variety of internal and external stakeholders.
• Working knowledge of Microsoft Office Suite.
• Must be able to work weekends, holidays, and special events as necessary.

Port Discovery provides you with the opportunity to make a difference in the community and in the lives of children. Additional benefits include :

• Free parking
• Free admission to the Museum for family
• Group medical, dental and / or vision insurance options
• Vacation, personal and sick leave
• Retirement savings with Museum match after 6 months
• Museum provided life and disability insurance, as well as EAP, travel assistance and grief counseling support

Physical Demands and Work Environment :

• Ability to tolerate moderate to loud noise level in the work environment.
• Comfortable working amongst large crowds of children and caregivers.
• Position requires frequent walking, standing and movement between different areas of the museum throughout the shift, entailing about 50% of the time being on the feet (which can be as high as 100% during a shift when there is not back-up management on-site).
• Position will also sit for administrative work, working in the Guest Services office and attending meetings (comprising the other 50% of the time).
• Ability to lift and / or move up to 30 pounds.

Covid-19 Precautions :

• Proof of Covid-19 vaccination
• Virtual interview process
• Personal protective equipment provided or required
• Physical distancing guidelines in place
• Capacity levels set in exhibit spaces
• Sanitizing, disinfecting, or cleaning procedures in place
• Daily health monitoring process

Send us your resume and cover letter, and let's start this journey together!

To learn more about Port Discovery Children's Museum, visit* *. Port Discovery is an Equal Opportunity Employer.*

Location (city, state or zip code) You must select a location. Education status You must select an education status answer.

Seeking for You must select a seeking status answer.

Last updated : 2024-05-02