Manager of Guest Services

Description

Reports to: Director of Earned Revenue

Department: Experience

Classification: Non-Exempt, Full-Time

Schedule: M-F, 9am-5pm, 35 hours/week

DMA Mission: The Dallas Museum of Art is a space of wonder and discovery where art comes alive.

The DMA will:

• Place art and our diverse communities at the center around which all activities radiate.
• Pursue excellence in collecting and programming, present works of art across cultures and time, and be a driving force in contemporary art.
• Strengthen our position as a prominent, innovative institution, expanding the meaning and possibilities of learning and creativity.

Scope of Position:

Under the direction of the Director of Earned Revenue, the Manager of Guest Services oversees the on-site sales, customer service, relationship management, and ticketing database maintenance support for the Museum. The primary focus of the position is to generate revenues from DMA Members and visitors in-person; provide all Guests with exceptional customer service by addressing and resolving complaints and inquiries; and assist in the delivery of high-quality Guest experiences that drive Museum engagement and visitation. This position will be required to work flexible hours during some evenings, and most weekends to oversee staff.

Essential Functions:

• The Guest Services Manager maintains working knowledge in ETIX, Blackbaud NXT, and other POS systems guiding the team members to ensure proper systems of use and data integrity. 
• This position oversees ticketing strategy for all public ticketed events, including discount codes, and generating system reports.
• Serves as a communication liaison between Guest Services and other departments, sharing feedback, operational updates, and visitor concerns.
• Responsible for coordinating with the School Programs department to facilitate group visits, including both self-guided and docent-led tours.
• Works collaboratively with multidepartment's to support the development of museum events.
• Collaborating with other leadership teams, the Guest Services Manager supports integrated visitors experience for guests and staff.
• Assistance on the floor — resolving issues, engaging with guests, and supporting the team.

Management & Training:

• This position is responsible for hiring new staff, providing ongoing training, supervising, and supporting Guest Services staff, ensuring consistent understanding of policies, procedures, and museum activities.
• The Manager leads the development of Visitor Services policies and procedures, coordinating with other DMA departments to create inter-departmental policies as needed.
• This includes training and strategy to meet onsite membership sales goals, and coordination on daily museum operations.

Guest Services:

• Oversee the day-to-day operations of Guest Services team
• Provide exceptional customer service to existing and prospective Members and on-site through face-to-face interactions, as well as occasional phone and email interactions
• Support membership revenue goals by soliciting Museum guests or former Members for membership, and servicing existing Members for upgrades and renewals
• Support museum ticket sales by assisting Guests and soliciting Guests for Membership conversions
• Act as initial point of escalation for Member/Guest problem resolution and use judgement to offer approved incentives when appropriate
• Document questions, concerns, and requests of members and prospective members for follow-up
• Assist Director of Earned Revenue with guest services data collection and analysis; and short and long-term planning and strategy
• Complete opening and closing procedures including completing reports, updating database, updating phone log, and preparing onsite technology for daily use
• Ensure Guest Services team has the most current information about events and the DMA (promotional scripts, membership scripts, etc.)
• Accurately complete daily transaction top sheets and ensures correct details are captured, as well as box office reconciliation and reporting
• Maintain onsite presence during the Museum’s hours of operation and work Member related events
• Assist in the development of customer service standards, protocols, and procedures to support consistently great Guest experience
• Provide leadership and assist with training of team members
• Work closely with the Operations and the GA/Security team to ensure smooth operations for Guest experience
• Oversee specific shared administrative responsibilities as identified by the Director of Earned Revenue to ensure team tasks are completed as required
• Proactively seek to connect Members and Guests with participatory opportunities within the museum
• Other guest services duties as assigned

Requirements

Key Qualifications:

• Minimum 2 years managing customer service team required
• Spanish language ability preferred
• Ability to work flexible hours including evenings and weekends
• Excellent written and verbal communication skills
• Strong organizational skills
• Ability to multi-task in high stress situations
• Ability to be flexible and adaptable, and have a good sense of judgement during ambiguous situations
• Strong attention to detail
• Warm, professional, outgoing attitude when dealing with the public
• Calm and patient demeanor when handling difficult interactions
• Ability to frequently stand or walk for periods of up to 4 hours
• Working knowledge to create Surveys in Microsoft/Google
• Manage gift certificates/in-kind donation requests
• Represent Guest Services, when required, in staff meetings
• Represent Guest Services, when needed, at Experience Committee meetings
• Review Guest Services content in externally facing documents
• Matrix building in ETIX
• Working knowledge of ticket building/bundle making

Education, Experience, and Certifications:

• Bachelor’s Degree is preferred
• Minimum 3 years managing/supervising customer service team/s required
• Minimum 2 years of event ticketing database experience required
• Ability to use Microsoft Office Suite, including Excel is required
• Raiser’s Edge database and ETIX ticketing system experience preferred
• Report building and extraction in ETIX

Our Commitment to Equity and Diversity

The Dallas Museum of Art is committed to building a culturally diverse staff and is an Equal Opportunity Employer. The DMA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law