Description

POSITION SUMMARY:

This position supports the Guest Relations Manager to run a 7-day-a-week guest engagement operation that provides an efficient, high-quality guest experience from entry to departure. This team member will assist in the day-to-day operation of box office locations, photo, education, retail, housekeeping, and maintenance of the attraction and all guest-facing programs. This team member will model excellent customer service, run efficient business operations, and develop high team member morale.

 MAJOR DUTIES AND RESPONSIBILITIES:

• Oversee and manage day-to-day operations, encompassing ticketing, entry and exit points, photography, education, and retail activities.
• Provide guidance and mentorship to team members, ensuring a clear understanding of their roles and their impact on enhancing the overall visitor experience.
• Collaborate closely with visiting groups to guarantee a fulfilling and optimized group experience during their time on-site. Coordinate these processes daily to ensure smooth organization and execution.
• Supervise all aspects of box office ticketing operations, including cash management, partner combination ticket handling, coupon/voucher redemptions, and group payment processing. 
• Maintain meticulous inventory control of guest-related materials such as ticket stock, visitor's guides, and box office supplies. 
• Create daily assignment schedules and equipment plans for the Xhibits team. 
• Conduct informative, motivating, and responsive morning meetings for the Xhibits team in the absence of the Guest Relations Manager. 
• Address guest's complaints and concerns promptly, utilizing sound judgment to resolve issues and ensure guest satisfaction. 
• Dedication to maintaining the attraction's standards of excellence and ensuring a welcoming and pleasant environment for all guests. 
• Provide comprehensive training for new Xhibits Team Members, utilizing training materials and hands-on instruction to instill proper procedures.
• Assume the role of first responder during an emergency or crisis. Adhere to safety and security directives, policies, and procedures, including safety critical position training. 
• Perform additional duties as assigned to support the smooth operation and ongoing enhancement of visitor experiences.

Requirements

PHYSICAL AND MEDICAL REQUIREMENTS:

• Successful completion of pre-employment drug screening and background check
• Management of allergies associated with animals or plants that might hinder work, either through medication or protective equipment. 
• Proficiency in working outdoors, regardless of weather conditions. 
• Ability to sustain extended periods of sitting and standing. 
• Competence in operating a computer and keyboard. 
• Strength to exert force in pushing/pulling objects weighing up to fifty pounds.

REQUIRED EXPERIENCE:

• High School diploma or GED required. College degree preferred.
• Proven leadership experience with a strong track record of managing teams, ideally in a guest-focused or service-oriented environment. 
• Exceptional interpersonal skills and a genuine passion for providing outstanding customer experiences.
• Experience with cash handling, tracking, loss prevention, and accounting systems for generated revenue.
• Experience with complex point-of-sale systems. Experience with Gateway/Galaxy is a plus.
• Strong communication skills, both verbal and written, with the capability to interact effectively with team members, peers, and management. 
• Must be able to handle confidential information.
• Strong computer skills, including Word and Excel.
• Demonstrated ability to optimize business operations and enhance overall team performance. Flexibility to adapt to changing circumstances and operational needs.