Guest Services Supervisor in Rochester, NY


The Strong Posted: 2021-07-06

Rochester, NY 14607

The Strong, one of the country’s largest history museums and leading museums serving families, is looking for a patient, relentlessly positive, friendly, and approachable individual to join its team as a full-time guest services supervisor. In addition to creating a welcoming and engaging environment for museum guests and exceeding guest expectations to create an exceptional experience, the guest services supervisor serves as a visible, active role model for museum hosts. Reporting to the guest services managers, this position provides direct, supportive coaching and guidance to front-line staff and assists in resolving guest concerns of varying complexity. The guest services supervisor is passionate about making a difference in a guest’s day, is knowledgeable about the museum, and likes to have fun!

Responsibilities:
• Provide extraordinary guest service, regardless of specific assignment, and work within given authority to go above and beyond expectations as appropriate.
• Use initiative and enthusiasm to create exceptional guest experiences. Assist with the delivery of marketing messages as they relate to guest satisfaction and driving repeat visitation, member retention, and new membership. Actively pursue information related to events, programs, service delivery, salesmanship, special exhibits, and any other activities.
• Maintain an overall awareness and knowledge of the museum’s mission, history, programs, and special events as they affect museum visitation, and effectively communicate this information to guests to enhance the museum experience. Solicit opportunities to share this information with guest relations host to improve the team’s institutional knowledge as a whole.
• Use initiative and enthusiasm to create exceptional guest experiences. Assist with the delivery of marketing messages as they relate to guest satisfaction and driving repeat visitation, member retention, and new membership. Actively pursue information related to events, programs, service delivery, salesmanship, special exhibits, and any other activities.
• Effectively, positively, and completely address guest needs in a manner consistent with museum service goals. Resolve guest complaints quickly and effectively utilizing service recovery techniques. Refer issues of complexity to a guest services manager as appropriate.
• Anticipate situations and respond quickly and effectively, especially in matters involving the safety of people. Introduce safety considerations, handle minor emergencies appropriately, and call for assistance as needed.
• Maintain the ability to work in every area of guest services including all exhibits, train, carousel, and admissions desk.
• Ensure that all guest service and safety procedures and standards are followed and that exhibit areas are kept clean, neat, and well-stocked.
• Prepare routine reports and assists with special projects as assigned.
• Complete daily opening and closing procedures and supervise others to ensure proper procedures are followed.
• Assist in new and ongoing training of frontline hosts.
• Together with other supervisors and managers on the guest services team, identify and develop ways to improve work processes, efficiency, and quality.
• Take initiative to identify and solve problems. Publicly support team decisions, even if they conflict with personal opinions.
• Participate in all required museum trainings.
• Keep current on changes in museum policies and practices.
• Welcome new staff and create a positive work environment.
• Identify and act on opportunities to help and support the efforts of coworkers and staff from other teams.
• Ability to work weekdays, weekends, holidays, and extended schedules during peak periods and as scheduled.
• Assist in determining how to efficiently use staff’s time during periods of low visitation.
• Operate POS register system for ticket sales, group check-in, program sales, and membership transactions and fulfillment. Operate a scheduling and reservations system to execute ticket sales, group reservations, membership sales, and special programs/event reservations. Work to maintain an accurate admissions database.
• Follow all loss prevention and cash handling policies and procedures, including completing transactions, making change, counting tills, securing cash, and balancing the safe. Assist in ensuring that admissions desk staff follows appropriate cash handling standards.

Minimum Qualifications:
• High school diploma or equivalency.
• Two years experience providing outstanding service to guests with the comfort-level and ability to address guest concerns of a complicated nature.
• Ability to work a flexible schedule with an open availability, including weekends and holidays.
• Outstanding verbal communication skills.
• Proficiency with Microsoft Office Suite.
• Experience supervising staff is a plus.

Must consent to and pass a drug screen and criminal background check as conditions of employment.

To apply, please see below link.

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