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Guest Services Assistant Manager

This job posting expired and applications are no longer accepted.
Cincinnati Museum Center
Published
September 26, 2018
Location
Cincinnati, Ohio
Category
Job Type

Description

Guest Services Assistant Manager
Reports to:       Guest Services Manager
Department:     Guest Experiences and Services
FLSA Status:   FT/Non-Exempt
Position Overview:
The Guest Services Assistant Manager is responsible for the direct oversight of daily call center operations for the Cincinnati Museum Center.  The Assistant Manager works with the Manager in the planning and execution of strategies to meet the department’s service delivery and sales goals.  This includes supervising Specialists and managing the daily operation of the Guest Services team in group, membership, and ticket sales, as well as program and special event reservations.  The Assistant Manager leads in superior level of service expected of staff and assists in delivering consistent brand-quality messaging, service, and hospitality to guests.
Responsibilities and duties:
  • Deliver excellent guest services and salesmanship techniques. Appropriately address guest and Member needs to increase guest satisfaction and drive sale opportunities. Provide guidance and assistance to guests, Members and groups through general information, pricing information, programs/events schedule, etc; help them plan their day for the most meaningful experience possible.
  • Ensure outstanding performance of Guest Services staff by tracking time and attendance, empowering staff with up-to-date and accurate information, helping staff with software systems and guest relations issues, and creating and maintaining staff schedules.
  • Assist with creation, updating, and maintenance of department policies and procedures manuals, job aides, resources and training. Lead training for Guest Services staff and other Cincinnati Museum Center staff.
  • Utilize reports to manage invoices for external and internal group billing to meet month and year end deadlines.*
  • Collect and organize purchase orders and checks that are submitted as payment for visits and programs.
  • Work with the Philanthropy and Finance departments to accurately report on grant funds used for admission and/or programming.*
  • Work with Manager to create reservation processes to ensure integrity of accounting system.
  • Operate multi-line phone system to provide superior service for internal and external guests. Respond promptly to all calls in a professional and friendly manner. Speak clearly and practice good listening skills and ask probing questions to determine how to best serve the caller. Must be able to answer consecutive telephone calls each with a fresh perspective.
  • Operate a scheduling and reservations system to execute ticket sales, group reservations, membership sales, and special programs/event reservations over the phone. Efficient and accurate entry of Member, group, or individual data; work to maintain accurate database. Schedule group reservations taking into account availability of CMC resources, policies of CMC, and the requests of groups. Create reservations for private events and public programming.
  • Assist with the delivery of promotions/initiatives and 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, museum exhibits, and any other activities.
  • Follow all processes and procedures to help department meet service and sales goals.
  • Take initiative to recognize opportunities for improvement in processes or procedures and work with management to make necessary changes.
  • Other duties as assigned
Qualifications and experience:
  • High School diploma or equivalent required; Bachelor’s degree preferred
  • Previous cash handling experience and operational experience with a POS sales system; experience with spreadsheets, word processing and communications software.
  • 1-3 years of supervisory experience preferred.
  • Experience with museums, non-profits, hospitality industry or large venues a plus.
Knowledge, Skills and Abilities
  • Must be able to proofread reports, departmental memos, and other related documents*
  • Excellent guest relation and interpersonal skills including conflict-resolution and interfacing with diverse internal and external audience; and an outgoing, friendly personality. Excellent people skills including conflict resolution, team building, and interfacing.
  • Ability to type 30-40 wpm, complete complex data entry processes with speed and accuracy, count cash with precision and effectively use Microsoft Office applications*
  • Ability to use multi-line phone system and multifaceted computer software systems.
  • Professional demeanor with a high degree of integrity, confidentiality, ethics, and dedication to the mission of Cincinnati Museum Center
  • Ability to communicate with staff and volunteers clearly and pleasantly through both oral and written communications and to develop and maintain a working relationship with peer group
  • Strong organizational and communication skills, with high attention to detail.
  • Self-motivation and initiative; ability to work both independently and as a team member.
  • Ability to complete multiple tasks in an energetic environment and work well under pressure with periodic heavy workloads, constant demands, and frequent interruptions.
Working Conditions
  • Fast-paced call center with sound bleed and other distractions during busy times.  Possible long periods of sitting and/or standing.  Possible periods of moderate walking throughout the building, including stairs.  Must be able to lift up to 35 pounds.
Additional Requirements & Working Conditions:
  • Position is 40 hour/week (full time), hourly, with benefits.  Schedule is Friday-Tuesday, but flexibility is required to meet business demands including evenings, weekends, and holidays.  Must have reliable transportation.
  • Must be able to lift 35 pounds.
  • This position takes place in a fast-paced call center with sound bleed and other distractions during busy times. Possible long periods of sitting and/or standing.  Possible periods of moderate walking throughout the building, including stairs. Personal headsets are provided for hands free call response and keying.
  • Team environment where all input for improvement is appreciated and all team members support one another.
  • Current office is located at 250 W. Court St, Ste 300 E. Future offices will be at Union Terminal, 1301 Western Ave. Both offices provide parking either on-site or just adjacent to the building.
-EOE-
We are an equal opportunity employer
Employee Benefits:
  • Be a part of creating meaningful experiences, inspiration and lasting memories!
  • Membership to the Cincinnati Museum Center and free admission to Special Exhibits
  • Free parking at Cincinnati Museum Center
  • Discounts at food and beverage locations and in gift shops
  • Discounts on tours, programs and events

Job Requirements

Qualifications and experience:
High School diploma or equivalent required; Bachelor’s degree preferred
Previous cash handling experience and operational experience with a POS sales system; experience with spreadsheets, word processing and communications software.
1-3 years of supervisory experience preferred.
Experience with museums, non-profits, hospitality industry or large venues a plus.
Knowledge, Skills and Abilities
Must be able to proofread reports, departmental memos, and other related documents*
Excellent guest relation and interpersonal skills including conflict-resolution and interfacing with diverse internal and external audience; and an outgoing, friendly personality. Excellent people skills including conflict resolution, team building, and interfacing.
Ability to type 30-40 wpm, complete complex data entry processes with speed and accuracy, count cash with precision and effectively use Microsoft Office applications*
Ability to use multi-line phone system and multifaceted computer software systems.
Professional demeanor with a high degree of integrity, confidentiality, ethics, and dedication to the mission of Cincinnati Museum Center
Ability to communicate with staff and volunteers clearly and pleasantly through both oral and written communications and to develop and maintain a working relationship with peer group
Strong organizational and communication skills, with high attention to detail.
Self-motivation and initiative; ability to work both independently and as a team member.
Ability to complete multiple tasks in an energetic environment and work well under pressure with periodic heavy workloads, constant demands, and frequent interruptions.

How to Apply

Apply online at https://goo.gl/hfpg9f

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