We are currently seeking a Guest and Member Operations Floor Manager is responsible for ensuring excellent and consistent delivery of customer service and data protocols for all admissions and membership-related functions. This position plans and oversees the daily Guest and Member Operations floor staff; manages the opening and closing of the museum; is responsible for all desk sales transactions during every hour of operations and implements consistent operational policies and practices to guarantee a friendly, welcoming atmosphere for all CCM’s audience upon entry and exit.
Principal Job Duties andResponsibilities
Guest and Member Operations and Administration (70%)
Provide strong operational oversight and implementation of guest and member services policies, procedures and systems to respond to the dynamic needs of the museum, the admissions operations and the guest operations staff.
Reviews and approves opening and closing activities and reports; ensures cash balances and proper accounting and implements accurate cash handling policies, practices, and controls set forth by the institution.
Ensures the operational team delivers quick processing of all desk and online transactions, and the accurate recording and reporting of admissions and member in-museum revenue and admission.
Effectively resolves in-museum guest and member issues.
Manages inventory and procurement of cash, parking validations, marketing collateral, and all supporting materials, and supplies needed to ensure smooth entry and exiting process for guests and members.
Actively oversees, schedules and supervises daily in-museum visitor and member operations and its staff during scheduled shifts, unexpected rushes, breaks and call-in coverage and reconciling in-museum daily admissions and memberships transactions and personnel reporting for each supervised shift.
Implements marketing and customer service strategies to achieve optimum revenue, attendance, and sales conversions.
Management and Leadership: (30%)
Secures, develops and retains top quality team members and manage all aspects of the team’s on-the-floor training, scheduling, floor supervision, communications, remediation and professional development.
Provides mentoring, establishes clear expectations, reinforces good performance, improves unsatisfactory performance, executes performance actions and fosters a spirit of cooperation, professionalism, and teamwork.
Hires, provides on-floor training and monitors performance of the guest service team to enable maximum onsite and sales while delivering top-level customer service
Contributes solution-based ideas to improve operations, communications, and team performance.
Provides exceptional and proactive customer service to support all aspects of in-museum admissions and membership operations.
Ensures all membership applications (originated from Tickets) are processed and posted daily in Altru.
Act as customer-facing liaison for CCM regarding inquiries pertaining to in-museum admissions and membership issues and questions.
2-3 years supervisory experience in fast-paced admissions and/or customer service position
Proficient in CRM or Altru, including database management preferred; proficient with using Microsoft Office Suite software
High comfort level and interest in utilizing technology to increase efficiency and seek opportunities for continuous improvement
Able to handle multiple tasks simultaneously, in a fast-paced environment
Outstanding communication (both written and verbal) and organizational skills
Strong work ethic, critical thinking, ability to make sound judgment calls, and the ability to work independently and on deadline
Strong organizational and planning skills as well as demonstrated creativity, resourcefulness, and effectiveness
Attentive to details in a fast-paced environment; ability to prioritize in the moment and the character to stand by a decision and learn from setbacks
Responsive and reflective to direction and feedback; takes a proactive approach and does not need constant supervision
Professional demeanor in effectively resolving customer service and employee relations matters
Exceptional leadership abilities and able to be discreet with personnel issues
Proven experience in managing a successful business operations department
Proven ability to effect positive change and maintain tight operational controls
Education: Bachelor’s Degree preferred.
About Chicago Children's Museum
Chicago Children’s Museum staff is a dedicated group of curious individuals who embrace the playful spirit of childhood. Every employee is empowered to reach their potential and be recognized for the impact they have on our organization, visitors, and the community we serve.
Chicago Children’s Museum is committed to improving children’s lives by creating a community where play and learning connect. We embrace creativity and collaboration, we never stop learning, and we remember to stop and play along the way.