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Arizona-Sonora Desert Museum-Guest Experience Supervisor-Mon, 09/14/2020 - 5:36pm

Guest Experience Supervisor


Arizona-Sonora Desert Museum
2021 N Kinney Rd
Tucson , AZ AZ
United States
Arizona US

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Job Description 

Department: Engagement / Operations
Reports To: Chief Operating Officer
FLSA Status: Exempt
Compensation: Anticipated Starting Salary $43,000

The Guest Experience Supervisor plays an integral role in creating outstanding guest experiences and contributing to the mission of the Desert Museum. The position is responsible for operations-related revenue streams and processes, including but not limited to admissions & membership, group sales, and other ancillary revenues. The position is flexible and accommodates ever-changing business needs.

Essential Duties (including, but not limited to):
• Assists in the supervision of all areas of Museum operations & acts as the primary Manager on Duty.
• Oversees Guest Services department, including all aspects of personnel management (scheduling, payroll, performance appraisals, etc.).
• Ensures an efficient and guest-friendly ticketing, membership, and access control operation, including day-to-day operations and large-scale events.
• Provides exceptional guest service and performs effective service recovery.
• Fosters a guest-friendly culture. Develops and implements service standards and training.
• Facilitates continual process improvements with proper utilization of system tools.
• Develops comprehensive member campaigns, cultivation, retention, & incentive strategies.
• Maintains membership renewal campaign schedule.
• Maintains membership database & guest records, performing periodic database clean-up and assisting the Guest Services team with higher-level record adjustments.
• Manages relationships with ancillary revenue vendors.
• Manages large group reservations from initial contact to date of visit and assists with private events.
• Prepares and manages departmental budgets.
• Works with senior leadership to develop revenue goals and creates operational strategies to accomplish set goals.
• Prepares and maintains various reports and data dashboards, as-scheduled or as-requested.
• Manages a variety of other operations related projects.

Supervisory Responsibilities
Directly supervises multiple employees and volunteers with a variety of job functions. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and Experience 

Education/Experience/Commitment Requirements
• Bachelor’s degree preferred. A minimum of 5 years of related experience required. Employment experience in a cultural attraction setting preferred.
• This is a non-hourly, exempt position. Non-traditional work hours are often required with a varying schedule. More than 40 hours per week are a regular necessity.

Required Knowledge and Abilities
• Strong written communications skills; ability to write and edit clear, structured, articulate, and persuasive proposals, reports, and public communications.
• Outstanding guest service skills including the ability to successfully perform sensitive, high level service recovery.
• Ability to support and manage organization change - leading the "people side" of departmental/business changes and the techniques of minimizing negative outcomes.
• Knowledge of membership and related marketing techniques and strategies.
• Knowledge of POS/CRM, database, spreadsheet, and word processing software. Experience with Raisers Edge preferred.
• Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.

Physical Requirements
• The ability to effectively communicate with the general public.
• The ability to use standard office equipment and technologies including computers, keyboards, touch screens, telephones, etc.
• The ability to spend extended periods of time sitting, standing, and walking.
• Occasional lifting of up to 30 pounds.
• The ability to safely traverse through an unpaved natural environment.
• Able to withstand extended periods exposed the adverse weather conditions typical of southern Arizona.
• Must be able to perform all essential job functions unaided or with reasonable accommodation.

Application Instructions 

Applications are accepted for open positions and must be completed online. To apply please go to:
Resumes received by any other means will not be acknowledged.

More information about additional employment opportunities, volunteer positions, and the application process is available at:

More about the Arizona-Sonora Desert Museum
Unlike most museums, about 85% of the experience is outdoors. The 98-acre Desert Museum is a fusion experience: zoo, botanical garden, art gallery, natural history museum, and aquarium. Within the 21 interpreted acres and along the 2 miles of walking paths through various desert habitats there are more than 230 animal species and 1,200 kinds of plants.

The Museum is a drug and alcohol free workplace and participates in E-Verify. We are an Equal Opportunity Employer.

Full Name 
Stephanie Duncan