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.
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.
• 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.
• 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.
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: http://www.desertmuseum.org/about/workopt.php
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.