Guest Engagement Assistant Manager

Description

Who We Are

The Virginia Living Museum is a leader in natural living exhibits! Native Virginia mammals, marine life, reptiles, amphibians, birds, plants and planets are presented in natural ecosystems and honored for their ability to connect people to nature through educational experiences that promote conservation.

Accredited by both the Association of Zoos and Aquariums (living exhibits) and the American Alliance of Museums (non-live collections), the Museum’s high standards are its hallmark, as only fourteen institutions share this designation in the country. Community volunteers outnumber staff by approximately 7:1 for incredible mission delivery. The Museum is a 2015 Governor's Environmental Excellence Gold Award recipient, and a certified Virginia Green attraction dedicated to environmentally friendly practices and education.

Our full-time employees enjoy a comprehensive benefits package, including 35 days of paid time off per year (9 holidays, a birthday, 10 vacation days, 12 sick days, and 3 personal days), fully paid life, short-term, and long-term disability insurance, dental coverage, and health insurance costs partially subsidized by the Museum. Additional benefits include a Flexible Spending Account (FSA) and the option to participate in a 401(k) retirement plan. Join us in our mission to inspire and connect people with the natural world while benefiting from a supportive and rewarding work environment.

General Statement of Duties

The Guest Engagement Assistant Manager is responsible for maximizing an exceptional guest experience to support the Museum’s mission to connect people to nature through educational experiences that promote conservation. This is accomplished in coordination with all museum departments and staff. Provides a welcoming environment for our guests while leading admissions, memberships, museum store sales, and hosting birthday parties. This position recognizes the capacity to achieve greater results by integrating skilled volunteers and leveraging their diverse knowledge and abilities. The position is under the direct supervision of the Guest Engagement Manager and Senior Director Guest Engagement.

Qualifications

1. Bachelor’s degree required along with 1 years supervisory experience in a customer centric industry.
2. Creative, results driven high performer with service orientation.
3. Energetic, constructive attitude with ability to view opportunities from a variety of      perspectives.
4. Outgoing, friendly, service oriented. Able to communicate enthusiasm for the museum and its programs. 
5. Must be bondable.
6. Must have a professional, approachable appearance. 
7. Exceptional  communication skills. Must be tactful and display discernment and discretion. Must be able to handle potential confrontational situations, remain calm, make sound decisions and provide clear directions in a crisis situation.
8. Ability to gracefully handle multiple tasks simultaneously.
9. Must be First Aid certified or be able to be certified at museum expense.
10. Ability to train staff 
11. Strong computer competency, including database functions and operational software.
12. Detail oriented. Must be able to recognize, set up and sell several different types of memberships and ticket sales for a variety of events.

Duties and Responsibilities

1. Be a positive, enthusiastic representative of the Virginia Living Museum. 
2. The Guest Engagement Assistant Manager enhances the guest experience and provides the      leadership needed to ensure a welcoming and exceptional experience for our  visitors.

• Drives a guest-centric culture throughout the Museum.
• Communicates with guests and members, ensuring responsive customer service and resolving issues to ensure a safe and enjoyable experience. Solicits comments from guests.
• Helps the Museum meet & exceed budget goals.
• Ensures the proper utilization of the point of sale systems, admission and retail sales. Museum expert for the point of sale systems. 
• Helps Guest Engagement Manager schedule, train, oversee and supervise Lead Guest Services Associates, Guest Services Sales Associates and volunteers.
• Ensures the lobby, the museum store, the area outside the front doors, and the front desk are presentable. 
• Walks through the museum to ensure all is in order for our guests. Reports any observed issues to the responsible departments. 
• Responds to telephone, email and in-person inquiries regarding membership and overall guest experience.
• Ensure daily duties required to open and securely close the museum and store are performed. 
• Assists the Facilities Manager with safety and security issues when requested. Understands and leads in the implementation of emergency and safety procedures. Takes the lead for requests for First Aid.

1. Assists with all aspects of the membership program:

• Works with the Guest Engagement Manager and Guest Engagement Senior Director to help develop and execute a sales plan.  Helps plan and implement membership drives and promotions. 
• Works with Guest Engagement Manager to ensure that all renewals and new member’s applications purchased through mail, online, phone and Front Desk are processed appropriately and within one week.

1. Provides general support for Museum staff:

• Serving as the central contact point for emergency situations. Communications with staff will often be by handheld radios. 
• Completes ALTRU training, on-site and online to be able to add/ update events, pull reports and troubleshoot database issues.
• Maximizes revenue opportunities by ensuring staff are knowledgeable and are selling programing and rental opportunities as well as soliciting point of sale donations.
• Helps to provide Manager on Duty coverage. Reports any issues to the GE Manager and Senior Director.
• Assists Guest Engagement Manager & Guest Engagement Senior Director in evaluating and interviewing new Guest Engagement staff applications.

1. Assists Guest Engagement Manager & Guest Engagement Senior Director in training Guest Engagement staff.  Strategically utilizes and manages volunteers and their applicable skills to strengthen the Museum’s mission and commitment to the community.
2. Other duties as assigned.

Requirements

Essential Job Requirements

• Ability to work occasional evenings/weekends/overnight.
• Must be able to hear and speak clearly.
• Physical requirements include medium work, exerting up to 40 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
• Must be able stand for extended periods of time and move about on foot to accomplish tasks.
• Must be able to stoop, kneel, crouch, crawl, reach, push, pull, lift, grasp, feel, and utilize repetitive motions.
• Must have close visual acuity to operate a motor vehicle and perform activities such as: preparing and analyzing data, transcribing, viewing a computer, and extensive reading.
• The position is subject to environmental conditions for activities occurring indoors and outdoors.

Supervision Exercised: Guest Engagement Lead Associates, Guest Engagement Associates