Job Details

Guest Services Manager

Under the supervision of the Chief Operating Officer, the Guest Services Manager is primarily responsible for overseeing front of house operations to ensure a welcoming, safe, and engaging environment throughout Turtle Bay Exploration Park. In addition, the Guest Services Manager oversees the Retail Department.

Essential Job Functions:

• Provide supervision to the Retail Supervisor, Guest Services Coordinator, and Guest Services Attendants, including permanent-status and seasonal employees for special events including Redding Garden of Lights, Glowing Wild, and Turtle Express.
• Establish excellent customer service in all front-line guest service activities, including ticketing, interpretation, guest relations, safety, incident response, etc.
• Responsible for training and orientation of new Guest Services Attendants for daytime operations and special events, as needed, to ensure that new employees are well acclimated to the various work sites and able to fully perform the guest services function.
• Oversee and manage all elements of cash management including cash boxes, credit card sales, and cash registers, including reconciliations of cash drawers in a timely manner and reporting of cash overages/shortages as appropriate.
• Assist in managing the POS/membership database with regards to programming new ticketing options, setting up programs, and ensuring accuracy of data entry by Guest Services staff.
• Lead daily meetings to communicate upcoming programs, exhibitions, and operational goals.
• Responsible for collection of visitor statistics at all sites including daily attendance, tours, special events, etc.
• Respond to customer inquiries or concerns and resolve problems and complaints with the goal of ensuring the highest degree of guest satisfaction.
• Develop work schedules for all sites to ensure adequate coverage during regular hours and special events, including Redding Garden of Lights and Glowing Wild.
• Support special events, large and small, with ticket setup, staff training and development.
• Support the Retail Department when needed with budget development and supervision guidance.
• Manage and ensure quality staff training for new exhibits and/or procedures as appropriate.
• Work alongside the Sheraton Hotel staff that schedule events rentals of Turtle Bay areas to ensure seamless event setup/teardown, and schedule staff to assist accordingly.
• Act as liaison between Turtle Bay and Sheraton, attend weekly staff meetings at the Sheraton.
• Oversee and assist the Guest Services Coordinator in the process and implementation of community facility rentals.
• Provide feedback to the Chief Operating Officer regarding staff performance issues or other matters, as appropriate.
• Other duties as assigned.

Requirements:

Education and Experience:

• Minimum of three (3) years supervisory and two (2) years customer support/service experience.
• Minimum of (2) years experience working with point-of-sale cash register systems and comfortable working in a computer environment.
• Bachelor's degree preferred.

Knowledge, Skills and Abilities:

• Knowledge of budget development and management, to include expenditure projections, cost controls and accurately estimate event costs.
• Knowledge of supervisory practices to build a supportive team culture.
• Ability to skillfully organize and manage details, problem solve, take initiative, and oversee diverse priorities and/or multiple projects simultaneously and within deadlines independently or as part of a team.
• Excellent interpersonal and communication skills, both written and oral. Oral skills to include tact, creativity and calm demeanor with staff, volunteers, vendors, donors, potential customers, and community contacts.
• Excellent crisis management skills and able to observe, recognize, and take action to correct potentially hazardous situations whether via actions by guests or problems with museum equipment or displays.
• Must be able to work flexible hours, including evenings, weekends, and extended days, as needed.
• Ability to learn the details of how multiple point of sale systems function and how they are programmed.
• Knowledge of Microsoft Office software and Google Workspace with sufficient skills to develop appropriate tools to create and track reports, schedules, etc.
• Must possess a valid California driver's license or be able to acquire it within ten (10) days. Provide a clean DMV report.

Supervisory Responsibilities:

• The Guest Services Manager is responsible for the supervision of the Retail Supervisor, Guest Services Coordinator, Guest Services Attendants I & II, special event attendants, train conductors, and all other staff or volunteers assigned to both departments.

Environment and Physical Requirements:

• Standing - C
• Walking - F
• Sitting - O
• Talking, Hearing - C
• Feeling, Fingering, Grasping - C
• Climbing, Balancing - O
• Crouching, Crawling, Kneeling - O
• Reaching with Hands and Arms - F
• Tasting, Smelling - N
• Up to 10 pounds - F
• Up to 50 pounds - F
• Up to 100 pounds - O
• More than 100 pounds - N
• Looking at CRT - C
• Color Vision (identify and distinguish colors) - O
• Peripheral, Depth Perception - O
• Ability to Adjust Focus - O
• Blood, Body Fluid - O
• Toxic Chemicals - O
• Moving Parts - O
• Electrical Shock Risk - O
• Fumes - N
• Extreme Cold (non-weather) - N
• Extreme Heat (non-weather) - F
• Severe Hot Weather - F
• Severe Cold Weather - O
• Quiet (Example: Library, private office)
• Moderate Noise (Example: business office with typewriters/printers, light traffic)