Job Description

Visitor Services Manager

Full-Time, Non-Exempt

About The Tech

The Tech Interactive is a family-friendly science and technology center in the heart of downtown San Jose. Our hands-on activities, experimental labs and design challenge experiences empower people to innovate with creativity, curiosity and compassion. The Tech is a world leader in the creation of immersive STEAM education resources to develop the next generation of problem-solvers locally, nationally and globally. We believe that everyone is born an innovator who can change the world for the better.

Our success is dependent on building teams that include people from different backgrounds and experiences who challenge each other’s assumptions with fresh perspectives. To that end, we look for a diverse pool of applicants including but not limited to those from historically marginalized groups — women; people with disabilities; people of color; people who are lesbian, gay, bisexual, transgender, and/or nonconforming; veterans; and people from different socioeconomic backgrounds.

The Role

The Visitor Services Manager is an hourly position reporting to the Senior Director of Operations. The Manager will lead the guest service and hospitality initiatives of The Tech. The Manager is the head coach, cheerleader and role model for excellent guest service—understanding, training and promoting the philosophies that the guests come first and their experience is the top priority of all staff and volunteers.

In addition to the role of institutional leader for service excellence, primary management responsibilities include oversight of all visitor services functions.  All management efforts are focused to ensure efficient procedures and processes, to meet revenue and attendance targets and to create a welcoming, visitor-friendly first impression for guests.

The Manager is hands on and visible while directing the team and acts as the oversight manager for the floor staff.

Key Responsibilities:

• After proper provided training and through partnership with Information Technology, become one of the Tessitura (POS ticketing system) institution “super users” with the ability to change pricing, ticketing configurations and other POS needs.
• By supervising the Visitor Services department, ensure service excellence objectives are met through staff interactions and floor visibly on a daily, ongoing basis.
• Ensure that all areas are fully trained and staffed for appropriate attendance levels, and that work and rotation schedules support the dynamic flow of guest traffic.
• Manage all operational areas including but not limited to The Tech Store, Admissions, Birdly, Body Worlds, device check in, coin ops, IMAX support and capacity control.
• Ensure that all cleaning and safety protocols are adhered to with no exception.
  Support signature programs and Member events.
• In partnership with the Group Reservations Department and the Labs Department, manage the group check-in process to ensure proper greeting and distribution of daily group arrivals. Explore new ways to make this experience easier and more fun while communicating operational rules.
• Schedule management coverage appropriately.
• Manage store and concessions ordering and inventory process.  Ensure correct inventory levels are maintained.
• Manage and ensure that all Visitors Services staff follows proper procedures for cash management, accurate and timely reporting, internal auditing systems and security procedures.
• Hold weekly staff meetings as necessary to ensure proper communication and follow-up of goals.
• Focus on converting visitors to members by collaboration and coordination with Membership Manager.
• Create and follow an annual budget for staffing and revenue that includes tactical plans, efficiency improvement plans and goals for the fiscal year.
• Be able to present financial/operational goals review to upper Management
• Act as the Manager Operations and Maintenance (MOM) of the day as assigned and follow all MOM procedures and duties as described.
• Explore new ways to generate revenue.
• Perform other duties as assigned.

Qualifications:

• Three+ years customer service operations management experience in related industry. Proven ability to provide service excellence through product delivery, staff interaction and consistency in all operations.
• Ability to be a positive role model and coach for service excellence and act as a leader for service training and implementation.
• Welcomes feedback and coaching; is happy to seek advice of mentors.
• Flexible with the ability to remain positive and thrive in a fluid environment that welcomes change and experimentation.
• Ability to work in a public setting that has high guest interaction.
• Proven ability to manage multiple direct reports through hiring, training, coaching, discipline and retention programs.
• Working knowledge of computer systems and programs, knowledge of basic cash handling procedures and ticketing POS systems. Familiarity with the Tessitura database management system a plus.
• Proven ability to work and multi-task effectively in a team environment, to set and meet goals, and manage projects to completion with minimal supervision.
• Excellent verbal and written communication skills.
• Detail-oriented with the ability to work with financial reports and daily cash balancing.
• Ability to develop and meet financial targets and annual budget, including labor management.
• Flexible availability to match The Tech’s operating schedule including weekends, evenings and holidays.
• Ability to adhere to The Tech’s grooming guidelines.

The Tech will provide an equal opportunity in recruitment and employment to all individuals and will not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, military or veteran status, marital status, domestic partner status, sexual orientation, genetic information, or any other basis protected by applicable law.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time.

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