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14 Apr 2022

Full-Time Guest Experience, Assistant Manager

California Academy of Sciences – Posted by Calacademy San Francisco, California, United States

Job Description

POSITION SUMMARY:  

We are seeking an experienced and eager Assistant Manager interested in supporting a large team of passionate individuals. Reporting to the Manager of Guest Experience, the Assistant Manager supervises the Guest Experience staff whose duties include but are not limited to: Access (ticket sales, guest services, hosts, coat check, Information Desk, Membership Services), Show control (Planetarium, Forum Theatre), and Exhibit facilitation (Rainforest, Earthquake Simulator). Although they supervise a team of over 70, the Assistant Manager is directly responsible for a subset of 15-20 staff that are a mix of full-time, part-time and on-call. The California Academy of Sciences is open to the public 365 days a year. Must be available to work weekends, holidays, and evening events. This is a full-time position that works four 10- hour days.

ORGANIZATION CULTURE:

Come join a team dedicated to the Academy’s mission, vision and values! Currently, the Academy has a new strategic plan including three initiatives – Hope for ReefsThriving California, and Islands 2030 – that leverage biodiversity science, environmental learning, and collaborative engagement to regenerate fragile ecosystems around the world. Learn more at https://www.calacademy.org/about-us/major-initiatives.

We hope you are inspired by what we do and are excited to contribute to our mission. The Academy is looking for candidates who do great work, and we know they may come from a number of different backgrounds and experiences. We encourage you to apply even if you do not believe you meet every ­one of the qualifications for the position.

The position is on-site in Golden Gate Park in San Francisco. Candidates are required to have up-to-date COVID-19 vaccination, including receiving a booster shot, as a condition of employment, absent qualifying exemptions in accordance with applicable laws. Individuals receiving a conditional offer of employment from the California Academy of Sciences will be provided the full text of the vaccination policy.

POSITION DUTIES & RESPONSIBILITIES:

  • Mentor, coach, train and supervise all Guest Experience staff with consistent reinforcement to ensure an excellent guest experience
  • Respond to direct report performance issues in a timely manner following all Academy’s performance management guidelines
  • Embody the Academy’s service model for both our external and internal guests
  • Lead the daily staff meeting ensuring all staff are aware of programs and events for each day
  • Manage the capacity of the museum ensuring safety for all of our guests
  • Manage the daily cash handling functions of the Guest Experience department
  • Responsible for the accurate reporting of entryway data, ensuring the integrity of our attendance counts
  • Effectively respond to guest recovery situations on the public floor
  • Complete administrative tasks and projects that support the Guest Experience department. These may include: scheduling, payroll, recruiting and maintaining standard operating guidelines
  • Be a morale leader for staff; leading all Guest Experience staff morale programs (Employee of the Month, Spot Awards, staff events)
  • Follow all Academy Health & Safety Guidelines
  • Other duties as assigned

MINIMUM QUALIFICATIONS:

The requirements listed below are representative of the knowledge, skill, and/or ability required or preferred.

EXPERIENCE:

  • A minimum of two years of supervisory experience with direct reports in a customer service environment
  • Experience with guest operations at a cultural institution highly preferred
  • Some college experience welcome but not required

KNOWLEDGE, SKILLS & ABILITIES:

  • Excellent interpersonal, oral, and written communication skills
  • Ability to identify problems and suggest solutions
  • Ability to work in a constantly changing environment with heavy public contact
  • Ability to respond quickly in emergency situations (i.e. museum evacuation etc.)
  • Ability to work with minimum supervision and take initiative
  • Available to work holidays, weekends, and evenings as required or needed. The California Academy of Sciences is open to the public 365 days of the year.
  • Demonstrated knowledge in the area of cash accounting/register operations and computer skills
  • Prior experience with Tessitura software and/or other Point of Sale CRM systems
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
  • Ability to write routine reports and correspondence
  • Ability to transport 50 lbs

WORK ENVIRONMENT:                                                                  

Reasonable accommodations may be made to enable individuals with disabilities to perform the position duties and responsibilities. While performing the duties of this job, the employee is frequently required to stand, sit, use a computer, and communicate on the phone, and in person. Must be able to perform repetitive motions 70% of the time. At the Academy, we get to work in pretty unique spaces! We have active positions on the public floor that require repetitive motion, moving through and rotating to different positions throughout the day.  In the Rainforest exhibit, we work in humid temperatures around various wildlife ie. birds, snakes, spiders, and insects. In the Planetarium exhibit, staff work in a sometimes darkened theatre environment with steps on a 30-degree slope. For everyone’s safety this position requires a face covering to be worn while on the public floor.

APPLICATION DEADLINE: May 24th, 2022, 5pm. Applications will be accepted and reviewed on a rolling basis through that date.

The California Academy of Sciences will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance (SF Police Code, Article 49).

The California Academy of Sciences is an Equal Opportunity Employer and is committed to ensure that all employees and applicants receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance.

How to Apply

Please apply externally here 

Job Categories: LGBT. Job Types: Full-Time.

Job expires in 9 days.

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