Assistant Manager, Guest Experience 25812 https://calacademy.snaphire.com/job?jobmc=25812GOOGLE https://calacademy.snaphire.com/job?jobmc=25812GOOGLE
Careers at California Academy of Sciences California Academy of Sciences https://www.calacademy.org/ https://calacademy.snaphire.com/california-academy-of-sciences-198px-square.png

Location: Golden Gate Park 55 Music Concourse Drive San Francisco CA 94118 USA

Industry: Museums, Science, Education, Tourism
Work Hours: Full-Time

Date Posted: 01 Oct 2019

Valid Through: 25 Oct 2019 23:55

POSITION SUMMARY:  
Reporting to the Senior 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 100, the Assistant Manager is directly responsible for a homeroom of 20-25 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 with quarterly rotating days off. 

The California Academy of Sciences welcomes people of all backgrounds, identities, and beliefs to join us in achieving our mission to explore, explain, and sustain life on Earth. We place diversity, equity, and inclusion at the heart of our recruiting efforts and strive to build a culture centered on mutual respect, equal treatment, and the opportunity to succeed.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Mentor, coach and supervise all Guest Experience staff
  • Respond to homeroom performance issues in a timely manner following all Academy's performance management guidelines
  • Train staff using the Guest Experience Standard Operating Guidelines (SOG) with consistent reinforcement to ensure an excellent guest experience
  • Embody the Academy's Platinum 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 entry way 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, maintaining standard operating guidelines, sign and stanchion inventory
  • Be a morale leader for staff; leading all Guest Experience staff morale programs (Employee of the Month, Spot Awards, staff events)
  • Partner with all "guest facing" departments to ensure a Platinum guest experience
  • Follow all Academy safety regulations
  • Other duties as assigned

MINIMUM QUALIFICATIONS:
The preferred qualifications listed below are representative of the knowledge, skill, and/or ability required or preferred. 

EDUCATION and/or EXPERIENCE:
A qualified candidate will have a combination of the following education and/or equivalent experience:

  • Some college experience; college degree strongly preferred
  • A minimum of two years supervisory experience with direct reports in a customer service environment
  • Experience with guest operations at a cultural institution highly preferred

KNOWLEDGE, SKILLS & ABILITIES:

  • Demonstrated knowledge in the area of cash accounting/register operations and computer skills
  • Ability to work with minimum supervision and take initiative
  • Excellent interpersonal, oral, and written communication skills
  • Strong communication over two-way radio required
  • 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.)
  • 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.
  • Prior experience with Tessitura software and/or other Point of Sale CRM systems

LANGUAGE SKILLS:
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 speak effectively before groups or individuals. Bilingual (spoken and/or written) in Spanish, Cantonese, Mandarin, or other non-English language preferred but not necessary.

PHYSICAL DEMANDS & WORK ENVIRONMENT: 
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, sit, walk, and reach with hands and arms, and talk or hear. Must be able to stand 100% of the time. Must be able to perform repetitive motions 75% of the time. Must be able to lift 50 lbs.

APPLICATION INSTRUCTIONS:  
Please submit your cover letter and resume online at https://calacademy.snaphire.com Note that the recruitment timeline for positions vary and depend on many factors, so it is impossible to accurately predict when a position will close. We appreciate your patience during this process. No phone calls please.

The California Academy of Sciences will consider for employment qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance. For more information visit: https://sfgov.org/olse/fair-chance-ordinance-fco.

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.

The California Academy of Sciences is a non-smoking facility. There is also no smoking in Golden Gate Park.

Assistant Manager, Guest Experience

POSITION SUMMARY:  
Reporting to the Senior 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 100, the Assistant Manager is directly responsible for a homeroom of 20-25 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 with quarterly rotating days off. 

The California Academy of Sciences welcomes people of all backgrounds, identities, and beliefs to join us in achieving our mission to explore, explain, and sustain life on Earth. We place diversity, equity, and inclusion at the heart of our recruiting efforts and strive to build a culture centered on mutual respect, equal treatment, and the opportunity to succeed.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Mentor, coach and supervise all Guest Experience staff
  • Respond to homeroom performance issues in a timely manner following all Academy's performance management guidelines
  • Train staff using the Guest Experience Standard Operating Guidelines (SOG) with consistent reinforcement to ensure an excellent guest experience
  • Embody the Academy's Platinum 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 entry way 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, maintaining standard operating guidelines, sign and stanchion inventory
  • Be a morale leader for staff; leading all Guest Experience staff morale programs (Employee of the Month, Spot Awards, staff events)
  • Partner with all "guest facing" departments to ensure a Platinum guest experience
  • Follow all Academy safety regulations
  • Other duties as assigned

MINIMUM QUALIFICATIONS:
The preferred qualifications listed below are representative of the knowledge, skill, and/or ability required or preferred. 

EDUCATION and/or EXPERIENCE:
A qualified candidate will have a combination of the following education and/or equivalent experience:

  • Some college experience; college degree strongly preferred
  • A minimum of two years supervisory experience with direct reports in a customer service environment
  • Experience with guest operations at a cultural institution highly preferred

KNOWLEDGE, SKILLS & ABILITIES:

  • Demonstrated knowledge in the area of cash accounting/register operations and computer skills
  • Ability to work with minimum supervision and take initiative
  • Excellent interpersonal, oral, and written communication skills
  • Strong communication over two-way radio required
  • 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.)
  • 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.
  • Prior experience with Tessitura software and/or other Point of Sale CRM systems

LANGUAGE SKILLS:
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 speak effectively before groups or individuals. Bilingual (spoken and/or written) in Spanish, Cantonese, Mandarin, or other non-English language preferred but not necessary.

PHYSICAL DEMANDS & WORK ENVIRONMENT: 
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, sit, walk, and reach with hands and arms, and talk or hear. Must be able to stand 100% of the time. Must be able to perform repetitive motions 75% of the time. Must be able to lift 50 lbs.

APPLICATION INSTRUCTIONS:  
Please submit your cover letter and resume online at https://calacademy.snaphire.com Note that the recruitment timeline for positions vary and depend on many factors, so it is impossible to accurately predict when a position will close. We appreciate your patience during this process. No phone calls please.

The California Academy of Sciences will consider for employment qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance. For more information visit: https://sfgov.org/olse/fair-chance-ordinance-fco.

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.

The California Academy of Sciences is a non-smoking facility. There is also no smoking in Golden Gate Park.

Job Details

Reference # 25812
Posted on 01 Oct 2019
Closes on 25 Oct 2019 23:55
Hours/Status Full-Time
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