Guest Services Assistant Manager - Hunter Museum of American Art

The Guest Services Assistant Manager is responsible for the coordination, supervision and management of the staff who work the guest service desk and museum gift shop and plays an important role in ensuring that the guest services department provides a high-quality and engaging experience for all museum guests and visitors, gift shop customers and fellow teammates. Additionally, the Guest Services Assistant Manager has oversight of the accurate accounting for by guest services staff of all museum admissions, guest service desk membership payments and gift shop sales.

Essential Duties and Responsibilities

1. Assist in leading the daily operations of the guest service desk with a focus on (i) customer service, organization and efficiency, ensuring guests are attended to professionally, courteously and promptly and (ii) accuracy of recording member visitation data and guest admission payment.
2. Responsible for scheduling, training and supervising guest services associates, ensuring adherence to admission and cash handling procedures.
3. Participates in regular training as directed to maintain a working knowledge of the exhibitions and programs offered by the Hunter Museum.
4. Trains guest service staff to balance the welfare of the museum with the expectations of museum visitors; has the ability to communicate with a variety of visitors with diverse interest and abilities to ensure a positive museum experience; and resolves visitor concerns and complaints.
5. Works with the facility department to ensure public spaces (stairs, lobby, coat room, gift shop, restrooms and entry doors) are neat, clean and inviting.
6. Partners with internal departments to ensure guest service desk has up-to-date information about membership, marketing and educational promotions and events.
7. Coordinates everyday operations of the museum gift shop including merchandising, pricing, stocking, receiving, ordering, managing store display and store staff training and communication, with a focus on customer service.
8. Assists in managing local artist consignment products including communication with the artists, payments, displays and promotions.
9. Partners with the Communications Department to promote the museum store in both print and electronic media with a heavy social media focus.
10. Develops, plans and implements special store promotions inclusive of trunk shows, book signings, holiday promotions and special group promotions.
11. Partners with the Guest Service Manager and Operations Manager in preparing the annual guest service and museum store budgets and manages the approved budgets.
12. Assists the Guest Service Manager in hiring, training and evaluating guest service and museum gift shop staff.
13. Assists with the implementation and enforcement of Hunter Museum standard dress code protocol for guest service associates.
14. Participates in weekly huddles, all staff meetings, curatorial exhibition walk throughs and provides administrative support as needed, including assistance with museum fundraising events.

Knowledge, Skills and Abilities Required

• College Degree preferred with course work in business, arts, marketing or sales preferred.
• Related customer service work experience including at least two years of supervisory experience or an equivalent combination of education, training and experience.
• Expected to complete 1st Aid, CPR and AED training
• Knowledge of guest service principles, practices and procedures
• Ability to develop and implement effective initiatives and strategies to ensure consistent excellent guest services in all areas of the Hunter Museum.
• Strong communication, negotiation and leadership skills
• Retail management and design experience
• Knowledge of POS cash register procedures
• Strong technical skills including MicroSoft Suite and social media channels

Full-time, hourly; flexible schedule including evenings, some weekends and holidays required