Assistant Manager, Guest Experience

• Provide excellent guest service and use outstanding sales techniques. Welcome and engage with guests and Members to ensure their needs are addressed and issues are resolved effectively.
• Seek out guest interaction and provide guidance and assistance by sharing information events schedule etc. Help guests plan their day for the most meaningful experience possible.
• Learn and operate the point-of-sale system ticket-scanning devices and parking system in order to provide expert knowledge to staff and guests. Handle cash with care and accuracy when cashiering. Distribute wristbands and explain admission policies and procedures to guests.
• Perform guest recovery as necessary to address concerns/issues and resolve conflicts that arise; take situations to department Manager on Duty as necessary.
• Serve as Assistant Manager on Duty and lead daily box office operations including group check-in procedures staff and volunteer breaks staff assistance organization and cleaning etc.
• Lead by example and promote a positive work environment. Coordinate with other departments to provide a safe welcoming and effective experience at the box office parking lots and museums entrances.
• Enforce loss prevention and cash handling policies and procedures including variance reporting finance reconciliation and securing cash and currency.
• Assist with creation and maintenance of department policies and procedures manuals job aides and resources and communications tools. Assist in delivery of initial and ongoing trainings for staff volunteers and partners.
• Monitor and report inventory levels and quality of stanchions office supplies wheelchairs strollers collateral signage and other related operational needs.
• Perform cross-training duties when needed including answering phones in the call center and distributing/collecting audio guides in featured exhibits accounting for approximately 10-15% of work time.
• Other duties as assigned

• High School diploma or equivalent required.
• One or more years of management or leadership experience.
• Experience in admissions sales hospitality retail or customer service.
• Experience with museums non-profits hospitality industry or large venues is a plus.
• Previous cash handling experience and operational experience with a POS system strongly preferred.

• Excellent guest relation and interpersonal skills including conflict-resolution team building and interfacing with diverse internal and external audiences; and an outgoing friendly personality.
• Strong organizational and communication skills with high attention to detail. Time management skills including the ability to initiate prioritize manage and complete multiple tasks in an energetic environment and work well under pressure with periodic heavy workloads constant demands and frequent interruptions.
• Passion for working with guests.
• Ability to use multi-line phone systems and multifaceted computer software systems.
• Ability to follow cash handling rules and procedures and use math skills to dispense change and keep accurate count of cash.
• Ability to speak and interact with large and small groups of people from a variety of racial cultural ethnic gender and generational backgrounds with sensitivity and active listening.
• Demonstrated ability to take initiative work independently and collaboratively and adapt to changing needs in a fast-paced museum environment.
• Ability to understand and address sensitive topics with a sense of compassion and inquisitiveness.
• Ability to handle difficult guest interactions including guests who may have a customer service issue who may wish to disturb the experience of others who may have an emotional reaction to museum content etc.

• The position is 40 hour/week (full time) hourly with benefits. The schedule includes two weekend days and three weekdays.
• The successful candidate must have a flexible schedule including:
  • Weekends
  • Select evenings
  • Peak periods
• Must have reliable transportation.
• Must be able to lift 25 pounds.
• This position takes place indoors and outdoors. This position requires long periods of standing sitting and walking. May be exposed to extreme hot or cold weather including rain and snow.

• Interview:A 1hr in-person interview with the hiring manager(s). This in-depth interview will focus on your skills and how they align within the team and CMCs needs.
• The above-listed process may change or vary based on the nature and scope of the position.
  Why people choose Cincinnati Museum Center:

• Cultural engagement:Daily interactions with Cincinnatis diverse culture and international visitors offer insights into social and cultural trends. We champion inclusive community programs and connections through diverse experiences.
• Continuous learning:At CMC expertise and continuous skill development are paramount. Our culture of curiosity and open-mindedness fosters growth beyond traditional career paths.
• Passion & fulfillment:Our work in preserving and curating cultural narratives brings deep satisfaction. We are passionate about the arts global history cultural diversity and leveraging digital technologies to enhance accessibility.
• Team & culture:CMC promotes a positive workplace with collaborative supportive teams that encourage creativity and innovation. We value new ideas and collective problem-solving.
• Academic collaboration:We are committed to education partnering with universities and other institutions to provide student resources and to underscore our dedication to research and accessibility.

Required Experience:

Manager