Manager of Guest Services
Summary:
The Manager of Guest Services is responsible for creating an engaging experience for all Rock Hall fans while sharing their love of rock and roll. They manage the daily function of the Visitor Services department operations and staff, which consists of full-time, part-time, and seasonal employees. They use the Rock Hall's annual priorities and metrics to empower the onstage crew, maximize internal efficiencies, and create a world-class experience by going beyond what is expected. They exemplify the Rock Hall's Fans First philosophy, inspiring their team to live the Rock Hall's mission and core values.
Job Responsibilities And Duties:
- Leads the Visitor Services team by embodying the Rock Hall's mission to, "Engage, Teach, and Inspire through the power of Rock and Roll."
- Understands and engages fans onstage and helps them connect to the Rock Hall brand and the history of Rock and Roll.
- Identifies, develops, and executes new ideas about how to improve the fan experience under the direction of the Director of Fan Engagement and Onstage Experience.
- Plays a pivotal role in hiring Visitor Services team members for full time, part time and seasonal positions.
- Reviews, understands and communicates key internal messaging to onstage crew via daily Sound Check meeting (morning roll call) and Set List notes.
- Assesses staffing needs and ensures appropriate coverage based on attendance projection, group sales, and events, and uses that information to create dynamic, flexible schedules utilizing the Rock Hall's scheduling software.
- Actively leads, manages, and mentors the Visitor Services team members including but not limited to annual reviews and regular performance check ins, reviewing and approving time off requests, blackout dates, and timecards, and reviewing and resolving employee concerns in partnership with the Director of Fan Engagement and Onstage Experience and Human Resources as needed.
2. Responsible for the daily operations of the Visitor Services department.
- Prioritizes workloads and monitors assignment of posts as necessary.
- Keeps visitor experience in mind while considering post locations.
- Works with Fan Engagement team to leverage engagement specialists at key posts, particularly during peak times and major events.
- Possesses deep understanding of Rock Hall's attendance forecasts, ticketing system and scheduling software.
- Works with other Rock Hall team members to ensure proper staffing for private events, education programs, public programs, exhibit openings and promotional events.
- Serves as first point of contact for any escalated visitor complaints, issues, or questions; with social media, box office, membership, and fan engagement, develops concierge plan for responding, standardizing and cataloguing comments.
- Works closely with our partners (cafe, photography, store, maintenance crew) to maximize efficiency of daily operations, and works closely with programming & sales team to build efficient and effective event plans.
- Works with Visitor Services supervisor to maintain inventory of exhibit guides, Who's In brochures, and admission wristbands.
- Ensures daily walk throughs of the museum are conducted and issues are resolved promptly.
- Assists Box Office with daily attendance reporting and verification, when needed.
- Works with the Director of Security to address health and safety issues in the museum.
- Works with North Coast Harbor neighbors to communicate information about events and road closures that can impact Museum operations to the Rock Hall staff.
- Fills in onstage when needed, particularly during peak times or major events (duties as described in the Visitor Services Representative job description.)
- Works with the Director of Fan Engagement and Onstage Experience to prepare and monitor department budgets.
3. Researches and implements best practices of quality service and administers the Rock Hall's Fans First philosophy.
- Facilitates professional development for the Visitor Services team by providing frequent Coaching Assessments and working with staff to maximize engagement and purpose at each assigned post.
- Works with department director and Manager of Fan Engagement to develop and execute new onstage staff training programs.
- Ensures Visitor Services staff develops and maintains in-depth knowledge of Rock Hall exhibits, events and building features.
- Resolves customer complaints quickly and effectively utilizing Service Recovery tools.
- Researches current trends in guest services by maintaining a strong network of peers from other cultural institutions, attending professional development conferences, and representing the Rock Hall in the community via Councils, Boards, Associations (NEOIMC).
- Acts as a liaison between backstage and onstage staff, communicating the importance of all positions at the Rock Hall, and helps to foster an environment of reciprocal respect and collaboration among all staff.
4. With management team, monitors the pre-visit experience online.
- Monitors and updates rockhall.com to ensure that all information is up to date.
- Maintains a basic understanding of the Rock Hall's email and survey collection software and process.
- Provides our guests with the information needed for large public events, including Rock Hall Live, Rock Hall Honors, etc.
Duties include but may not be limited to the above.
Job Requirements And Qualifications:
- Ability to read and demonstrate basic oral, written, mathematical and manual skills.
- Ability to communicate in standard English.
- Bachelor's degree required, with preference to hospitality management, business management, or related field.
- 3-5 years of hospitality experience, preferably in a cultural arts environment.
- 3-5 years of supervisory experience.
Unique Expertise/Certification/Registrations:
- Strong public speaking, communication, and interpersonal skills; comfortable working with famous musicians & VIP guests
- Possess a passion for customer service and rock and roll
- Serves as a role model for all onstage crew
- Ability to organize and prioritize tasks to meet deadlines and manage multiple projects with minimal supervision and a strong attention to detail.
- Sets a strong example for others by initiating collaboration and working consistently in a collegial manner.
- Knowledge of event related production and implementation helpful.
- The ability to work long hours, including weekends and holidays as well as regular business hours.
- The ability to multi-task, establish priorities and work well in a fast paced and team environment.
- The ability to complete physical tasks such as lifting up to 50 lbs. and being on your feet for long periods of time
- Bilingual capabilities strongly preferred.
- Ability to successfully pass a Rock and Roll Hall of Fame reference check, background investigation, and drug screen.
- Ability to work independently without close oversight, and also a team player who will engage productively with others at varying levels of seniority within and outside the Museum.
- Excellent interpersonal skills to deal effectively with staff members, volunteers, Museum members, donors and visitors.
- A professional and resourceful style; willingness to take initiative, manage multiple tasks and projects at a time; and willingness to learn.
- Thinks of the big-picture and considers the impact of decisions across the institution as a whole.
- Understands implicitly how to work with different people and various working styles across the organization.
- Sets a strong example for others by initiating collaboration and working consistently in a collegial manner.
- Displays a positive attitude toward guests and other museum staff.
- Encourages teamwork and anticipates and removes obstacles to effective teamwork; seeks to resolve conflicts as they arise.
- Approaches others in a positive manner and builds solid long-term relationships with key stakeholders inside and outside the organization.
- Computer Literate: Microsoft Office, scheduling software programs
Work Schedule:
Ability to work at least 40 hours per week; any shift as assigned, including evenings, weekends and holidays. Ability to work rotating shifts and on short notice. Ability to work overtime as business needs demand.
Starting Salary:
Commensurate with experience. (Full-Time/Exempt)
The Rock and Roll Hall of Fame and Museum is an equal opportunity employer and Drug Free Workplace.