Guest Experience Manager

The Franklin
Institute, the most visited museum in the Commonwealth of
Pennsylvania, strives to be the world leader in promoting science and
technology education and literacy through inspiring and engaging experiences
that cultivate curiosity, critical thinking, and an understanding of the
crucial role science plays in our lives.

At The Franklin Institute, we provide an environment that is as
nurturing as it is dynamic. Our team-oriented approach allows for ample
learning and career growth opportunities. We think you will find the Institute
offers the ideal atmosphere in which to best use your skills and talents. We
are eager for your input, ideas, and inspiration.

Position
Description:

The
Guest Experience Manager will supervise and execute all aspects of the museum
floor operations with a primary focus on the ticketing and guest services
functions. This customer-focused position must ensure that all of the areas
perform successfully, meeting the operational, professional, and customer
standards of the museum to deliver a world-class visitor experience. The Guest
Experience Manager will also:

• Supervise all departmental staff members and assist
  with any job function when needed
• Successfully oversee the daily operating plan,
  including management of first aid and lost and found
• Create a fun, positive, inclusive team environment
  for all staff members
• Monitor departmental standards with a focus on
  delivering a World Class Visitor Experience
• Manage and evaluate staff performance
• Be responsible for staffing; including recruiting,
  interviewing, hiring, and training
• Assist with customer service training and reward and
  recognition programs for all front line staff
• Assign and adjust staff members on the daily
  schedule to cover the museum based upon the days business pressures
• Establish a significant presence on the floor to
  ensure all areas are operating successfully and that the staff members are
  having fun
• Ensure the security of all revenue collected through
  the ticketing area by observing established theft deterrence measures
• Execute the daily box office cash out including
  verifying all vouchers and coupons
• Be responsible for safe reconciliation and ordering
  operating funds as needed

Position
Requirements

• A Bachelor’s degree is
  preferred or a minimum of 3 to 5 years of experience managing staff in a
  sales and customer service setting are required
• Proven success operating
  within a high-volume ticketed venue or visitor facing organization
• Experience coaching,
  motivating, and monitoring staff members in a fun, energetic environment
• Must be able to stand and
  walk for long periods of time
• Ability to handle multiple
  tasks, make decisions and work in a busy environment
• Outgoing, positive, and
  team-oriented personality
• Strong problem-solving
  skills
• Excellent Oral
  communication skills

Status: Full-time, 37.5 hours per week (work
schedule subject to change based upon business needs and attendance; must be
available to work evenings, weekends and holidays)

Salary: $60,000 – $65,000

To apply, please visit
our Career Center. We look
forward to hearing from you!

Research shows that women and people from underrepresented groups
often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that
someone meets 100% of the qualifications for a role. If much of this job description describes
you, then please apply for this role.

The Franklin Institute is an equal opportunity employer. We do not
discriminate on the basis of race, color, gender, gender identity, sexual
orientation, age, religion, national or ethnic origin, disability or protected
veteran status.