Guest Services Manager

Summary

Frank Lloyd Wright’s Martin House is a non-profit organization with a primary mission to preserve, interpret, and promote the Martin House, a National Historic Landmark and a premier New York State Historic Site.

 

The Martin House seeks a full-time Guest Services Manager to join our team. The Guest Services Manager is primarily responsible for the daily supervision and operations of the Guest Services team at Frank Lloyd Wright’s Martin House. Under the direct supervision of the Senior Tour Manager, the Guest Services Manager will consistently deliver an exceptional level of customer service to all individuals. The Manager should be excited about engaging visitors of all ages and creating a meaningful, positive experience that inspires continued engagement with the Martin House through future visits, membership, and/or donating.

 

The Manager is responsible for overseeing and providing positive leadership to the Guest Services and Martin House (MH) Associates team. In addition, the Manger will oversee training, scheduling, and continuing professional development of the team. The Guest Services work environment is fast-paced and requires a dynamic individual who can adapt to meet the needs of the Martin House.

 

This is a full-time, non-exempt position that has a varied schedule requiring regular weekend and occasional evening work.

 

We strongly encourage applications from women, racial and ethnic minorities, and other individuals who are under-represented in the profession, across color, creed, race, ethnic and national origin, physical ability, gender and sexual identity, or any other legally protected basis.

 

 

Key Responsibilities:

Leadership

• Create, implement, and maintain best practices, policies and procedures that provide a welcoming and friendly environment for visitors.
• Interact with the public in a positive and enthusiastic manner, modeling exemplary service standards for Guest Services and MH Associates.
• Coordinate and lead staff training, develop retaining systems, and seek and apply professional development opportunities for all members of the Guest Services team.
• Manage staffing schedule and ensure appropriate coverage, including lunch coverage for staff as appropriate.
• Serve as a source of reliable and accurate information; proactively communicate program information and site updates to team so they can successfully answer visitor inquiries.
• Be prepared to lead staff in response to emergencies that arise.
• Coordinate with peer departments, especially in the areas of operations, event and program planning, scheduling, and cross-departmental function.

 

Visitor Center & Customer Service

• Understand and apply protocols concerning guest ticketing, discounts, phone system, and membership information.
• Support customer service staff in resolving visitor concerns and complaints. Respond to visitor questions (on-site, online, and by phone) about ticketing and admission in a timely manner.
• Work with supervisor and Communications team to spearhead the development of institutional standards for messaging visitor information (on website and in automated messaging).
• Maintain an inventory of all supplies needed to operate visitor facing operations.
• Serve as Martin House accessibility coordinator: lead in facilitating guest needs, including ASL interpretive services, answering accessibility inquiries and tracking requests.
• Be cross-trained in all areas of Guest Services and be willing to provide coverage for those areas as needed.

 

Interpretation

• Be a trained Martin House docent and periodically lead tours as a backup docent.
• Provide backup for formal interpretation including talks and tours, delivered with accuracy and in an engaging manner.

 

 

Qualifications & Core Competencies

 

Skills & Abilities

• Maintain a positive, calm, and professional demeanor with visitors, volunteers, and staff at all times.
• Be responsive to a large number of visitors’ diverse needs while focusing on high priority tasks.
• Technologically adept. Strong proficiency and knowledge of Microsoft Office products. Able to manage complex database functions in AudienceView (or similar database).
• Strong administrative skills with an ability to multitask and perform at high standards with a collegial team.
• Ability to independently anticipate and analyze situations, define problems and objectives, recognize viable alternatives, and formulate rapid solutions.
• Demonstratable experience working collaboratively and respectfully within a team and across departments.
• Strong communication skills with the ability to express ideas clearly both in written and verbal communications.

 

Customer Service

• Ability to communicate with people outside of the organization, representing the organization to customers, the public, and other external audiences.
• Experience in training and supervising employees and providing front-line customer service.
• Knowledge of principles and methods for showing, promotion, and selling products or services.
• Experience serving diverse audiences.

 

Management/Leadership

• Knowledge of principles and techniques of supervision, hiring, and general management of team.
• Work with staff to identify their developmental needs then coach, mentor, and help them to improve their knowledge or skills.

 

Preferred Qualifications:

• Bachelor’s Degree or equivalent experience.
• Previous experience managing a visitor services team in a museum or cultural attraction is preferred.
• Exceptional customer service skills with conflict resolution experience.

 

Compensation & Benefits: Health, vision, and dental insurance; PTO, floating holidays, and sick time; retirement plan; a flexible work environment; and employee discounts. Compensation rate will be determined by experience and qualifications within the salary range of $52,000-$55,000.

 

To Apply: Email the following materials to [email protected] indicating “Guest Services Manager” in the subject line:

• Cover Letter
• Resume

 

Applications will be accepted until the position is filled, ideally with a start date in October or November 2024. All applications will be acknowledged upon receipt. No phone calls please.