Assistant Manager, Guest Services

Assistant Manager, Guest Services

CINCINNATI MUSEUM CENTER

Reports To: Manager, Guest Services

Department: Guest Services

FLSA Status: FT, Non-Exempt, Thursday - Monday

RATE: $18.00/HOURLY

Position Overview:

The Assistant Manager, Guest Services plays a key role in creating exceptional experiences for guests visiting Cincinnati Museum Center. Working within a call center environment, this position helps oversee daily operations while serving as a knowledgeable and welcoming resource for guests, members, educators, and group leaders. The Assistant Manager supports ticketing, memberships, group reservations, and special program bookings using phone, scheduling, and point-of-sale systems, while also assisting with parking operations and guest inquiries. Working closely with the Manager, the Assistant Manager helps drive service excellence, team support, and sale initiatives that create memorable museum experiences for every visitor.

Responsibilities:

• Deliver excellent guest service through effective communication, hospitality, and sales techniques over the phone. Provide accurate information regarding pricing, programs, events, and memberships to help guests plan meaningful experiences while identifying opportunities to increase guest satisfaction, visitation and membership sales.
• Operate multi-line phone, ticketing, and parking management systems to support guest inquiries, reservations, and daily parking operations. Respond promptly and professionally to calls while monitoring parking capacity and resolving guest needs efficiently.
• Support daily Guest Services operations by serving as manager-on-duty, assisting with guest recovery, maintaining break schedules, and ensuring team members have accurate and up to date information.
• Assist the Manager with hiring, onboarding, training, and updating training materials when processes change.
• Use ticketing system to process ticket sales, memberships, group reservations, and program bookings while maintaining accurate sale records and reporting. Develop advanced knowledge of ticketing system and assist with backend ticket builds.
• Support group sales and promotional initiatives through pre-visit communication, outbound communication, reminder emails, and post-visit follow up surveys. Build and maintain positive relationships with educators and group leaders to encourage repeat visitation.
• Assist the Manger with administrative and financial processes including invoicing, purchase order management, and reporting to support monthly and year end deadlines.
• Perform cross-training duties on the museum floor and box office when needed, including ticket taking and assisting with self-serve kiosks, accounting for approximately 10-15% of work time.
• Other duties as assigned.

Qualifications and Experience:

• High school graduate or equivalent required.
• 1 or more years of leadership experience or equivalent.
• Experience in a customer service or telephone sales role preferred.
• Experience with museums, non-profits, hospitality industry or large venues is a plus.

Knowledge, Skills, and Abilities:

• Strong organizational, interpersonal, and communication skills with high attention to detail.
• Ability to work independently and collaboratively with a team.
• Proven ability to use a multi-line phone system and multifaceted computer software systems with frequent interruptions and competing demands.
• Must be able to proofread reports, departmental memos, and other related documents with accuracy.
• Excellent guest relation skills including team building and the ability to manage difficult guest interactions with professionalism, empathy, and discretion.
• Professional demeanor with a high degree of integrity, confidentiality, ethics, and dedication to the mission of Cincinnati Museum Center.
• Ability to communicate with staff and volunteers clearly and pleasantly through both oral and written communications and to develop and maintain a working relationship with peer groups.
• 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.

Additional Requirements & Working Conditions:

• Position is 40 hours per week (full time), hourly, with benefits. Schedule is Thursday - Monday but flexibility is required to meet business demands including evenings, weekends, and holidays. Must have reliable transportation.
• Must be able to lift 25 pounds.
• This position takes place in a fast-paced call center with sound bleed and other distractions during busy times. Possible long periods of sitting and/or standing. Possible periods of moderate walking throughout the building, including stairs. Personal headsets are provided for hands free call response and typing.
• Team environment where all input for improvement is appreciated and all team members support one another.

Cincinnati Museum Center and the National Underground Railroad Freedom Center are proud to be Equal Opportunity Employers. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability or other applicable legally protected characteristics.

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