Description:
Job Title: Manager of Marquette Hub Sales & Operations
Location: Marquette Building
Department: Tourism
Salary Range: $55,000-$65,000
Reports To: Director of Tourism & Sales
FLSA Status: Full Time, Exempt
Schedule: 5 days onsite
Job Summary:
The Marquette Hub Manager oversees daily operations at the CAC Marquette Hub location, ensuring a seamless guest experience across retail, tours, and memberships. This role focuses on delivering exceptional customer service, supporting and coaching Marquette Hub staff, and maintaining high operational and retail standards. The Marquette Hub Manager is a proactive problem solver who can independently troubleshoot operational, guest service, and system-related issues in real time, ensuring minimal disruption to the visitor experience. This role also provides support at The Center location as needed.
Duties and responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Guest Experience & Operations
-
Oversee daily operations at the Marquette Hub location, proactively managing floor activity to ensure seamless support for staff and volunteers, quickly addressing operational challenges and adjusting in real time to meet guest needs.
-
Set the standard for exceptional customer service by modeling best practices, actively engaging with guests, and fostering a culture where staff consistently deliver welcoming, informative, and memorable experiences.
-
Support and coach Center Coordinators, Shift Leads, and Associates through regular feedback, on-the-floor guidance, and skill development to ensure consistent, high-quality guest service.
-
Promote equity, diversity, and inclusiveness by cultivating an environment where all guests and staff feel respected, represented, and welcomed, and by reinforcing inclusive service practices across the team.
-
Serve as manager on duty for openings and closings, including cash handling, safe counts, and daily reconciliations, as well as high-level cash management responsibilities such as bank runs, change orders, and secure deposit drop-offs.
-
Collaborate with The Center Leadership to maintain SOPs specific to retail, tours, and membership processes at the Marquette Hub, ensuring alignment with The Center location operating procedures.
-
Analyze and monitor daily attendance trends to strategically plan workloads and adjust staffing levels, ensuring optimal coverage and efficiency.
Retail
-
Maintain high standards of store operations, customer service, and sales performance at Marquette retail by actively managing the sales floor, reinforcing expectations, and ensuring a consistently engaging and efficient shopping experience for all guests.
- Oversee the receiving, inspection, and processing of shipments, ensuring accuracy, organization, and timely floor placement, while maintaining strong inventory controls and resolving discrepancies as needed.
- Provide ongoing coaching and clear task delegation to Retail Shift Leads and Associates, leading regular team meetings and trainings that reinforce expectations, communicate updates, and support staff development and sales effectiveness.
Ticketing & Membership
-
Serve as the primary on-site resource at Marquette Hub for tours, programs, and membership offerings, addressing guest inquiries, resolving issues, and supporting staff with real-time guidance.
- Maintain a comprehensive and up-to-date knowledge of CAC tours, exhibits, and special programs, using this expertise to assist guests accurately, recommend experiences, and drive overall participation and revenue.
- Lead membership promotion and sales efforts by setting expectations, modeling effective sales techniques, and ensuring staff are well-trained and confident in communicating benefits and enrolling new members.
- Provide ongoing guidance and structured training for Marquette Hub staff on ticketing procedures, tour operations, and membership processes, ensuring consistency, accuracy, and efficiency in all transactions.
Benefits & Perks
-
Health Insurance: Full-time positions are eligible for Medical, dental, and vision coverage with employer contributions
-
Retirement: 401(k) retirement plan with employer match up to 4% eligibility for all employees.
-
Paid Time Off: Full time positions are eligible for Vacation, Personal, Floating Holidays and paid holidays
-
Wellness & Support: Employee Assistance Program (EAP)
-
Additional Benefits: Life insurance, short- and long-term disability coverage
Core Values
One Team: Collaborate
- Listen to others’ points of view and be open to feedback, new information and changed circumstances.
- Resolve disagreements and conflicts directly and promptly.
- Support group decisions.
Continue Learning
- Be creative and curious: experiment, explore new ideas and learn from missteps.
Respect
- Be patient and considerate in dealing with others.
- Use appropriate comments, language, and humor that will not offend others.
Integrity
- Follow through on commitments.
Requirements:
Skills and Qualifications
Education
-
High school diploma or equivalent, Bachelor’s degree preferred
Experience
-
Strong leadership, organizational, interpersonal, and communication skills
-
Ability to thrive in a fast-paced environment
-
Excellent guest service, problem-solving, and complaint resolution skills
-
Ability to effectively present information to and collaborate with all levels of employees
-
Strong technical skills using web-based programs and databases
-
Commitment to promoting a welcoming and inclusive environment for colleagues, volunteers, and visitors/audience
-
Required Experience
-
Strong leadership, organizational, interpersonal, and communication skills
-
3-5 years of experience in a supervisory or management role, with a proven ability to lead, motivate, and manage a diverse team of staff and volunteers.
-
Demonstrated track record of delivering exceptional guest experiences and fostering a service-oriented culture within an organization.
-
Experience overseeing daily operations, including scheduling, resource allocation, and problem-solving, as well as developing and maintaining standard operating procedures (SOPs).
-
Advanced knowledge of ticketing and point-of-sale systems, with experience in platforms like Ticketmaster or Ventrata strongly preferred.
-
Proven experience driving sales and revenue growth through ticket sales, memberships, and strategic sales initiatives.
-
Strong communication and collaboration skills, with a commitment to fostering a diverse, inclusive, and equitable workplace that aligns with organizational values.
-
Self-starter with creative problem-solving skills.
Working conditions
-
Supplemental Information to Assist Organizations In Their Compliance with the Americans with Disabilities Act (ADA)
-
http://www.niqca.org/documents/ADAPhysicalRequirementsChecklist.pdf
Physical requirements
-
Supplemental Information to Assist Organizations In Their Compliance with the Americans with Disabilities Act (ADA)
-
http://www.niqca.org/documents/ADAPhysicalRequirementsChecklist.pdf
Direct reports
-
Marquette Hub Coordinator
