Leverage your customer service and sales skills to make a difference in the community! The Guest Sales and Services Manager is a mission critical role at Arizona Science Center—an inspirational leader responsible for delivering extraordinary customer service and meeting or exceeding the monthly and annual sales plan, encompassing general admission, traveling exhibitions, Dorrance Planetarium, Irene P. Flinn Giant Screen Theater, concessions and SkyCycle at Arizona Science Center. He/she will be accountable for delivering consistently exceptional frontline customer service that surprises and delights guests and spreads positive word-of-mouth. He/she will hire and train new associates in effective sales and customer service practices and ensure we deliver with every guest, every time.
EQUAL EMPLOYMENT OPPORTUNITY
Arizona Science Center maintains a strong policy of equal employment opportunity for all employees and applicants. We recruit, hire, train, promote, compensate, and dismiss employees on the basis of such factors as experience, character, ability and skill, without regard to race, color, religion, sex, sexual orientation, national origin or heritage, age, marital or veteran status, disability, citizenship, or any other status protected by federal, state or local law.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Responsible for delivering our monthly and annual revenue goals. Does so by ensuring the team delivers extraordinary customer service and employs highly effective selling skills.
Proactively responds to sales trends in general attendance using creative tactics to ensure we meet our goals.
Leads by example in positive, friendly and effective customer interactions. Interacts in a professional and positive manner with guests of all ages. Actively coaches the team to ensure consistent, sustained results.
Handles service remediation/guest service issues with sensitivity and finesse. Uses every situation as an opportunity to turn a dissatisfied guest into a delighted one.
Develops, coaches, and retains a high performing sales and service team.
Alongside the Operations Assistant Manager, staffs and schedules team for all guest, member, group and special event needs. Ensures compliance with all operating procedures.
Manages “through walking around”—overseeing outstanding service delivery across the building and ensuring any issues that affect guest experience are addressed in an urgent manner.
Mentors and trains Guest Sales and Services (GSS) team, including General Admission, Information Desk, Concessions, and SkyCycle. Ensures excellent communication of Science Center policies, procedures, programs, fees, and performance objectives.
Builds strong partnerships with the Facility Rental and Events team, Learning/Education team, and the Blue Crew/guest interpreters.
As part of the broader Marketing & Sales team, coordinates and assists with special events as needed (e.g. Science With a Twist, Snow Week, Lasers and Liquor, Fry’s Free Weekend, etc.).
Contributes to overall marketing and sales strategies and plans.
Interacts daily with employees and management from other departments.
Other duties to support Marketing and Sales, as assigned.
Directly supervises a GSS Operations Assistant Manager and a GSS Lead Associate,
Oversees a team of 15+ frontline associates, most of whom are part-time.
Directly carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training the employee(s); planning, assigning, and directing work; appraising performance; rewarding and disciplining employee(s); addressing complaints and resolving problems.
Staff may grow as revenue warrants.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor’s degree from a four-year college and a minimum of two years’ experience building and leading a frontline team in a large format retail store or venue, supervising a large staff with an expansive variety of responsibilities, or a combination of education and experience.
Proven ability to achieve sales objectives, and to deliver customer service that surprise and delight guests.
Front-end operations experience including opening and closing duties, reconciliation and reporting. Advanced working knowledge of point of sale systems and cash handling best procedures.
Driven, energetic and enterprising personality. Always striving, never satisfied with the status quo.
A hands-on leader who realizes the importance of being present for the team—particularly on high volume days, which may include weekends and some evenings.
Displays meticulous attention to detail and diligent about follow through.
Displays unfailing grace under pressure. Models composure and warmth in the face of large crowds and/or customer challenges.
Speaks persuasively and articulately and presents self well in front of groups large and small. Able to generate enthusiasm and dedication for our programs and events with both frontline team members and guests.
Please submit a resume and cover letter to Human Resources at email@example.com using subject line Last Name, First Name _Guest Sales and Services Manager. No phone calls, please.