Guest Services Manager

This is a Full Time Job

ABOUT US:
We are a brand-new touring art exhibition experience starting in the heart of Los Angeles. Our exhibition offers visitors a unique and captivating journey through interactive installations, art displays, and multimedia experiences that engage the senses and spark creativity. We are seeking a dynamic and experienced Guest Services Manager to join our team and contribute to the success of this one-of-a-kind venture.

POSITION OVERVIEW:
Reporting into the General Manager, the Guest Services Manager will play a crucial role in overseeing the front-line interactions between our visitors and the exhibition. Your primary focus will be on creating a welcoming, informative, and enjoyable experience for all guests. The ideal candidate possesses exceptional leadership skills, a passion for customer service, and a talent for managing a diverse team.

RESPONSIBILITIES:
• Lead and manage the Guest Services team, including hiring, training, scheduling, and performance management.
• Collaborate with other departments, including, ticketing, retail, security, and facilities, to optimize operations.
• Develop and maintain comprehensive knowledge of the exhibition's content, installations, and offerings to provide accurate and engaging information to visitors.
• Monitor the maintenance and upkeep of the exhibition space, including installations, lighting, sound systems, and facilities.
• Implement and uphold high standards of customer service, ensuring that each guest interaction reflects our commitment to excellence.
• Oversee and manage the VIP guest experience.
• Collaborate with the operations, maintenance and security teams to optimize visitor flow, safety protocols, and overall guest experience.
• Oversee the execution of guest engagement strategies, including interactive elements, informational materials, and feedback mechanisms.
• Handle escalated guest inquiries and concerns, ensuring swift and effective resolution to maintain guest satisfaction.
• Monitor and respond to online reviews and feedback platforms, addressing visitor comments and utilizing feedback to improve guest services.
• Maintain guest services budgets, track expenditures, and report on financial performance.
• Foster a positive and collaborative team culture that promotes continuous improvement and personal growth.

SKILLS AND QUALIFICATIONS:
• Proven experience (8+ years) in guest services, customer experience, or hospitality management.
• Exceptional leadership skills with the ability to inspire and motivate a team.
• Strong interpersonal and communication skills to interact effectively with guests and team members.
• Detail-oriented and organized, capable of managing multiple tasks in a fast-paced
environment.
• Flexibility to work during evenings, weekends, and holidays as required by the exhibition
schedule.
• A passion for the arts, culture, and delivering exceptional guest experiences.
• As this is a touring position, travel is required.