Guest Engagement Manager

# Guest Engagement Manager TULSA, OK 74105## Overview Salary Range $48,718.00 - $68,205.00 Salary Position Type Full Time Job Shift Any## Description

About the role:

The Guest Engagement Manager is an important member of the Operations Leadership Team. This role leads the Guest Engagement team and is responsible for the day-to-day operation of the museum’s front desk, gift shop, birthday party, and gallery programming to ensure a fun, welcoming, educational, and safe guest experience. This position is also responsible for exceptional hospitality including facilitating world-class customer service, creating memorable experiences, and ensuring an unforgettable visit for every Discovery Lab guest.

Primary Leadership Responsibilities:

The GE Manager oversees Discovery Lab’s guest-facing teams. As the team leader, this position ensures the team has clear expectations, appropriate training, and the tools they need to be set up for a successful shift every day. The GE Manager:
* Oversees the daily flow of staffing and programming for the Guest Engagement Team ensuring staff feel supported and prepared to help each visitor have an exceptional experience at the front desk, on the exhibit floor, and in birthday parties.
* Coordinates and schedules to ensure there is always a Manager on Duty present on the floor to support staff. The GE Manager is expected to work as the MOD up to 20 hours each week.
* Leads meetings such as morning meeting, Facilitation and Customer Hospitality Trainings, and other team meetings as necessary.
* Together with the COO, sets strategic goals for the team and manages the tactics necessary for goal achievement.
* Promotes teamwork and collaboration with colleagues and works cross-functionally with other staff.

Primary Operations Responsibilities:

The GE Manager is responsible for museum operations and daily sales. The GE Manager creates and manages an annual budget and carries out strategies to accomplish business plan goals. To achieve these goals the GE Manager:
* Monitors and understands weekly, monthly, and yearly visitation patterns, contributing data and insights to executive leadership. Uses knowledge of visitation patterns to schedule staff appropriately.
* Attends to and follows through on customer complaints, incidents, and accidents.
* Oversees the opening and closing of cash register tills, as well as adherence to cash handling and deposit policies.
* Understands the value of clean, functional, and welcoming spaces and supports front desk staff, gallery staff, and volunteers in maintaining the appearance of the lobby and exhibits throughout the day as needed.
* Manages day-to-day gift shop operations, including sales goals, pricing, vendor relationships, merchandise purchasing, and inventory tracking.
* Partners with the marketing team on product mix and visual merchandising, keeping displays fresh and tied to programming and seasonal promotions so the store feels like an extension of the museum’s mission.
* Coordinates with the other departments/staff during field trip experiences at Discovery Lab—directing and/or facilitating greetings and coordination of groups upon arrival.
* Communicates professionally regarding Discovery Lab’s activities, events, and attractions to visitors in the museum and ensures all staff do the same.
* Maintains a safe and secure environment for guests and staff. Works closely with the Education Manager as the first point of contact for emergency situations, will be tasked to evaluate the situation, respond appropriately, and provide direction to all in the museum at the time the emergency occurs.
* With the GE Assistant Manager, maintains inventory through monitoring and purchasing facilitation equipment and supplies necessary for exhibit…