Guest Experience Associate

The Franklin Institute, the most visited museum in the
Commonwealth of Pennsylvania, strives to be the world leader in promoting
science and technology education and literacy through inspiring and engaging experiences
that cultivate curiosity, critical thinking, and an understanding of the
crucial role science plays in our lives.

At The Franklin Institute, we provide an
environment that is as nurturing as it is dynamic. Our team-oriented approach
allows for ample learning and career growth opportunities. We think you will find
the Institute offers the ideal atmosphere in which to best use your skills and
talents. We are eager for your input, ideas, and inspiration.

Position
Description:

The Guest Experience Supervisor will supervise and execute aspects of the
museum floor operations with a primary focus on the ticketing and guest
services functions.  This position serves
as a liaison between the front-line staff and the Management Team and will
provide strict oversight to the floor operations as well as provide on-going
Guest service and system coaching to Front Line Staff. The supervisor will also
assist Managers in the development and implementation of new internal and
external Guest Service and Training Initiatives.  The Guest Experience Supervisor will also be
responsible for:

·
Supervise all departmental staff members and assist with any job
function when needed

·
Successfully oversee the daily operating plan, including
management of first aid and lost and found

·
Create a fun, positive, inclusive team environment for all staff
members

·
Monitor departmental standards with a focus on delivering a World
Class Visitor Experience

·
Assist with customer service training and reward and recognition
programs for all front-line staff

·
Adjust staff members on the daily schedule to cover the museum
based upon the days business pressures

·
Be a significant presence on the floor to ensure all areas are
operating successfully and that the staff members are having fun

·
Ensure the security of all revenue collected through the ticketing
area by observing established theft deterrence measures

·
Execute the daily box office cash out including verifying all
vouchers and coupons

 

Position
Requirements

 

·
A Bachelor’s degree is preferred or a minimum of 1 to 3 years of
experience managing staff in a sales and customer service setting are required.

·
Proven success operating within a high-volume ticketed venue or
visitor facing organization

·
Experience coaching, motivating, and monitoring staff members in a
fun, energetic environment

·
Must be able to stand and walk for long periods of time.

 

Status: Part-time,
30 hours per week.  The work schedule is
varied, but primarily Wednesday through Sunday. This is subject to change at
any time based upon business needs and attendance.  Must be available to work evenings, weekends,
and holidays during the busy season.

 

Benefits
Information:

The Franklin
Institute offers a comprehensive benefits package including health, dental, and
vision, 401K, life insurance and disability coverage. We also offer generous
Paid Time Off, paid holidays, and numerous wellness program benefits.

 

Please submit your cover letter
and resume to
[email protected] (please
indicate the position for which you are applying in the subject line). We look
forward to hearing from you!

 

Research shows that women and people from underrepresented groups
often apply to jobs only if they meet 100% of the qualifications.  We recognize that it is highly unlikely that
someone meets 100% of the qualifications for a role.  If much of this job description describes
you, then please apply for this role.

 

The Franklin Institute is an equal opportunity employer. We do not
discriminate on the basis of race, color, gender, gender identity, sexual
orientation, age, religion, national or ethnic origin, disability or protected
veteran status.

 

As a condition of employment at The Franklin Institute, employees
must be fully vaccinated against COVID-19 by the date of hire, subject to
requests for accommodation. 

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