OMSI - Oregon Museum of Science & Industry
  • 26-Jul-2018 to 20-Aug-2018 (PST)
  • Retail
  • Portland, OR, USA
  • $16.10-$17.00
  • Hourly
  • Regular - Part-Time

Eligible for health benefits and paid time off


The Guest Services Assistant Manager assists the Guest Services Manager in overseeing the daily operations of the central information and customer service hub for the museum. This position provides superior customer service to OMSI's onsite guests and leadership for the Guest Services Floor Supervisors and Representatives. The position requires an understanding of retail operations; i.e., an ability to explain and sell OMSI's products to customers and assist in the training of Guest Services staff. Provides support in all aspects of on-site sales and department management, and is the daily operations floor manager.

 

Participate in programs/initiatives to enhance corporate culture, such as:

  • Working effectively with and supporting volunteers throughout the organization.
  • Supporting OMSI's Total Guest Experience (TGE)/Customer Service mission & objectives in daily job performance, including diversity initiatives.
  • Establishing a world class guest service environment that is creative, harmonious, positive, respectful, efficient, knowledgeable and professional toward both internal and external customers.

 

Essential Duties & Responsibilities:

 

  • Assist the Guest Services Manager in training, coaching and build a diverse, knowledgeable and motivated team capable of achieving OMSI's customer service and operational standards.
  • Execute monthly/weekly/daily reports used in day-to-day guest service operations
  • Lead the team, ensuring that staff members capitalize on sales opportunities, deliver outstanding service, and efficiently administer the ticket and membership sales process.
  • Provide support services to the Guest Services Manager and Director of Sales and Guest Services, including clerical duties, handling purchase orders and vendor invoices, events assistance, and other duties as assigned.
  • Act as liaison between Guest Services and Volunteer Services for coordinating, scheduling and supporting volunteers
  • Perform opening and closing tasks, including retrieval of cash at beginning of day, and end of day cash drawer deposits
  • Assist Guest Services Manager in hiring and onboarding of Guest Services staff
  • Be familiar with the department's financial goals and work to increase sales by providing the product information to guests in a way that facilitates sales.
  • Proactively maintain an expert-level knowledge base of all OMSI programs and activities.
  • Identify and delegate appropriate responsibilities to staff to facilitate smooth flow of operations.
  • Assist the Guest Services Manager and Director of Sales and Guest Services in planning and allocating resources to maximize sales, profitability and efficiencies.
  • Assist in performance management by providing feedback and documentation on team performance
  • Identify training needs and provide on-going training.
  • Display a customer first attitude by holding staff accountable for delivering outstanding customer service.
  • Monitor staff for adherence to established opening, closing and emergency procedures.
  • Ensure compliance with cash controls and perform basic maintenance of point of sale systems.
  • Coordinate with and support volunteers throughout the museum, including maintaining the Guest Services volunteer schedule and producing training materials for Guest Services volunteers.
  • Assist in developing and maintaining admission, attraction and membership content on OMSI's website.
  • Responsible for controlling inventory stock levels and reordering as necessary within budget
  • Maintain a high degree of professionalism and appearance as a representative of OMSI to the public.
  • Work in close association with on-stage and back stage departments
  • This position is non-exempt, paid hourly
  • This position is regular part-time scheduled for 30-39 hours/week.

Working Conditions

 

  • Work weekdays, evenings weekends and some holidays as required.
  • Physical Demands: 25% Sitting 70% Standing 5% Lifting/Carrying/Pushing/Pulling 10-30 Pounds
  • Vision requirements include close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and distinguish colors), peripheral vision (ability to observe an area that can be seen up and down or to the left or right while eyes are fixed on a given point), depth and perception (three dimensional vision, ability to judge distance and spatial relationships), and ability to adjust focus (ability to adjust the eyes to bring an object into sharp focus).
  • Noise level is loud (examples: metal can manufacturing department, large earth-moving equipment).

Secondary Functions:

  • Greet visitors to the Empirical Theater and Planetarium: Monitor traffic flow, take tickets, present queuing demonstrations, facilitate seating, introduce shows and provide safety and customer service information.
  • Facilitate submarine tour queuing and ticket taking.
  • Greet large groups upon arrival and facilitate their visit to OMSI (includes confirming headcounts, taking payments, schedule coordination assistance, organizing lunches, providing follow-up, resolving conflicts, etc.).
  • Maintain physical appearance of museum by keeping areas clean and organized.
  • Operate a front desk sales point, perform accurate cash-handling and record-keeping
  • Represent Guest Services in cross-departmental meetings as requested by the Guest Services Manager.
  • In the absence of the Guest Services Manager, be the team's go-to person and decision-maker for customer service issues.
  • Assume other responsibilities and tasks as assigned by the Guest Services Manager and Director of Sales and Guest Services.

Knowledge/Skills/Abilities:

Requirements:

  • Demonstrated ability to teach customer service and sales techniques to others.
  • Positive attitude and proactive approach to challenges and difficult decisions
  • Innovative thinker that can adapt in an ever changing environment
  • Ability to work on service/sales floor and thrive in a physically active work environment.
  • Ability to manage effectively in fast-paced environment while maintaining established service levels.
  • Ability to exercise initiative and good judgment in anticipating problems before they arise.
  • Strong time management skills.
  • Excellent coordination and project management skills.
  • Ability to work independently as well as in teams.
  • Ability to work under pressure with flexibility.
  • Understanding of confidentiality and protocol.
  • Knowledge of supervisory practices and procedures.

Preferences:

  • Experience with point of sale programs.
  • Comprehensive knowledge of OMSI's programs, prices, financial aid, exhibits and activities.
  • Strong knowledge of local community, area and region.

Education & Work Experience:

Requirements: 

  • Bachelor's Degree or equivalent combination of experience and education.
  • Minimum 1 year of supervisory experience.
  • Minimum 2 years' experience in sales, customer service or a related field.

Preferences:

  • Bilingual
  • Familiarity with cultural institutions/attractions/performance venues front-of-house operations.
  • Experience working with volunteers.

Additional Requirements/Preferences; Including Licenses and Certifications:

Requirements:

  • Pre-employment checks, such as criminal background check and reference checks.
OMSI - Oregon Museum of Science & Industry
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