Charles H. Wright Museum Logo


As of May 28, 2015

Guest Services & SRO Manager

Function: Operations

Type: Full-Time

Reports to: Chief Financial Officer

General Summary of Duties:  

Under general direction of the Chief Financial Officer, the Guest Services and SRO Manager leads the effort to create the best possible visitor experience. The Manager is responsible for coordination and supervision of the front desk operations and staff, as well as the Museum retail store. The Manager hires, trains and manages Guest Services staff and assures the appropriate checks and balances in retail operations. The Manager is also responsible for selection, inventory and placement of store inventory.

Essential Duties of the Position:

• Achieve and be recognized for providing an exemplary level of guest services in the Museum
• Conduct guest services surveys and act on the resulting feedback
• Assist CFO through day-to-day oversight of retail outlets within the Museum

Additional Key Responsibilities:

• Develops, communicates and implements effective policies and procedures representing best visitor services practices, including sales, admissions and general information
• Develops, manages and supports staff members; oversees staff training to promote and achieve consistently high levels of customer satisfaction
• Manages daily operations including staffing, work schedules, coordination of guest services, and stores
• Selects retail store items, tracks and monitors inventory and generates reports using the POS (point of sale) system
• Analyzes, identifies, and monitors retail sales ticket trends
• Reviews and recommends updates to printed and electronic guest materials in collaboration with Marketing and Communication
• Embraces and models outstanding customer service for the Museum guest services team
• Responds immediately to customer complaints and concerns; uses judgment to resolve complaints to guest satisfaction
• Develops and analyzes guest surveys; recommends policy or operational changes based on guest feedback
• Works collaboratively with Marketing departments on group tour scheduling and other program services
• Collaborates with Marketing and Communications team to provide input for annual sales plan including pricing, tour pricing and discounts;
• Participates with Guest Services on logistical and operational issues and new opportunities surrounding the visitor experience
• Other duties as assigned

Required Education and Experience:

• Bachelors Degree in Marketing, Management, Business or a related field
• Five (5) years of related work experience, including at least five years in a Guest Services role
• Demonstrated ability and experience in a high traffic destination or hospitality environment is required

• Microsoft Office skills including proficiency with Word, Excel, Outlook and PowerPoint; ability to learn and work with a Blackbaud POS system

• Experience in training, supervising and motivating staff and/or volunteers

• Proven track record/history in leading a sales retail operations unit

Physical Factors:

• Must be able to walk and stand, as needed, to conduct training and evaluate performance

Working Conditions:

• Museum / office environment

Qualified applicants should email a resume and cover letter to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .