Please Touch Museum, the Children’s Museum of Philadelphia (PTM) was founded in 1976 and was the first children’s museum to focus exclusively on young children ages birth to seven. PTM is multidisciplinary, providing exhibits and programs in the visual and performing arts, including theater, music and dance, literacy, humanities, math and science. PTM’s exhibits are themed environments that are hands-on and interactive helping children to learn, develop and practice the skills they need to be successful 21st-century learners. The mission of Please Touch Museum is change a child’s life as they discover the power of learning through play. In 2008 PTM moved to Memorial Hall in Fairmount Park, a National Historic Landmark Building built for the 1876 Centennial Exhibition.
Manager, Guest Experience (GE) will lead the department to develop and implement the strategies, programs and training to achieve a five-star guest experience for all visitors to the Museum. A complete dedication to outstanding guest services and exceptional hospitality is required. This position will ensure that Guest Experience is staffed by well-trained, qualified individuals who can effectively support PTM in its mission. The Manager ensures that GE departmental operations are efficient and cost-effective, and that the department operates in a way that enables employees to focus on providing guests with a superior museum experience. Works with the Managers of Admissions, Education and Exhibits to assure a seamless and exceptional guest experience.
Salary & Benefits:
Please Touch Museum offers an excellent working environment; a comprehensive benefit package and competitive salary.
Key Duties & Responsibilities:
• Build, manage and maintain an effective Guest Service team.
• Define qualifications and standards for the recruitment and hiring of all new Guest Experience employees.
• Ensure effective and timely ongoing training of all new hires, including intense Customer Service training. Create and implement a flexible, comprehensive, and on-going guest service training module for all FT/PT and temporary staff who work within the Museum to ensure continuous excellence in guest services
• Ensure that all departmental performance and operational standards are clear to employees of all levels within the department. In partnership with HR, execute formal disciplinary actions to ensure that employees are held accountable for subpar performance and/or policy violations
• Foster accountability and teamwork throughout staff by leading by example, supporting supervision of full time and part-time staff and holding the Museum staff accountable for consistently exceeding guest expectations.
• Work with leaders and staff in all departments to ensure that each department is effectively supporting museum-wide needs, guest experience and operations.
• Responsible for maintaining Guest Experience team’s knowledge of permanent and temporary exhibits, upcoming programs and events, Museum visiting information, membership benefits, and basic Memorial Hall and Centennial history. Responsible for overseeing the training on educational principles and practices of learning through play that engage children and adults, encourage and inform adult interaction, and enhance guests’ educational experience of the Museum.
• Works closely with the Manager, Sales in relation to Birthday Party and School Group implementation.
• Write and create policies, procedures, standards and systems to ensure consistent and effective best practices throughout all departmental operations.
• Respond to and manage guest incidents occurring in the Museum to maintain a positive and safe experience for all guests. Support staff in managing Museum incidents and customer service concerns.
• Work closely with Marketing & Communications and Development departments to script floor staff around promotions, store offerings, membership offers and benefits, and Museum policies.
• Work closely with the Manager, Education and Director, Exhibits related to programming needs and scheduling. Ensure the proper staffing of Museum is aligned with the education programming and exhibit needs.
• Manage and ensure financial sustainability related to the budgets, ensure cost-effective staff scheduling to support PTM strategic goals. Analyze data regarding visitation, programming and expenses.
• Other duties as assigned.
Competencies Needed for Position:
• Goal Directedness
• Critical Evaluation
Education, Knowledge, Skills & Abilities:
• Bachelor Degree required. Significant professional experience in sales and/or retail may be substituted if employee lacks a bachelor’s degree.
• Minimum 3 or more years in a supervisory position overseeing a large staff who are accountable to deliver excellent guest service.
• Proven ability to do scheduling and ensuring quality standards.
• A complete dedication to outstanding guest services and exceptional hospitality is required.
• Bilingual skills a plus.
• Dynamic and inspiring leadership and presentation style required.
• Prior experience in developing training modules specially related to customer services.
• Expert knowledge of best practices in customer service required.
• Experience working with young children in a professional setting preferred.
• Experience in developing excellence guest relations required. Understanding the importance of excelled guest relations and able to be a mentor of PTM staff.
• Formal and informal training in conflict resolution recommended.
• Knowledge of local cultural and museum attractions preferred.
• Demonstrate ability to train in guest excellence in a public forum.
• High level of ability with Microsoft Word and Excel needed. Knowledge of internet research needed.
• Excellent writing skills needed to draft training modules policies and procedures, job descriptions, performance management tools, documentation of personnel issues, informational emails, etc.
• Able to respond to guest complaints in a professional and sincere manner.
• Public speaking ability needed to lead meetings and training.
• Excellent interpersonal customer service skills required. Ability to talk in a developmentally appropriate manner with very young children.
• Ability to manage multiple, complex priorities within demanding timeframes.
• Demonstrate an understanding of the role of museum education in lifelong learning, 21st century skill building and learning through play.