Guest Services Assistant Manager: Full-Time

Job Description Job Description JOB TITLE: Guest Services Assistant Manager: Full-Time EMPLOYER: Museum of Science & Industry SALARY RANGE: $14.50/hour SCHEDULE: SATURDAY-WEDNESDAY DEPARTMENT: Guest Services REPORTS TO: Guest Services Leadership SUMMARY: The Assistant Manager at MOSI plays a vital role in ensuring smooth daily operations and exceptional guest experiences. This individual is responsible for managing team schedules, training staff across various positions-including the SkyTrail Ropes Course as a certified Trainer and the Virtual Reality Transporter-and maintaining the museum's integrity. The Assistant Manager will also handle cash deposits in collaboration with the accounting team, assist staff on the floor, and communicate any concerns or daily reports to the Manager. Flexibility to work during after-hours events and activities is essential. This position requires leadership skills, attention to detail, and a commitment to MOSI's standards of service and safety. DUTIES AND RESPONSIBILITIES: Staff Management: Develop and manage staff schedules to ensure adequate coverage across all MOSI exhibits and attractions. Conduct regular staff check-ins to ensure adherence to museum policies and high-quality guest interactions. Step into various roles as needed to maintain smooth operations. Training & Development: Train new and existing staff for various positions, focusing on guest service, safety protocols, and exhibit knowledge. Serve as a certified Trainer for the SkyTrail Ropes Course and Virtual Reality Transporter, ensuring all staff comply with safety and operational standards. Conduct ongoing training sessions to enhance staff skills and knowledge. Financial Responsibilities: Handle cash deposits accurately, working closely with the accounting team to ensure compliance with financial procedures. Maintain accurate cash handling records and report discrepancies immediately. Operational Support: Oversees daily operations of guest services, including theater ushers, ensuring smooth show transitions and exceptional visitor experiences. Frequently required to be in dark spaces while managing theater operations and assisting guests. Assist staff on the floor by resolving guest issues, providing information, and ensuring a positive visitor experience. Prepare and submit daily operational reports to the Manager, highlighting key observations, challenges, and recommendations. Support after-hours events and activities as needed. Museum Integrity: Monitor safety protocols across all attractions and report any maintenance or safety concerns promptly. Leadership & Communication: Act as a point of contact for staff to report concerns or issues during shifts. Promote a positive work environment through effective communication and team-building initiatives. COMPETENCIES: ELICIT- Embodies MOSI's values of Enjoyment, Learning, Impact, Collaboration, Innovation, and Trust; Exudes enthusiasm and creativity; Exhibits sharp critical thinking skills with an openness to diverse opinions and respectful discourse; Practices continuous respect, professionalism, intellectual honesty, integrity, and ethical conduct. Customer Service- Displays a strong commitment to delivering exemplary customer service. Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments. Safety and Security Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly. Problem Solving Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. Communication- Speaks and writes clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions in oral and written situations; Demonstrates group presentation skills and actively participates in meetings. Teamwork Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Judgment Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. Adaptability Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. Managing People Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills. QUALIFICATIONS: High School diploma or equivalent. Excellent customer service skills. Ability to handle/adapt to a fast-paced working environment. Ability to handle stressful situations while maintaining a positive attitude. Ability to handle cash transactions accurately. Ability to manually operate a cash register, computer keyboard and/or mouse. Ability to sit or stand for prolonged periods of time. Ability to perform repetitive motions; such as walking up and down stairs. Physical ability/comfort to work heights up to 36ft above the ground. Physical ability to move about the Ropes Course and its elements. Physical ability to work in outdoor/indoor environments. Customer Service and/or cash handling experience preferred. No prior Ropes Course or Virtual Reality experience needed; but preferred. Flexible schedule including holidays and weekends PHYSICAL DEMANDS AND WORK ENVIRONMENT: Continually required to stand. Continually required to walk. Frequently required to sit. Continually required to utilize hand and finger dexterity. Frequently required to climb, balance, bend, stoop, kneel or crawl. Continually required to talk or hear and utilize visual acuity to operate equipment, read technical information, and/or use a keyboard. Frequently required to lift/push/carry items less than 50 pounds. Frequently exposed to outside weather conditions. Frequently work in high places. Be near or around loud noises. Frequently required to be in dark spaces. MOSI is open 363 days a year. Employees may be required to work some holidays. BENEFITS MOSI offers a robust and comprehensive benefit package plan to full time employees. Benefits begin on the first day of the month following 60 days and include: Health, Vision, Dental, Short term disability, Long term disability, Life insurance Basic plans of each category are at no cost to the employee. Other employee options of coverage available as well as dependent coverage paid via payroll deduction. Optional Insurance A range of plans including Group Accident, Critical Illness, and Hospital Indemnity are available. 401(k) Retirement Plan MOSI has a 401(k) Plan in place to help employees save for retirement. Employees become eligible in the Plan after six months. After that time, MOSI will contribute 3% of your salary and will match your employee contribution up to 4%. Paid Time Off (PTO) MOSI believes that employees should have opportunities to enjoy time away from work to help balance their lives, and also recognizes that employees have diverse needs for time off from work. A generous and flexible amount of hours are available for full time employees to use that works best into their schedule. MOSI Membership Complimentary annual family membership Local Memberships Complimentary annual family membership to Florida Aquarium, Glazier Children's Museum, and ZooTampa at Lowry Park Attraction Share MOSI participates in the program through the Florida Attraction Association which allows MOSI employees and their guests (up to 3) entrance free of charge or at a considerable discount, to the top attractions in Florida. More information is available: https://attractionshare.showare.com/

Location: Tampa, FL, US

Posted Date: 4/29/2025