Guest Experiences Operations and Business Manager

About Us: The Griffin Museum of Science and Industry is the largest and most interactive science museum in the Western Hemisphere. Griffin Museum of Science and Industry (Griffin MSI) exposes guests of all ages to awe-inspiring exhibitions that spark curiosity and bring science to life. Griffin MSI’s mission – to inspire the inventive genius in everyone – is realized through its world-class exhibitions and engaging guest experiences. The Museum provides programs and experiences that deepen the engagement of students and teachers in science and science-related disciplines, with a vision to inspire and motivate our children to achieve their full potential in the fields of science, technology, engineering and math.

We offer a creative, collaborative, and innovative environment for our employees. Our employees get great perks such as: benefits starting day one of your employment, free admission to Griffin MSI for family and friends, free admission to other Chicago cultural institutions, free parking in Griffin MSI's garage and more! If you are equally passionate about our vision and want to be surrounded by a team of dynamic, smart, and innovative people, the Griffin Museum of Science and Industry is the right place for you!

The Job: The Guest Experiences Operations and Business Manager is responsible for the operations of the Guest Experiences (GE) Department. This role ensures the operations infrastructure supports and enhances the delivery of world-class, educational, and engaging experiences including tours, live science demonstrations, and in-depth VIP experiences for all guests including special event guests.

This is a fulltime position with a Tuesday - Saturday schedule and requires working on weekends and holiday, and some evenings.  

Responsibilities

• Responsible for overall operations management including appropriate staffing levels, establishing rotations, schedules, and adjust for call-offs and other changes.
• Proactively plan, direct, coordinate, and streamline operations and build a strong, cohesive team.
• Maintain wage and non-wage budget tracking, ensure timely and accurate submission of payroll, establish and maintain processes for day-to-day operations, and coordinate and manage internal and external communications.
• Collaborate with team leadership to ensure a high standard of excellence in guest engagement and guest services; lead and maintain a positive, collaborative, and transparent team culture. 
• Oversee hiring and new hire onboarding; identify hiring needs and coordinate resources to meet those needs.
• Address and resolve guests' needs, concerns, and complaints, assuring they are settled in a positive, timely, and appropriate manner. 
• Collaborate with the team's leadership to monitor the team's performance in support of maintaining standards of facilitation, engagement, and guest readiness.
• Identify and implement training programs including guest readiness and facilitation skills, informal education strategies, science communication, and operational/safety training. 
• Assign and direct work of the team; assessing performance and provide feedback; reward and discipline employees; enforce polices, procedures, standards, and provide mentoring with establishment of expectations and reinforcement of good performance.
• Conducts investigations and separation meetings; reviews and deliver discipline memos.
• Provide floor coverage as needed during unexpected rushes, breaks, and call-offs.
• Cross-train the Guest Operations (GO) functions to develop familiarity and comfort with GO functions to support the team as needed to ensure proper leadership coverage.
• Provide solution-based ideas to improve operations, communications, and team performance and deliver and implement solutions on department-wide basis.
• Establish and implement reward and recognition strategies.
• Other duties as assigned.

Qualifications

• Five (5) to Seven (7) years related experience; minimum of four (4) years managing large teams.
• Bachelor's degree preferred.
• Ability to deal with complex problems that may involve volatile situtions.
• Skilled at engaging guests and ensuring all feel included.
• Capacity to learn, comprehend, and utilize the Museum's ticketing functions.
• Ability to assemble facts and review circumstances regarding complex problems to recommend solutions or escalate to upper management as needed.
• A positive attitude required; strong passion for working with people in a fun, inviting, atmosphere.
• Ability to juggle multiple projects and meet deadlines.
• Experience working in fast-paced environments while being friendly and outgoing.
• Must be creative and dynamic and demonstrate enthusiasm, initiative, flexibility, and demonstrate openness to new ideas.
• Must be flexible in working in multiple environments throughout the Museum.
• Detail-oriented; excellent verbal and written communication skills including public speaking.
• Strong teamwork and collaboration skills; ability to work in diverse teams required.
• Bilingual capabilities a plus.
• Requires weekends, holidays, and some evenings.
• Language:
  • Ability to read and interpret documents such as instructions and procedure manuals 
• Mathematical:
  • Ability to calculate figures and amounts such as percentages, area, circumference, and volume.
• Reasoning:
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
• ​​​​​​​Physical:
  • Ability to perform various functions such as walking/moving across uneven surfaces, climbing stairs, pushing, carrying, seeing in varying light conditions, and participating in some physical activities; must be able to move safely throughout the Museum.
  • While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear.
  • The employee must occasionally lift and/or move up to 25 pounds.
• Work Environment:
  • The employee is occasionally exposed to wet and/or humid conditions and outside weather conditions.
  • The noise level in the work environment is usually moderate.

Our DEAI Mission

The Griffin Museum of Science and Industry is committed to advancing diversity, equity, accessibility and inclusion across our workforce, experiences, and day-to-day operations. As Griffin MSI employees, we are each responsible for making the Museum a welcoming place externally for guests and internally for our colleagues within the scope of our roles.

Griffin MSI is an Equal Opportunity/Affirmative Action employer, which includes providing equal opportunity without regard to race, color, religion, gender, national origin, disability, or protected veteran status.