Colorado Nonprofit Association

Guest Services Manager

 Colorado Railroad Museum

Job Description: Guest Services Manager 

At the Colorado
Railroad Museum, we believe there’s something amazing about trains. We work
hard every day to create extraordinary opportunities for learning in a fun and
interactive environment. We also work hard to engage members, donors and
supporters at all levels and from all walks of life in the work of the museum.
To accomplish these goals, we bring together a dynamic team of talented
individuals, both paid and volunteer, whose passions range from locomotive
restoration to exhibit design, to developing engaging programs to offering only
the best in customer service and the guest experience. We offer a comprehensive
benefits package for full-time employees, competitive wages, and a supporting,
fun and rewarding work environment.  

The Colorado Railroad Museum has an opening for a
full-time Guest Services Specialist to greet guests, process admission sales
transactions and provide a positive experience for all members and guests of
the Museum. 

Position: Guest Services Lead
Schedule: Full-time, 40 hours/week; flexible schedule, early morning, evening
and holiday hours as necessary
Rate: $51,000 to 56,000/year 

Reports
to: Deputy Director

Responsibilities and Essential Functions 

· Reinforce opening and closing procedures for
effective and accurate front desk operations  

· Ensure lobby area, Gift Shop, Café and front
desk are clean, organized and safe for guests 

· Oversee open and close cash drawers and maintain
an accurate cash drawer through each shift 

· Manage Guest Services personnel and work with
the Deputy Director to maintain a positive and effective staff 

· Operate and maintain knowledge of Museum’s point
of sale systems 

· Actively address guest complaints and work to
improve overall guest experience 

· Maintain current knowledge of all programming,
special events and exhibits schedules  

· Accurately answer guest questions regarding all
aspects of the Museum 

· Handle all aspects of on-site membership sales,
including active selling, taking payment, recording member information and
printing membership cards 

· Oversee all aspects of inventory control
including, but not limited to, receiving new inventory, managing orders, annual
inventories, and magazine returns. 

· Oversee all aspects of ordering inventory for
the Museum General Store and associated online sales 

· Establish sales inventory targets and reordering
procedures 

· Maintain general office supply 

· Oversee new product development 

· Oversee all inventory and ordering for museum
special events as well as Day Out with Thomas and The Polar Express 

· Lead the Guest Services Staff in training new
employees 

· Answer and direct incoming calls, as necessary  

· Coordinate with and support volunteers
throughout the Museum 

· Oversee merchandise re-stocking, inventory
management, and maintaining/improving retail sales floor appearance 

· Coordinate with Deputy Director Member and Donor
solicitation, renewals, and ongoing communications 

· Oversee Guest/Customer/Member/Donor data
gathering, input, tracking and analysis 

· Respond to and resolve any Member/Donor issues
in conjunction with the Deputy Director and/or Executive Director 

· Create and manage Guest Services Staff Schedule 

· Create reports as needed to track daily admission,
merchandise, donors, memberships, Special Event revenue, Polar Express, and Day
out with Thomas 

· Oversee stocking and re-ordering of museum
publications in book and handout form in conjunction with the Publication
Committee 

· Other duties as assigned 

Job Requirements 

· Strong commitment to Museum’s standards for
guest service 

· Retail Management Experience 

· Ability to communicate with guests and
co-workers in a direct, respectful and confident manner 

· Takes initiative in problem solving situations 

· Brings concerns/issues regarding Guest Services
employees and working conditions within Guest Services to the attention of
either the Development Director of Executive Director in an appropriate manner 

· Ability to manage staff in a positive and
pro-active manner 

· Ability to adjust to shifting job duties and
responsibilities 

· Ability to work effectively and accurately in a
fast-paced environment while maintaining excellent customer service 

· Clean, neat and professional appearance 

· Ability to maintain a clean work environment 

· Cash handling, cash register and point of sale
experience 

· Fluent English proficiency, writing and speaking
skills required 

· Minimum of 21 years of age 

· College degree or equivalent required 

Physical Demands 

The physical demands described here are representative of
those that must be met by an employee to successfully perform the essential
functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.   

• Ability
  to climb stairs and negotiate ladders 
• Ability
  to move, transport, position, load, unload and set up materials and
  equipment (up to 50 lbs). 
• The
  ability to remain in a stationary position for extended periods of time
  (up to 8 hours).  
• While
  performing the duties of this job, the employee is required to move about
  the Museum and communicate with guests, including young children. 

Work Environment  

• This
  position operates in a busy indoor environment; crowds and moderate to
  very noisy sound levels are common.  
• Associated
  outdoor duties are also required for opening and closing and for other
  necessary activities as well; these activities may involve exposure to
  rain and snow, extreme temperature variations, and smoke from coal burning
  steam locomotives and other rail and road and off-road vehicles. 

Additional Information 

· This position is
subject to a probationary period not to exceed six months. 

· The Colorado Railroad
Museum is an at-will employer. 

The Colorado Railroad Museum is an equal
opportunity employer. The Museum is dedicated to the goal of building a
culturally diverse staff committed to serving the needs of all our visitors and
we encourage applications from individuals of all backgrounds.