Guest Services & Membership Manager

ECHO inspires and engages families in the joy of scientific discovery, wonder of nature, and care of Lake Champlain. ECHO is a dynamic, nationally acclaimed, science center committed to engaging diverse public audiences and providing experiential, relevant and lifelong educational experiences for all our guests. ECHO employees are expected to contribute to a productive, respectful, inclusive workplace by modeling humor, communication, collaboration and accountability to our colleagues, animals and guests. Our Guest Services & Membership Manager is responsible for overseeing our Guest Services team (the first faces of ECHO), success of our museum store, scheduling for our summer ice cream truck, and growing and enhancing the ECHO membership experience. This is a 100% in person role with a regular weekly Sunday – Thursday schedule.

Responsibilities include:

Guest Services Management

• Support an inclusive work environment that ensures positive employee relations, staff high performance and accountability
• Create schedule for all front desk staff
• Providing leadership to elevate the staff to higher levels of performance and a team-focused approach to work and problem solving
• Monitor staffing levels and schedule guest services staff to fit the needs of daily operations
• Coach and counsel staff on performance related issues, host quarterly performance check in meetings with staff
• Support front end staffing, hiring and training
• Role model exceptional customer service at all times
• Support the collection and monitoring of customer feedback. Manage online reviews from Google, including reporting out reviews, responding to negative reviews
• Seasonally create the schedule for ECHO’s Creemee Stand
• Work closely with the Director of GS on industry trends and planning
• Manage day-to-day admission activities, including opening/closing, ticketing, parking, theater management, merchandise sales, cash management and sales reporting
• Demonstrates excellent customer service skills, including skills in handling customer interactions that may become tense, with a calm, friendly, helpful demeanor.
• Assist in daily guest service operational responsibilities as needed.
• Coordinate the resolution of customer registration issues
• Ensure the presence and quality of basic guest amenities, including coat racks, eating space, seating etc.
• Respond timely to email inquiries
• Collaborate with ECHO’s cross-departmental guest experience committee to track issues and build improvement loops.
• Serve as a Floor Admiral to assist in oversight of daily operations and problem solve any issues as they arise including AV systems, customer feedback, daily schedule
• Will provide direct support to front desk staff by covering shifts on the desk

Membership:

• Work with Development and Creative to create and implement membership strategy aimed at supporting, engaging, and growing ECHO’s membership
• Manage ECHO’s membership database; generating reports, serve as point of contact for members with membership questions, data correction and input
• Manage community-supporting membership programs such as Open Door, Library Passes, etc.
• Process new memberships and renewals for families of the partner preschool classrooms (ECHO Open Door)
• Provide reporting support related to all facets of membership and admissions
• Host quarterly membership events either before or after regular ECHO operating hours
• Update renewals of staff and volunteer memberships

Other duties as assigned

Essential Skills:

• High school diploma
• 5 years experience in Customer Service, preferably in roles of increasing responsibility
• POS and cash handling experience
• Experience in dynamic, fast-paced environments
• Strong computer skills
• Experience working collaboratively with multiple departments
• Strong communication skills, applicable both within ECHO and in relation to external contacts
• Comfortable de-escalating challenging situations

To Apply:

Please send resume & cover letter to jobs@echovermont.org