The Museum Guest Relations department is responsible for admission sales and revenue for the Country Music Hall of Fame and Museum, Hatch Show Print Tours, Historic RCA Studio B Tours, and other publicly ticketed events and programs. This position manages staff that impacts the guest experience, such as but not limited to box office sales, Information Desk, Membership Desk, greeters and tour guides, reservationists, and ushers all while demonstrating excellent customer service to support meeting all revenue goals.
Reporting to and working closely with the Associate Director of Guest Relations and Guest Relations Manager, this position requires a self-motivating, very organized person who can juggle multiple projects simultaneously without a lot of direction. This position is both administrative and supervisory, overseeing and supporting the daily operational needs of the Guest Relations team, while also assisting the department’s Associate Director and Manager with tasks, projects, and reporting as assigned.
Specific Duties Include:
- Creating daily position schedules for the GRS staff and ensuring the day-of operational needs are met, make adjustments as needed.
- Manage Staffing levels in consideration of anticipated daily visitation.
- Monitor weekly staff hours, and adjust scheduling as needed to avoid unapproved overtime.
- Approve overtime hours as needed while staying within weekly and monthly wage budgets.
- Recruit staff from Full Time, Part Time, and On Call status to cover unexpected call outs or staffing needs.
- Fulfill staffing needs of Special Events, Museum Programs and CMA Theater concerts/events, utilizing both a volunteer sign-up process as well as assigning coverage as necessary.
- Keep employee handbooks and training materials updated.
- Assist Guest Relations Manager with new employee set-up (time clock, paperwork, training schedules, etc.).
- Manage departmental reports as assigned (voucher corrections report, daily numbers, etc.).
- Assist with other support roles (uniform orders, process and track purchase orders, order name tags, etc.).
- Manage the audio tour maintenance and updates.
- Work with Guest Relations Supervisors to maintain customer service expectations.
- Assist Guest Relations Manager with interviews and annual reviews.
- Identify high performing GRS staff and make recommendations for advancement.
- Train new hires and coach performance improvement as necessary.
- Attend weekly master schedule meetings along with other meetings as assigned.
- Assist with opening and closing of box office POS.
- Cash ordering for box office and events team.
- Participate in safe audits.
- Send event reminders, morning meeting notes, and other staff communications.
- Other duties as assigned.
Requirements
Key Qualifications:
- Bachelor’s degree and at least 1 year of experience in a leadership role in customer service.
- Must be willing to work a flexible schedule including weekends, evenings, and some holidays.
- Must be able to stand for long periods of time.
- Customer service experience is a must.
- Excellent communication skills- both written and verbal, along with a positive ‘can do’ attitude are essential.
- Must be willing to learn Paylocity, EMS, and other programs as necessary.
- Ability to multi-task in a fast-paced environment is key.
- Must be a critical thinker, effective problem-solver, extremely efficient and organized.
Minimum Requirements:
- 2 years experience in related areas.
- Experience supervising frontline hourly employees.
- Must be proficient in Microsoft Office and Tessitura ticketing system
Preferred Requirements:
- Experience in the hospitality and tourism industry
- Experience with use of analytics to help manage existing standards and set new benchmarks.
Conditions of Employment:
- Required to work flexible hours as needed for certain events.
Notes to Applicant:
The Country Music Hall of Fame® and Museum is an equal opportunity employer. We respect the varied attributes, characteristics, and perspectives that make each person unique, and we believe that fostering a culture of inclusion is essential to institutional excellence. The museum promotes an environment of respect, communication, and understanding, while actively seeking opportunities to learn about and establish practices that further facilitate equity. The museum does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy, childbirth and related medical conditions), national origin, political affiliation, gender identity, sexual orientation, disability, genetic information or characteristics, age, membership in an employee organization, military or veteran status, or other non-merit factor. The Country Music Hall of Fame® and Museum does not tolerate discrimination or harassment based on any of these characteristics.
We are a drug-free workplace and an equal opportunity employer that welcomes all qualified candidates to apply for open positions. The Country Music Hall of Fame and Museum is committed to providing a safe and secure environment for its staff and visitors. All offers of employment are subject to and contingent upon the successful completion of a background check and employment verification, including federally mandated E-verify processes, as required for position.
Due to the high volume of applications received for this position, hiring managers will only contact candidates they are interested in scheduling for an interview. Please refrain from calling to inquire about the status of your application.
Please upload a resume and cover letter when applying for the position.
Applications are only accepted online on our career page: https://www.countrymusichalloffame.org/careers