Guest Experience, Assistant Manager

About The Opportunity
We are seeking an experienced and eager Assistant Manager interested in supporting a large team of passionate individuals. Reporting to the Manager of Guest Experience, the Assistant Manager supervises the Guest Experience staff whose duties include but are not limited to: ticket and membership sales, contact center, access into the museum, hosting and and ushering the Planetarium and Forum spaces and exhibit facilitation in the Rainforest and Earthquake Simulator. Although they supervise a team of over 85, the Assistant Manager is directly responsible for a subset of 15-20 staff that are a mix of full-time and part-time. The California Academy of Sciences is open to the public 365 days a year. Must be available to work weekends, holidays, and evening events. This is a full-time position that works four 10- hour days.
Organizational Culture
Join a team dedicated to the Academy’s mission, vision and values! Currently, the Academy has a new strategic plan including three initiatives – Hope for Reefs, Thriving California, and Islands 2030 – that leverage biodiversity science, environmental learning, and collaborative engagement to regenerate fragile ecosystems around the world. Learn more at https://www.calacademy.org/about-us/major-initiatives.
We hope you are inspired by what we do and are excited to contribute to our mission. The mission of the California Academy of Sciences is to regenerate the natural world through science, learning, and collaboration. The Academy is looking for candidates who do great work, and we know they may come from a number of different backgrounds and experiences. We encourage you to apply even if you do not believe you meet every one of the qualifications for the position.
This position is based in San Francisco, California. Please do not apply if you are not able to work onsite. Candidates are required to have up-to-date COVID-19 vaccination as a condition of employment, absent qualifying exemptions in accordance with applicable laws. Individuals receiving a conditional offer of employment from the California Academy of Sciences will be provided the full text of the vaccination policy.
About The Guest Experience Team
The Guest Experience team provides a platinum level of service to all of our visitors, members and beyond. Our team is responsible for overseeing public floor operations including the entryway, theaters, exhibits and various guest services. We are often responding to constantly changing operational needs and work closely as a team to solve problems. Our team is essential to creating a positive guest experience.
POSITION DUTIES & RESPONSIBILITIES:

• Complete administrative tasks and projects that support the Guest Experience department. These may include: scheduling, payroll, recruiting, and maintaining standard operating guidelines
• Other duties as assigned
• Manage the capacity of the museum, ensuring safety for all of our guests by accurately reporting entryway data.
• Manage the daily cash-handling functions of the Guest Experience department
• Lead the daily staff meeting ensuring all staff are aware of programs and events for each day
• Serve as the point of contact for guest recovery situations and resolve issues in a timely manner
• Embody the Academy’s service model for both our external and internal guests
• Follow all Academy Health & Safety Guidelines

Supervisory Responsibilities:

• Mentor, coach, train and supervise all Guest Experience staff with consistent reinforcement to ensure an excellent guest experience
• Be a morale leader for staff; leading all Guest Experience staff morale programs (Employee of the Month, Spot Awards, staff events)
• Respond to direct report performance issues in a timely manner following all Academy’s performance management guidelines

QUALIFICATIONS: A successful candidate will have the following:
EXPERIENCE:

• A minimum of two years of supervisory experience with direct reports in a customer service environment
• Experience with guest operations at a cultural institution is highly preferred
• Some college experience is welcome, but not required

SKILLS AND ABILITIES:

• Ability to identify problems and suggest solutions
• Excellent interpersonal, oral, and written communication skills
• Available to work holidays, weekends, and evenings as required or needed. The California Academy of Sciences is open to the public 365 days of the year.
• Ability to respond quickly in emergency situations (i.e. museum evacuation etc.)
• Ability to write routine reports and correspondence
• Ability to transport 50 lbs
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to work with minimum supervision and take initiative
• Ability to work in a constantly changing environment with heavy public contact
• Demonstrated knowledge in the area of cash accounting/register operations and computer skills
• Prior experience with Tessitura software and/or other Point of Sale CRM systems

PHYSICAL ENVIRONMENT:
Reasonable accommodations may be made to enable individuals with disabilities to perform the position duties and responsibilities. While performing the duties of this job, the employee is frequently required to stand, sit, use a computer, and communicate on the phone, via email and in person. Must be able to perform repetitive motions 70% of the time. At the Academy, we get to work in pretty unique spaces! We have active positions on the public floor that require repetitive motion, moving through and rotating to different positions throughout the day. In the Rainforest exhibit, we work in humid temperatures around various wildlife ie. birds, snakes, spiders, and insects. In the Planetarium exhibit, staff work in a sometimes darkened theater environment with steps on a 30-degree slope.
Compensation And Benefits
Hourly hiring range: $31.00 per hour. The Academy offers a total compensation package that emphasizes both base salary and comprehensive benefits.
Schedule: Full-Time, 40 hours per week.
APPLICATION DEADLINE:
July 3rd, 2023, 9:00 pm. Applications will be accepted and reviewed on a rolling basis through that date.
APPLICATION PROCESS:
Please upload your resume and complete the brief online application
The California Academy of Sciences will give full consideration for employment to all qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance (SF Police Code, Article 49).
The California Academy of Sciences is an Equal Opportunity Employer and is committed to ensuring that all employees and applicants receive equal consideration and treatment. All terms and conditions of employment, including but not limited to recruitment, hiring, placements, transfers, promotions, compensation, benefits, terminations, training, and social and recreational programs, will be on the basis of the qualifications of the individual for the positions being filled. The Academy does not discriminate against qualified applicants or employees with respect to any terms or conditions of employment on account of race (including hair texture and natural hairstyles), color, creed, gender (including gender identity, status, or gender expression), religion (all aspects of religious beliefs, observance or practice including religious dress or grooming practices), reproductive health decision-making, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, history of disability, medical condition (including cancer or a record or a history of cancer and genetic characteristics), genetic information, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance. The Academy also prohibits unlawful discrimination against a person who is perceived as having any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics.