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.