Job Description:

Position Title: Manager, Guest Experience Operations

Position Type: Full time

FLSA Classification: Exempt

Division: Operations

Department: Guest Experience Operations

Reports to: Associate Director, Guest Experience Operations

Date Reviewed: November 19, 2024

About Crystal Bridges & The Momentary:

Crystal Bridges is a museum of American art located in Bentonville, Arkansas. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded by Alice Walton in 2005, the museum opened in 2011 and is a public, non-profit charitable organization with free admission.

The Momentary is a new contemporary art space that opened to the public on February 22, 2020, in downtown Bentonville, Arkansas. A satellite to Crystal Bridges, the Momentary presents visual, performing, and culinary arts. The mission of the Momentary is to champion contemporary art’s role in everyday life and explore the unfolding story of contemporary American arts in an international context by actively commissioning and exhibiting outstanding works that explore new ideas and inspire action.

Position Summary:

The Manager, Guest Experience Operations actively leads a front-line team of hospitality professionals who create a welcoming, professional, and world-class guest service environment. The Manager is responsible for the successful daily operations, guest experience, and safety of all people and art at Crystal Bridges and The Momentary, and our call center. This manager will also be responsible for maintaining department budgets and income statements.

The Manager is expected to develop and manage teams including assistant managers, supervisors, and associates that are inspired to create experiences for our guests that foster new ideas, expand dreams, and inspired actions through excellent guest care and safety. Each day this role will provide guest experience training, mentoring and supervision of the Guest Experience Operations team in a manner that advances and enhances an experience of excellence which is both welcoming, and invigorating.

The Manager will collaborate with leaders across the Guest Experience Operations department, as well as leaders across both institutions as needed, to continue to provide a safe environment as well as expand and improve the overall guest experience. The Guest Experience Operations team should have a singular expectation of developing a multifaceted team that will create a safe, helpful, and deeply positive influence on our guests every day.

Principal Responsibilities:

• Lead & be the culture champion of two spaces one institution.
• Develop a Guest Experience Operations team at Crystal Bridges and the Momentary that will foster the highest level of guest care.
• Regularly meet with the department director, associate director, and operations management team to create a unified Guest Experience Operations team across Crystal Bridges and The Momentary.
• Partner with the institution leadership to strategically create event pricing, manifest creation, and sales forecasts. Oversee event ticket inventory, placement of ticket holds, and issuance of any complimentary tickets.
• Strive to work across departments at Crystal Bridges and the Momentary to ensure consistent communication, develop an understanding of how each department operates, and create opportunities for growth and development for all supervised staff.
• Oversee all responsibilities of the Guest Experience Operations team, including the call center, concierge desk, gallery spaces, control room, and team posts during daily operations and events to assure the safety and experience for all guests.
• Recruit, interview, hire, and manage a team of 50+ regular Guest Experience Operations staff, including associates, supervisors, and managers.
• Provide ongoing coaching and formal evaluations for all department staff.
• Understand fire, safety, and egress requirements, and inspect event setups for safety and compliance with city code and approved layouts. Take steps to correct anything not in compliance.
• Coordinate all departmental communication, including daily briefings, policies and procedures training, and exhibition and program updates for all department staff. Manage long-range planning for and execution of guest experience responsibilities for Crystal Bridges and the Momentary including interior and exterior temporary exhibitions, staffed permanent installations, lectures and public programs, special events, venue events, concerts and parties, culinary activities, and education programs.
• Work with Momentary performing arts team on venue events to staff accordingly. Ensure all staffing levels are balanced to provide sufficient coverage for all departmental commitments while reducing redundancies in coverage. Collaborate with the Volunteer Services office in the ongoing recruitment of volunteers for placements in Guest Experience Operations.
• Research and resolve all customer service issues quickly and in a manner that enhances the reputation of Crystal Bridges & the Momentary.
• Work alongside AWE Security to maintain daily safety standards and ensure proper coverage based on daily operational needs.
• Become proficient with all appropriate software technologies including Tessitura POS, Shiftboard scheduling, Cisco Call Center management, Workday, EMS, Asana, along with all processes and procedures for opening and closing guest service and box office space.
• Manage all financial aspects of department, including, but not limited to budget planning, budget forecasting/projections, revenue and expenditure tracking.
• Partner with the Membership department to create and attain acquisition goals and to create strategies on increasing museum memberships.
• Keep all department staff aware of institution-wide changes to Crystal Bridges and Momentary facilities and grounds and any changes to institution practices and procedures that affect operations and the guest experience.
• Motivate and lead by example in setting the appropriate customer service tone for all staff.
• Attend all necessary staff meetings, communicate concerns and solutions to problems.
• Complete all other duties and special projects as assigned within the scope of responsibility and skills required for the job.

Qualifications and Skills:

Education, Training, and Traits:

• Associate or bachelor's degree from an accredited college or university preferred.
• Ability to understand and maintain the highest levels of confidentiality.
• Strong written and verbal communication skills.
• Excellent attendance and punctuality.
• Strong organizational and analytical skills.
• Success in a fast-paced environment with strong attention to accuracy and detail.
• Develop strong and trusting relationships within the department.
• Team player maintaining positive relations across departments.
• Ability to work in fast paced environment.
• Recognizes customer service concerns and addresses them professionally. Works evenings and weekends when required

Work Experience:

• Minimum five years of experience in customer service or related industry preferred.
• Experience managing staff and point of sale systems preferred.
• Demonstrated computer proficiency.
• Regarding education and experience, an equivalent combination of relevant education and/or experience will satisfy the minimum requirements.

Licenses and Certifications: Valid AR Driver’s License

Physical Demands and Work Environment:

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

• Physical demands: Position requires working throughout Crystal Bridges and the Momentary spaces for prolonged periods of time. This position requires standing, walking and climbing stairs, bending and stretching, and physical stamina to lift a minimum of 50 pounds unassisted. Ability to stand and walk for a minimum of three hours without a break. Position requires utilizing a computer for prolonged periods of time with good eye/hand coordination. This position requires visual acuity to review written materials, observe large crowds, and provide detailed descriptions is required for this job.
• Work Environment: The majority of work will be performed in the Momentary and Crystal Bridges spaces with some outdoor assignments. This includes working in adverse weather conditions such as extreme temperatures, rain, sleet, and snow. Position requires individuals to work in galleries that may have flashing lights and loud noises. Additionally, strong communication skills and ability to interact politely and effectively with a wide range of Momentary members, visitors, volunteers, and staff. Museum communications devices (radios and earpiece speakers) will be utilized.
• Position requires ongoing flexibility in work hours due to events, staffing needs and other factors.

All offers of employment are contingent on your successful completion (where permitted by state law) of a confidentiality agreement and background check. In addition, you will need to provide proper identification verifying your eligibility to work in the United States.

Crystal Bridges is an equal opportunity employer committed to building and maintaining a workplace that is free of discrimination and harassment of any kind. We encourage all qualified applicants to apply. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.