Weekend Visitor Service Assistant Manager (Fixed Term)

Museum of the Rockies (MOR) is Montana's most visited museum. In 2021, the museum anticipates serving over 230,000 general visitors and thousands of program participants.

MOR is a college-level division of Montana State University, an independent 501(3) organization, a Smithsonian Affiliate, an accredited AAM museum, and a repository for state and federal fossils. The interdisciplinary museum has one of the finest collections of paleontology in the world and a significant cultural collection from the Northern Rocky region. Located on a 22-acre museum site, it includes a 120,000-square-foot-facility, the state-of-the-art Taylor Planetarium, the 240 seat Hager Auditorium, Martin Children's Discovery Center, and Living History Farm, along with an off-site 553-acre paleontology preserve.

Duties and Responsibilities

Leads a team of up 12 Visitor Service Representatives including public Planetarium and Hager show schedules. The work is characterized as customer service and transactional and repetitive processes.
Provides excellent customer service. Rings up sales, checks in visitors, greets customers, answer question's and resolves issues.
Make weekend decisions for the department.
Manage staff conflicts.
Adjust schedules as needed to cover call-ins, sickness and lunches.
Assistant Manager will assist, provide support and offer guidance to subordinates during the weekend hours as needed.
Effectively deescalate and resolve customer complaints.
Keep customers informed about any delays in services and or changes to the daily planned events.
Prepare weekend sales reports.
Assist weekend employees in balancing cash drawers at the end of each day.
Provide detailed communication of any issues, complaints and or suggestion to the Associate Director and Visitor Service Manager.

Required Qualifications

• Experience, Education, Knowledge & Skills

Associates Degree in Business or related field or an equivalent combination of relevant education and experience.

Progressively responsible retail or customer service experience with an emphasis on cash handling, written communication, customer service, budgeting, and logistical coordination.
Demonstrate experience in retail sales, cash-handling processes POS systems, and inventory management.
Demonstrated experience using office software such as Word, Excel, databases, and Outlook.

Preferred Qualifications

• Experience, Education, Knowledge & Skills

Experience with nonprofits, museums, or organizations with a cultural history, science, or educational mission.
Relevant knowledge of Bozeman and surrounding area.
Have First Aid and CPR certification.

The Successful Candidate Will
The successful candidate will:

Possesses exceptional organization and time management skills
Be able to interact effectively, graciously, and professionally with the diversity of Museum Visitors and customers.
Have a passion for customer service and a dedication to making sure that all people feel included.
Address a variety of service needs.
Exercise resourcefulness and good judgement.
Demonstrate a willingness to thrive in a high-energy, team-oriented environment.
Believe in the mission of the museum.
Have strong communication and leadership skills.
Conduct themselves in accordance with the highest ethical and safety standards; and have the ability and desire to be an effective and enthusiastic advocate for the museum.

Position Special Requirements/Additional Information

This position is located at the Museum of the Rockies, Saturday and Sunday, 8:30-5:30. Due to the scope of the duties and the needs of the department, remote work and/or teleworking is not available at this time.This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University's rights to assign or reassign duties and responsibilities to this job at any time.

Physical Demands
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required.

This position has supervisory duties?
No