Manager of Guest Services

Description

Reports to: Director of Earned Revenue

Department: Experience

Classification: Non-Exempt, Full-Time

Schedule: M-F, 9am-5pm, 35 hours/week

DMA Mission: The Dallas Museum of Art is a space of wonder and discovery where art comes alive.

The DMA will:

• Place art and our diverse communities at the center around which all activities radiate.
• Pursue excellence in collecting and programming, present works of art across cultures and time, and be a driving force in contemporary art.
• Strengthen our position as a prominent, innovative institution, expanding the meaning and possibilities of learning and creativity.

Scope of Position:

Under the direction of the Director of Earned Revenue, the Manager of Guest Services oversees the on-site sales, customer service, relationship management, and ticketing database maintenance support for the Museum. The primary focus of the position is to generate revenues from DMA Members and visitors in-person; provide all Guests with exceptional customer service by addressing and resolving complaints and inquiries; and assist in the delivery of high-quality Guest experiences that drive Museum engagement and visitation. This position will be required to work flexible hours during some evenings, and most weekends to oversee staff.

Essential Functions:

• The Guest Services Manager maintains working knowledge in ETIX, Blackbaud NXT, and other POS systems guiding the team members to ensure proper systems of use and data integrity. 
• This position oversees ticketing strategy for all public ticketed events, including discount codes, and generating system reports.
• Serves as a communication liaison between Guest Services and other departments, sharing feedback, operational updates, and visitor concerns.
• Responsible for coordinating with the School Programs department to facilitate group visits, including both self-guided and docent-led tours.
• Works collaboratively with multidepartment's to support the development of museum events.
• Collaborating with other leadership teams, the Guest Services Manager supports integrated visitors experience for guests and staff.
• Assistance on the floor — resolving issues, engaging with guests, and supporting the team.

Management & Training:

• This position is responsible for hiring new staff, providing ongoing training, supervising, and supporting Guest Services staff, ensuring consistent understanding of policies, procedures, and museum activities.
• The Manager leads the development of Visitor Services policies and procedures, coordinating with other DMA departments to create inter-departmental policies as needed.
• This includes training and strategy to meet onsite membership sales goals, and coordination on daily museum operations.

Guest Services:

• Oversee the day-to-day operations of Guest Services team
• Provide exceptional customer service to existing and prospective Members and on-site through face-to-face interactions, as well as occasional phone and email interactions
• Support membership revenue goals by soliciting Museum guests or former Members for membership, and servicing existing Members for upgrades and renewals
• Support museum ticket sales by assisting Guests and soliciting Guests for Membership conversions
• Act as initial point of escalation for Member/Guest problem resolution and use judgement to offer approved incentives when appropriate
• Document questions, concerns, and requests of members and prospective members for follow-up
• Assist Director of Earned Revenue with guest services data collection and analysis; and short and long-term planning and strategy
• Complete opening and closing procedures including completing reports, updating database, updating phone log, and preparing onsite technology for daily use
• Ensure Guest Services team has the most current information about events and the DMA (promotional scripts, membership scripts, etc.)
• Accurately complete daily transaction top sheets and ensures correct details are captured, as well as box office reconciliation and reporting
• Maintain onsite presence during the Museum’s hours of operation and work Member related events
• Assist in the development of customer service standards, protocols, and procedures to support consistently great Guest experience
• Provide leadership and assist with training of team members
• Work closely with the Operations and the GA/Security team to ensure smooth operations for Guest experience
• Oversee specific shared administrative responsibilities as identified by the