Location: Camden,NJ, USA
Job Description
The Director of Guest Services oversees all aspects of guest experience, including ticketing operations and retail store management, to ensure exceptional service and smooth daily operations. Develops and implements strategies to optimize sales, enhance customer satisfaction, and meet revenue goals. Leads, trains, and manages staff and inventory, monitors performance metrics, and ensures compliance with Battleship policies. Collaborates with other departments to improve the visitor journey and address customer feedback effectively. This is a senior staff and management position.
Responsibilities?
Hiring and management of ticketing and retail staff.
Overseeing orders and inventory management of the retail stores in consultation with Retail Manager.
Report to the CEO weekly on sales for ticketing and retail, along with details of improvements.
Supervising, scheduling, training, and performance assessment of all ticketing and retail personnel, including all areas of front-line customer service and visitor experience.
Manage central number voice mail, inbound call directory, and visitor questions.
Ticketing staff manages customer amenity programs (e.g., prohibited item check-in), membership upselling, and other products.
Supervise closeout and cash deposit procedures for ticketing and retail operations.
Full knowledge and understanding of implementing all areas of Roller (ticketing system) and Altru by Blackbaud (current CRM system).
Assist the Deputy Executive Director of Operations with supporting and developing any related enterprise applications, including software/hardware and data management processes related to ticketing and retail.
Coordinate with the Deputy Executive Director of Strategic Growth on shared data related to CRM development.
Track special promotional offers redeemed at the ticketing office.
Assist with Group Sales thru identifying, attracting, and booking potential school, corporate, social, veteran, and other groups interested in visiting the Battleship New Jersey Museum & Memorial.
Manage Group Sales from confirmation through booking, contract, and payment
Assist Group Sales with following up on all bookings and generating a new client base through various mediums, such as contact calls and mailings.
Ability to clearly communicate group/guest needs to Battleship staff clearly and concisely, i.e., date/time of trip, number of visitors, special request, etc.
Maintain a concise tracking system to record visits and other critical customer information for self-guided and group tour customers.
Work with our Social Media and Marketing Team on customer experience and planning
Must be able to work weekends, evening hours, or holidays as needed.
Other duties as assigned by the CEO.
Qualifications
Two or more years in Box Office and/or retail management with a proven history of accomplishment.
Proven successful track record with sales to varied groups.
Experience with both in-person and online retail operations.
Strong written and oral communication skills.
Computer and technological skills, including Microsoft Office Suite, are required. Knowledge of Shopify and Altru by Blackbaud is strongly preferred.
Preferred Skills
Enthusiastic self-starter committed to results.
Self-starter
Creative and forward-thinking ability.
Positive, friendly, and welcoming attitude.
Physical Requirements
Climb stairs and ladders, bending and twisting
Walking and standing for extended periods of time
Questions? Email ...@battleshipnewjersey.org
NO PHONE CALLS
Additional Notes
Because we know that no one will meet 100% of what is expected for any role, and because we understand that some applicants could refrain from applying if they do not meet 100% of their qualifications, we urge you to consider applying if much of this description describes you.
Battleship New Jersey recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Battleship New Jersey may pursue all available avenues, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting, search firms, etc.
Equal Opportunity Employer
Battleship New Jersey is proud to be an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.