Operations and Guest Services Manager

Implementing a guest-centric, hospitality-based model of customer service, maintaining a nimble and efficient front-of-house operation, and serving as the operational link between guest-facing staff, the Operations Assistant, and museum leadership. Hire, train, and manage a cohort of part-time front-of-house staff including offering information to visitors in-gallery, staffing the front desk, maintaining general gallery security, and supporting other departments as necessary. Oversee and manage the museum's admissions desk, including greeting guests, processing admissions, and offering information about exhibitions on view. Act as the first point of contact for all guest questions, concerns, and complaints, escalating feedback to Senior Management as necessary. Monitor the museum's main voicemail and general email inbox, answering questions and escalating issues as necessary. Implement data capture processes and issue weekly reports to Senior Management. Act as the Museum's designated ADA coordinator, researching best practices and requirements for compliance with the Americans with Disabilities Act. Maintain the Museum Shop maintaining inventory and restocking shelves and fixtures as necessary. Support the Operations Director with administrative functions. Serve as the primary point of contact with the City of North Miami's IT Department. Schedule Committee meetings and oversee preparation of meeting minutes on behalf of the Director of Operations. Prepare communication as necessary, including memoranda, reports, presentations. Coordinate onsite meeting logistics, including room preparation, basic A/V setup, and post-meeting breakdown. Maintain and replenish office, kitchen, and first aid supplies; organize and maintain shared spaces to ensure functionality and cleanliness. Provide staff support during exhibition openings and other special events, both virtual and onsite. Perform other duties as assigned by the Director of Operations.