Responsabilidades

About La Nube:

We are on a mission to serve the many communities that make up the greater El Paso and Juarez region through engaging exhibitions as well as relevant and responsive programming. La Nube exists to enrich the lives of children and their families and thereby change our communities in positive ways. We are proud and grateful to have the opportunity to serve the incredible people of El Paso, Ciudad Juarez, and the Borderland community.

About the Role:

We are seeking a Guest Experience Manager to serve as a key member of the Guest Experience team with the direction from the VP of Learning and Guest Experience in managing all aspects of guest relations, ticketing, and retail. The Guest Experience Manager is responsible for ensuring excellent guest experience, supervising, training, mentoring frontline staff, managing daily admissions operations, and cash handling. This employee is both a strategic thinker and a detail-oriented leader while being a passionate and articulate spokesperson for La Nube’s mission, vision, and goals. This individual will be managing a large team serving La Nube guests.

This job is for you if you are / have…

• A proven track record of delivering exceptional guest service and customer experience.
• Experience leading and managing diverse staff within a consumer-facing environment.
• Experience with integrated POS, CRM, system start-up/transition project experience is a bonus.
• Comfortable in learning new technologies.
• Energized by working in a fast-paced environment.
• Able to work under pressure with enthusiasm and good humor.
• Demonstrated strategic thinking abilities, as well as excellent organizational and interpersonal skills.
• Ability to effectively engage with a wide variety of constituents – diverse guests, management, vendors, and team members.
• Commitment to being a team player – our success is based on what we accomplish together.
  
  

Essential Functions:

• Manage and supervise Imagination Leaders and Discovery Guides including interviewing, training, developing, motivating, and scheduling to promote a guest-oriented team and positive work culture.
• Manage the Guest Experience budget including monthly forecasting, invoicing, and reconciliation.
• Collaborate to closely monitor daily Revenue/Payroll ratios to optimize La Nube guest experience, safety, and profitability.
• Monitor and adjust staffing in accordance with guest entry, programming, and event needs.
• Ensure La Nube is optimally staffed for all operational hours and events through scheduling and management of call-ins.
• Ensure La Nube is always operated at high standards that align to our mission and vision.
• Manage efficient accountability systems that ensure accuracy and integrity when handling financial transactions, cash, and deposits.
• Oversee and trouble shoot ticketing system, reports and kiosks.
• Ensure Imagination Leaders and Discovery Guides are efficiently trained and competent in safety procedures and protocols.
• Ensure Imagination Leaders and Discovery Guides follow efficient procedures and routines by providing clear verbal and written directions, as well as consistent follow-up.
• Supervise front desk and all exhibit zone areas to ensure all Guest Experience team members are actively engaging with guests and using optimal guest service engagement.
• Collaborate with the Guest Experience and Education Team to utilize observational tools that guide practice.
• Collaborate with Guest Experience, Education Team and all La Nube Departments to optimize guest experience building wide.
• Facilitate fair and consistent systems of recognition, redirection, and professional coaching for Imagination Leaders and Discovery Guides.
• Ensure efficient, accurate Time-Clock practices, including daily Time-Clock reconciliation and timecard approvals.
• Manage Imagination Leaders and Discovery Guide adherence to Time-Clock rules and policies.
• Submit accurate reports, plans, and projects to supervisors in accordance with given due dates.
• Maintain a positive, professional relationship with all La Nube staff.
• Attend and participate in required staff meetings.
• Follow provided weekly management schedule.
• Troubleshoot bottlenecks and guest issues as they occur and develop strategies for continuous guest experience improvement.
• Work a minimum 40-hour work week.
• Contribute to a positive, collaborative, and supportive work environment.
• Commitment to support La Nube’s dedication to diversity, equity, inclusion, and accessibility initiatives.
• Other duties as assigned.
  
  

Nice to Have:
Bilingual

Minimum Requirements:

• Bachelor’s Degree from an accredited university OR at least 5 years of experience in manager capacity with customer service experience.
• Personal qualities of integrity, credibility, and commitment to the vision and purpose of La Nube.
• Excellent organizational and time management skills.
• Ability to manage multiple projects simultaneously and prioritize them to achieve goals.
• Excellent communication and analytical skills.
• Comfortable with change and implementing new ideas.
• Comfortable working independently and within a team.
• Physical Demands/Occupational Hazards
  
  

This position is highly active. While performing the duties of this job, the employee is required to:

• Observe and react to the needs of guests, team members, volunteers, and community partners.
• Move throughout La Nube.
• Manipulate, lift and/or move materials weighing up to 30 pounds.
• Frequent bending/stooping, kneeling, reaching.
• Frequent need to carry, lift or move objects.
• Communicate and respond to safety hazards.
• Occasional work in outdoor elements (may consist of harsh heat or cold).
• Occasional walking on uneven surfaces.
• Occasional exposure to chemicals used in artist materials.
• Occasional exposure to leaning edges and glass barriers.
  
  

This job description should not be construed to imply these requirements are the only duties, responsibilities, and qualifications for this job. Incumbents may be required to follow any additional related instructions, acquire related job skills, and perform other related work as required. This job description may be updated as needed.

La Nube is an equal Opportunity/Affirmative Action employer, which includes providing equal opportunity without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Cómo aplicar

If you would like to join the La Nube team, please submit your application through the Paylocity button below.

Your application should be addressed to HR and include the following:

• An updated resume or CV with contact details: email address and phone number
• A cover letter and pay requirements

Applications not including all of the above information will not be reviewed. Only short-listed candidates will be contacted.