Working Location: CPF Center of Engineering Excellence (Nongjok)
Working Hour: 8.30 - 18.00
Key Responsibilities:
Visitor Engagement
- Ensure a high quality of service and a high level of visitor satisfaction through oversight of all aspects of the full cycle of the visitor experience, including customer service, visitor safety and Center information.
- Lead Visitor Services staff by example and in a hands-on manner to ensure excellent service and a positive experience that encourages repeat visitation and community participation.
- Collaborate with the communications team to ensure that information about our history, exhibitions, and programs are effectively shared with the public by Visitor Services staff.
- Ensure that special visitor needs, issues, or incidents are addressed appropriately and in a timely manner, and handle difficult and sensitive visitor issues that are escalated beyond the supervisory level.
- Perform other Visitor Services responsibilities as needed and assigned.
Department Operations
- Oversee daily Visitor Services operations, and proactively assess and recommend enhancements and improvements that are aligned with mission and budget.
- Collaborate and communicate in a highly productive and effective way with events, operations, security, and other staff on all visitor-related issues, including leading and participating in regular interdepartmental planning meetings.
- Ensure professional appearance and maintenance of front- and back-of-house Visitor Services areas, including public desks, office, break room, and temporary work spaces.
- Perform other operational responsibilities as needed and assigned.
Administration and Budget
- Assist with department administration and budgeting, including building short- and long-term goals, developing and improving policies and procedures, and managing projects.
- Assist with developing and managing annual departmental budget and staffing plans, including research and planning, reviewing and analyzing budget to actuals, and reforecasting.
- Build, improve, and manage policies and procedures that improve staff performance, maximize resources, and streamline operations.
- Provide ongoing coaching and feedback to Visitor Services Supervisors and other VS staff.
- Perform other administrative and budget management responsibilities as needed and assigned.