Job Description

Guest Experience Manager

Virtual Science Center

Pay: $28-30 per hour

Location: Westfield Valley Fair, Santa Clara

Expected timeframe: July 12, 2021 through January 31, 2022.

This is a fixed-term, full-time, non-exempt position for 30-40 hours per week.

Work includes daytime, evening, and weekend, and holidays shifts

Virtual Science Center is looking for a Guest Experience Manager for our pop-up science exhibit, “Reinventing Reality: Explore the Science of Virtual Reality”. The exhibition includes unique interactives about the science of VR, and stations where guests can have arcade-like VR experiences. While on duty, you will be responsible for overseeing the Guest Experience staff and cultivating an environment that is safe, engaging and inspiring for both guests and staff. You will be responsible for daily operations, including turning the exhibits on or off, troubleshooting, and ticketing both on site, and through a ticketing system.

You will play a key role in creating a safe, engaging, and enjoyable experience for every visitor,

including supporting visitors at interactive exhibits and VR stations while monitoring flow

throughout the spaces. A key role during the COVID-19 pandemic will be to help visitors follow

health and safety guidelines.

ESSENTIAL FUNCTIONS

● Supervises 4-8 Guest Experience Staff, building and maintaining productive relationships

of trust with all members of leadership and staff.

● Works with Director of Exhibits to schedule staff and review staff performance.

● Provides meaningful feedback, sets clear objectives and expectations.

● Executes shift meetings that are well-planned, collaborative, educational and

motivational.

● Enforces safe operation of the exhibit for staff and customers.

● Demonstrates exemplary customer service, leading by example.

● Carry out troubleshooting procedures on the interactive exhibits and VR stations.

● Challenges and inspires the team to elevate every aspect of the experience through

service and presentation standards to create a clean, inviting atmosphere for the guest.

● Maintains proper safety and procedures to ensure staff and visitors follow current

applicable health and safety regulations and guidelines.

● Scan pre-purchased tickets and use a POS system to sell tickets on the spot to the

general public.

● Greet and orient guests and small groups and provide facilitation, including putting

visitors in VR headsets.

● Actively engage visitors in the exhibits to create a fun and educational environment.

● Monitor guest flow and regulate crowds as needed.

● Answer questions from visitors about Virtual Science Center’s exhibits.

● Conduct routine exhibit maintenance and assist in regularly sanitizing exhibits.

● Assist with public programs, special parties and events.

● Available to work shifts that include weekdays, weekends, evenings, and holidays.

MINIMUM QUALIFICATIONS

● 2+ years of relevant management experience.

● Experience interacting with the public in a professional capacity.

● Diplomatic and decisive leader with excellent organizational and time management skills.

● Must exhibit strong problem-solving skills, work well with a team and exhibit excellent

customer service skills.

● Must have experience in mediation and effective conflict resolution.

● Ability to maintain a high level of professionalism and confidentiality.

● Familiarity and comfort working with technology: network, databases, (POS) point of

sales systems, and ticketing software.

● Experience with managing cleaning and sanitation tasks.

● Outgoing and comfortable engaging with children, family groups, and people of all ages

and cultural backgrounds.

● Excellent communication skills and readiness to work as part of a collaborative and

diverse team.

● Punctual, organized and professional.

● Able to enforce and foster a great working environment, with safety procedures and

operations key to a great guest and staff experience.

● Interest in science, museum exhibits and STEM education.

APPLICATION DEADLINE

This position is open until filled.

HOW TO APPLY

To apply, please submit a letter of interest and resume to Heather Birchall:

jobs@virtualsciencecenter.org

Virtual Science Center is committed to the health and safety of our staff and visitors and will be following all guidelines in accordance with state/city/local ordinances in response to COVID-19. Staff will be provided with appropriate PPE as well as training and resources to promote safe working practices. This position involves close contact with the public. A criminal background check will be part of the hiring process. Proof of Covid-19 vaccination is required. Virtual Science Center is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.