At the Rock & Roll Hall of Fame, we are dedicated to making a difference. We intentionally foster a diverse & equitable museum that encourages & embraces creativity & innovation. As a community leader, we value, empower, & respect all people. We provide all team members with equal access to information, development, & opportunity. We acknowledge historical inequities & purposefully create an environment where each person feels accepted, appreciated, & safe to utilize their unique experiences & perspectives. Diversity, Equity, Accessibility, & Inclusion is more than just a policy. It supports our mission and defines our future.

Research shows that women and individuals from underrepresented backgrounds often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that an applicant meets 100% of the qualifications for a given role. Therefore, if much of this job description describes you, then you are highly encouraged to apply for this role.

Summary: 

The Manager of Guest Experience & Museum Operations is responsible for leading the Rock Hall’s guest services team while creating an engaging and memorable experience for all Rock Hall fans.  They exemplify the Rock Hall’s Fans First philosophy, have a deep love of rock & roll history, thrive in a fast-paced work environment, are comfortable speaking in front of crowds, and deliver high-quality experiences to fans from around the world.

JOB RESPONSIBILITIES & DUTIES

FAN ENGAGEMENT LEADERSHIP

• Ensure high levels of visitor satisfaction through Fans First service excellence initiatives.
• Interview, hire, and train employees in partnership with the Human Resources team and Director of Fan Engagement.
• Demonstrate and encourage a strong work ethic, outstanding customer service, critical and innovative thinking, and problem solving. Sets a strong example by exhibiting and recognizing superior quality service.
• Provide direction and guidance to the Fan Engagement staff by mentoring, cross training, and effective delegation.
• Listen, understand, and communicate the needs of the team and the business to make recommendations to the Director of Fan Engagement to ensure voices are heard and Rock Hall initiatives are communicated clearly and with context.
• Keeps Director of Fan Engagement apprised of staffing updates, including performance management and attendance matters.
• Conducts personnel performance appraisals and coaching assessments to assess training needs and build career paths for Fan Engagement team.
• Researches current trends in guest engagement by maintaining a strong network of peers from other cultural institutions and attending professional development conferences.
• Serves as a Rock Hall media/PR spokesperson, program host, fan engagement content creator and VIP tour guide as needed.
• Directly manages a supervisory team (3-4 employees) as well as the wider part-time and seasonal team (20-30 employees, depending on season).

OPERATIONS

• Assist in the preparation of the annual budget.
• Organize all guest services operations and allocate responsibilities to appropriate personnel.
• Schedule staff according to business and institutional needs and forecasted attendance.
• Ensure a safe and clean environment for staff and visitors.
• Approve timecards and time-off requests for all direct reports.
• Implements service recovery toolkit and de-escalation measures for font line staff.
• Reviews and communicates key internal and external messaging to onstage crew and other departments within Museum; attends weekly museum-wide operations meeting.

MANAGER ON DUTY

• Acts as a role model for staff; observes and works with staff at assigned posts and provides prompt feedback and direction to staff to ensure duties and responsibilities are fulfilled.
• Leads morning “Sound Check” meeting with onstage staff, ensuring daily operation information & key internal messaging is relayed to staff; oversees radio communication.
• Trained as power-user of Rock Hall ticketing system.
• Responds to escalated visitor emails & phone calls and complaints with goal of de-escalation and resolution.
• Ensures assigned work areas are kept clean by staff; takes responsibility for maintaining a welcoming environment.
• Submits daily End of Day report to museum-wide operations staff.
• Maintains an onstage presence, particularly during busy days.

Duties include but may not be limited to the above.

QUALIFICATIONS

• Education Level: Ability to read and demonstrate basic oral, written, mathematical and manual skills. Ability to communicate in standard English.  High school graduate or equivalent required, bachelor’s degree in hospitality management or related field preferred.
• Experience in Field: A minimum of five years’ experience in a managerial role leading a customer service team, preferably front-line hospitality experience where there is significant exposure and contact with customers/visitors.  Experience with hiring, training, and performance management required.  Possess a passion for customer service and rock and roll, and an ability to get along with people. Possess excellent organizational and interpersonal skills that allow you to effectively deal with Rock Hall staff, volunteers, Rock Hall members, donors, and visitors. Understand implicitly how to work with different people and various working styles across the organization. Bilingual capabilities are a bonus.

LEADERSHIP & EMOTIONAL INTELLIGENCE SKILLS

• Involves others in decision-making but comfortable leading; avoids impulsive decisions.
• Encourages teamwork and anticipates and removes obstacles to effective teamwork; seeks to resolve conflicts as they arise.
• Approaches others in a positive manner and builds solid long-term relationships with key stakeholders inside and outside the organization.
• Appropriately shares information with staff members, ensuring that they and other key contacts across the organization are kept abreast of initiatives, issues, and events internally as well as externally.
• Involves staff in various processes to share information and provide input on policies and practices; solicits ideas and opinions to help shape specific decisions or plans.
• Comfortable with multi-tasking and pivoting to ensure optimal results

WORKING CONDITIONS

• Environmental Parameters: Ability to work in confined areas (coat check area). Ability to work indoors and outdoors, in all types of weather conditions. Ability to work in crowds of people. Ability to work with loud house music.
• Physical Demands:
  1. Strength: Ability to lift/move items weighing up to 30 lbs. (approximately)
  2. Type: Express or exchange ideas by means of spoken word and to perceive nature of sounds. Ability to hear accurately to monitor radios and interact with the public. Demonstrate clarity of vision to distinguish date and time on admission tickets; judge distance and space relationships; identify and distinguish colors, numbers, and figures. Ability to perform tasks concurrently.  Work involves walking or standing most of the time but may involve sitting for brief periods of time.

Employer’s Rights

This job description does not list all the duties of the position. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.   The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Benefits and Compensation

The annual salary range for this position is $65,000 – $80,000, commensurate with experience and certifications.

The Rock Hall offers a generous benefits package including 4 plan options for health insurance with other benefits such as dental, vision, and life insurance being company paid.

Other perks include employer paid parking, 403b retirement plan, and yearly paid time off including: 14 paid holidays, 15 vacation days, 12 sick days, 3 personal days, and 32 hours of paid volunteer time.