Guest Services & Operations Manager

The Annenberg Space for Photography

The Guest Services and Operation Manager oversees the daily maintenance and operations of the Annenberg Space for Photography (ASP), ensuring the professional operations and appearance of ASP and an exceptional guest experience. This position is responsible for training and supervising both full-time and part-time guest service staff members, communicating and working with staff across the organization and overseeing daily maintenance, including gallery, workshop, and retail operations as well as all outside space rental agreements. Some work on weekends, holidays and evenings is required.

Responsibilities

KEY RESPONSIBILITIES

  • Responsible for creating a truly memorable and wonderful guest experience for each visitor to the Annenberg Photography Space.

  • Responsible for creating a customer-centered culture that identifies, nurtures, and reinforces visitor and guest services as a primary value.

  • Responsible for developing and maintaining effective and efficient processes and procedures to ensure that programs and exhibits meet and exceed the expectations of the Trustees and the public.

  • Ensures that the Space operations staff is well managed and reflective of the culture of the Annenberg Photography Space, and the Annenberg Foundation.

  • Works with the Registrar and Exhibitions Manager and Project Manager, Exhibitions to support each exhibition installation and deinstallation, including coordinating appropriate vendors and providing access to the Photo Space when needed.

  • Oversees facilities management and tracks consultants and contracted services to assure an excellent guest experience as well as all maintenance, repair and setup during closed periods. Ensures the most efficient and effective use of resources across shows, exhibits and programs.

  • Schedules meetings, oversees master calendar, and monitors timelines and deliverables in close collaboration with Facilities Lead. Manages and schedules staff. Provides direction, sets goals, and establishes priorities and delegates work. Oversees and monitors progress against goals and provides performance feedback, coaching and training. Organizes and leads regular staff meeting.

  • Works closely with the Senior Manager, Engagement and Learning to mutually align schedules and training/coaching of Leads and Guest Services Associates, and to ensure that all public programs are appropriately staffed.

  • Works closely with the Associate Director and oversees the Senior Guest Services, Events & Retail Lead to manage all aspects of the retail and rental processes, including but not limited to responding to rental inquiries, handling space walkthroughs, and submitting invoices to Accounting in a timely manner tracking orders.

  • Provides advice, mentoring, and support to all personnel and consultants on an as-needed basis.

  • Works with Marketing and Communications to ensure the Photo Space has marketing and publicity related to the Exhibits, Special Events, Tours and Staff Education, when relevant or needed.

  • Plans and implements facility and operation improvements when required.

  • Develops, tracks and reviews operations budget.

  • Performs other related duties and special projects as assigned.

SUPERVISORY RESPONSIBILITIES

  • 1 Facilities & Partnerships Lead

  • 1 Events & Retail Lead

  • 3 Senior Guest Services Associates (full-time)

  • 2-3 Guest Services Associates (part-time)

Requirements

ENVIRONMENTAL FACTORS AND CONDITIONS/PHYSICAL REQUIREMENTS

  • Hours of work are generally 8:30-5:00pm Monday and Tuesday, and 9:00 a.m.-6:00 p.m. Wednesday-Friday, and some weekends with occasional schedule changes due to events and staffing needs, including late nights.

  • Working on holidays, weekends and extended hours during special events may be required. Working additional events such as Family Fun Day and opening events are mandatory.

  • Works primarily in a studio environment but may also spend time on site visits or in public venues—use of computers requires hand/wrist motion and visual focus—requires extensive review of written materials and contracts.

EDUCATION, EXPERIENCE AND CERTIFICATIONS

  • Bachelor’s degree required in photography or related creative field (e.g., public administration, arts, humanities, communications or hospitality management). Master’s degree preferred.

  • 3-5 Years related events, hospitality or operations management required. Gallery, museum or cultural institution experience a plus.

KNOWLEDGE, SKILLS AND ABILITIES

  • Deep understanding of the vision, mission and values established by the Board of Directors.

  • Deep understanding of the Photography Space’s vision and programs.

  • Knowledge of and ability to speak/write clearly on creative subjects. Knowledge of the photography world is a plus.

  • Strong critical thinking, analytical and budget management skills.

  • Excellent oral and written communication and presentation skills.

  • Tact and ability to work effectively with colleagues, the media, consultants, government officials, a variety of external constituents and the general public.

  • Strong organizational skills and attention to detail and accuracy.

  • Strong project management skills.

  • Ability to lead and motivate staff.

  • Familiarity with the special requirements and circumstances of the nonprofit sector.

  • Ability to balance priorities in a multitask environment.

  • Ability to effectively use a variety of computer applications (e.g., Word, Excel).

  • Excellent ability to negotiate contracts and monitor performance.

  • Ability to plan agendas and facilitate meetings.

  • Strong team orientation and ability to work interdependently.

  • Persistence, initiative and follow-through when completing independent tasks.

How to Apply

Please apply by using the below application link, which will take you to our application portal (powered by Paylocity).

If you have any questions, please contact Yesenia through the contact link below.

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Posted on November 5