Manager on Duty

General Statement:

The Manager on Duty (MOD) supports the Fleet Mission and Visitor Experience Philosophy by providing leadership for the staff and volunteers during regular business hours as well as special events. This position serves as the central point-of-contact for visitor service, cash related requests, emergencies, and general facility and Balboa Park questions. Will work closely with the Special Events and Group Sales Manager before, during and after special events. This position requires availability on Tuesdays, Thursdays, and weekends.

Reports to:  Senior Guest Services Manager

Primary Duties and Responsibilities:

1. Must be knowledgeable of emergency and evacuation procedures.
2. It is the responsibility of the MOD to guide all staff, volunteers and visitors to safety during evacuations and emergencies according to company policies and procedures protocol. Also serves as the main contact during emergencies, contacting the proper authorities and maintaining proper communications in person, on the phone and over the radio.
3. Must be certified in CPR, AED and First Aid.
4. Will respond to and resolve visitor issues and complaints professionally, efficiently and in a timely manner.
5. Will ensure that all frontline staff members are knowledgeable of current films, educational programs, special events and related special offers and pricing, according to protocol.
6. Will work with the appropriate department heads to communicate any staff violations, which may lead to disciplinary actions.
7. Will assist with selling tickets, memberships and other related ticket counter products as needed.
8. Responsible for ensuring security procedures regarding cash handling, safe control and related items of value on behalf of the company and visitors as required. Will conduct random audits of frontline cashiers according to departmental protocol.
9. Responsible for summary and accuracy of payment reconciliation of reports and related attendance counts and program totals as required or requested.
10. Conducts building walk-through procedures as required. Maintains security-minded procedures, noticing potential security and safety issues and makes corrections/adjustments as needed. Reports problems and security breaches to appropriate department head for repair, replacement or corrective action.
11. Monitors Public Address (PA) announcements for theater show times, closing calls and other related public announcements as necessary. Ensures that announcements are made according to approved scripts both at the main entrance as well as the theater entrance.
12. Ensures that all frontline areas are adequately staffed based on business trends. Communicates employee absences and call-outs.
13. Other duties, special events and related projects as assigned by supervisor.

Tools and equipment used to perform this position:  Public Address System, Ticketing System, PC, Cash Register, Printer, Telephone, Flashlight, Microsoft Office Software, Copier, two way radio and Fax.

Supervision, direction, or guidance provided for this position:  Performs duties without supervision.  Supervision needed to discuss non-routine questions or concerns.

Physical Requirements of this Position:

Medium  Work:  Position involves sitting, standing, and/or walking.  Position requires ability to frequently exert up to 10 pounds of force to move objects and occasionally exert up to 20 pounds of force to move objects.

Business Location Presence:  This position requires physical presence at the business location during all assigned working hours in order to adequately perform all duties.

Experience, education, or skills required of the incumbent in this position:

• Strong customer service and interpersonal skills, with a take charge and high energy attitude.
• Excellent organizational and problem-solving skills, the ability to manage multiple tasks and priorities in a fast paced environment.
• Experience in customer services, marketing, event planning, and/or public relations. Theatrical and special events experience is a plus.
• Must be available to work a schedule that will include weekends, evenings and holidays. Some late night, early morning and overnight shifts are also required based upon special event bookings and business needs.  
• One year experience in a leadership position which involved customer service, staff supervision, cash handling, preparing and reconciling detailed bank reports and bank deposit information.
• Knowledge of Balboa Park, San Diego Attractions and the Reuben H. Fleet Science Center extremely helpful.
• Knowledge of a computerized ticketing system helpful.
• Ability to read and effectively communicate in writing and verbally in order to make public announcements and convey information to patrons. 
• Experience handling money, operating a cash register, and reviewing reports to calculate sales and labor expenses.
• Strong interpersonal skills required. Must be able to handle challenging issues with diplomacy and tact while maintaining company policies and procedures.
• Proven ability to handle confidential information in a professional manner.