The Manager on Duty leads the customer service efforts of Orlando Science Center Team Members and volunteers to meet organization needs and to enhance the participant experience by utilizing quality and assurance guidelines. The Manager on Duty communicates museum-wide requests and uses available resources to accomplish goals. This individual should have the ability to maintain a consistent customer service philosophy to ensure the quality of service, overall operations, and appropriate facility standards are being met. The Manager on Duty is primarily responsible for managing any member or visitor concerns, questions, or challenges. This position is expected to be on the floor for 85% of the shift during public operating hours to check all areas of the facilities to ensure cleanliness, program timelines, and physical assets are secured. The Manager on Duty must be comfortable with speaking in front or an audience and has great verbal and written communication skills.

 

Essential Functions:

  • Proficient in Operational support with the ability to assist when needed.

  • Professionally coaches staff and volunteers to ensure service greatness is provided to Orlando Science Center visitors and communicates to their management when approach is made.

  • Ensures OSC is a secure and safe environment for visitors, members, team members and volunteers.

  • Reports any items that may provide a health or safety hazard to staff, members or visitors to the maintenance staff through Facility Dude maintenance software.

  • Ensures OSC visitors, members, groups and team members are in wearable identity.

  • Ensures OSC relevant policies and procedures are being adhered to by OSC Team Members, Volunteers and third party partners, and reports any discrepancies to the Senior Manager of Operations.

  • Reports suspicious behavior or violations of policy and procedures to Senior Manager of Operations.

  • Problem solves, tracks and records complaints and resolutions on MOD report.

  • Develops and facilitates the Operational Training portion during New Hire Orientation for all new staff members.

  • Facilitates COVES Surveys to OSC visitors and members.

  • Completes Manager on Duty report at end of each shift with documentation of the day’s event.

  • Adheres to OSC’s Strategic Framework Guiding, Management and individual Principals.

  • Performs other related duties as assigned.

 

Competencies:

  1. Teamwork
  2. Decision Making
  3. Work Standards
  4. Motivation
  5. Reliability
  6. Problem Solving
  7. Adaptability
  8. Planning and Organizing 
  9. Communication
  10. Integrity
  11. Initiative
  12. Customer Service and Quality

 

Minimum Qualifications:

  1. Education: College degree in related field OR comparable work experience.

  2. Experience: A minimum of 2 years of experience working in a high volume customer service industry.

  3. Certifications: CPR/AED and Food Management Certification preferred.

 

Preferred Qualifications:

  • A minimum of 2 years of experience working in a high volume customer service industry.

  • Excellent customer service skills and experience handling challenging situations.

  • Strong communication, leadership, and organizational skills.

  • Ability to handle multiple tasks and functions while maintaining composure.

 

Supervisory Responsibility:

  • N/A

 

Physical Demands:

  • Ability to stand for an extended period of time.

  • Ability to lift up to and beyond 50 lbs.

  • Ability to push/pull up to and beyond 50 lbs.

  • Ability to respond quickly to situations and climb multiple levels of stairs throughout the day.

 

Expected Hours of Work:

  • Must be able to work weekends, special events, and holidays. The typical schedule for this position is Thursday through Monday, 8:30 a.m. – 5:00 p.m.

 

Travel:

  • 5% local travel.

  • This job is expired!