The Children’s Museum of the Upstate
Job Description
Job Title:
Department:
Reports To:
FLSA Status:
Prepared By:
Prepared Date:
Director of Sales and Guest Relations
Sales
Chief Financial Officer
Exempt
Debbie Bertlesman
05/04/15
The Children’s Museum of the Upstate (TCMU) is an exciting and growing nonprofit children’s museum located in
downtown Greenville, SC. TCMU provides learning opportunities for children with innovative hands-on exhibits and
creative programs.
TCMU has grown steadily since opening in 2009, with 150,000 annual visitors, including family visits, field trips, summer
camps, and special events. TCMU seeks to be a leader in innovative family activities, a dynamic learning center and a
compelling community attraction. Widely known as a creative and playful learning destination, TCMU also offers
exceptional spaces for meetings and special events.
SUMMARY
The Director of Sales and Guest Relations is the individual responsible for leading the TCMU sales and guest services team to meet
and/or exceed budget goals for earned revenue, by selling the products and services offered by the museum, while ensuring all visitors
and members enjoy exceptional customer service. This individual will be a leader, trainer, completely approachable, visibly present,
and knowledgeable of museum exhibits and program offerings with the ability to multitask and respond quickly and appropriately to a
variety of situations and persons. The Director of Sales and Guest Relations will act as Manager on Duty Tuesday through Saturday.
ESSENTIAL DUTIES AND RESPONSIBILITIES
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Manage and mentor a small team of one full-time and part-time staff members to handle all onsite sales and phone sales of
memberships, school field trips, birthday parties, camps, classes, and special events.
Work closely with the Director of Marketing and Programming Managers to serve our existing audience and grow awareness
and support for our museum mission through sustained revenue growth in the areas of admissions, camps, classes, special
events and programs, school field trips, and memberships.
Develop quarterly/yearly sales goals including plans/strategies for obtaining these, which should include identifying target
market and developing sales methods, to include outbound calls/visits, to meet these goals.
Work with Director of Marketing to evaluate and assess promotional opportunities and provide metrics showing results of all
promotions.
Prepare and maintain monthly data in regards to attendance – visitors, members, program guests – and compare to planned
results to evaluate level of success and provide reports to management in a timely manner.
Accountable for meeting and/or exceeding all key performance goals (KPIs) as designated by the Board and/or management.
Oversee procedures to handle money, reconcile cash register activity and Point of Sale systems. Responsible for access to safe
and securing daily revenues.
Prepare daily deposits and accounting reports related to admission and store sales and provide to Finance in a timely manner.
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Build and maintain a commitment to consistently excellent guest services in all areas of the museum.
Work with store manager to ensure appropriate inventory levels in the retail store with regular monitoring.
Approve all purchases for the store, celebrations, admissions and retail supplies.
Assess store sales reports, study sales trends and analyze price points to assist with budget adherence & sales development, in
cooperation with store manager.
Develop Sales and Guest Services Department (Admissions, Membership Sales, and Retail) revenue and expenditures for yearly
budget.
Work with Program Managers to develop birthday party and school visits revenue goals for yearly budget.
Provide detailed explanations of variances – budget vs actual – on a monthly, quarterly, and yearly basis.
Update, as needed, store and admissions operation policies and procedures to ensure they align with overall museum goals and
mission.
Oversee the guests’ needs and perform museum walk-through on regular basis throughout the day.
Design, develop, and implement a formal process for sales and guest services staff training and professional development, including
software/systems, guest experience, safety, and sales training.
Operate as the first line of interface for all guest services related issues.
Ensure complete knowledge of all museum policies and procedures, including safety related issues.
Acting as manager on duty, respond to all calls related to visitors and the visitor experience, in a professional manner.
Provide guest services support/staffing for all regular and special program needs throughout the museum.
Appropriately represent the sales and guest services team at senior staff and team meetings.
Serve as the liaison between Development and Guest Services in regards to Title I, Head Start, and other groups attending through the
accessibility and fund-a-family programs. Prepare and evaluate metrics regarding program usage versus planned.
Manage Altru database and Counterpoint SQL point-of-sale software.
Perform ongoing analysis of data and summarize in reports as requested by Chief Financial Officer.
SUPERVISORY RESPONSIBILITIES
 Supervise the Admissions, Central Sales and Retail staff.
QUALIFICATIONS
 Minimum 3-5 years’ experience in sales related field.
 Minimum 3 years supervisory/management experience in customer service and/or sales.
 Detail oriented, outgoing, positive attitude, problem solver with strong customer service skills is a must.
 Results oriented, with drive to meet sales expectations.
 Work a regular scheduled work week – Tuesday through Saturday.
 Must have flexible schedule - may include evening or weekend hours.
 Must be available “on call” as circumstances warrant, including back-up for admissions/store as needed.
EDUCATION and/or EXPERIENCE
 A Bachelor’s Degree in a related field.
 Experience with Microsoft products (Word, Power Point, and Outlook) and above average Excel skills.
 Experience with database and point-of-sale software.
 Extensive sales background with support for meeting/exceeding sales goal expectations.
MATHEMATICAL SKILLS
 Budgeting skills
 Cash handling skills
 Experience with developing and manipulating queries in a database environment.
LANGUAGE SKILLS
 English, bi-lingual preferred
REASONING ABILITY
 Must have good analytical and logical reasoning skills
 Must be a good problem solver
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Ability to manage big picture and minute details, both in the short and long term.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an
employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.