The Henry Ford is a nonprofit organization, an internationally recognized cultural destination, and a one-of-a-kind workplace. Our team is inspired daily by one another as well as the authentic stories of innovation that we share across our four venues. We want you to be part of this legacy and take it forward.

Our Guest Services team is seeking their next leader to support our day-to-day guest-facing operations.

The Guest Services Assistant Manager, Front of House supports the day-to-day operation of the Guest Services unit in Greenfield Village, Henry Ford Museum of American Innovation, Ford Rouge Factory Tour, and Giant Screen Experience theatre. This leader works collaboratively with all Guest Services Managers, Supervisors, Specialists, and Representatives to ensure world class service and efficiency in all parking, admission, membership and entrance operations. This position reports to the Guest Services Operations Manager.

Essential Responsibilities

• Responsible for providing world-class customer service to all guests for all venues of The Henry Ford.

• Provides direct leadership support for the front-line part-time staff to support the Operational Manager; duties include but are not limited to coaching, counseling, certifications/ recertifications, formal observations and regular performance reviews. Also supports/leads daily briefings as needed. Works closely with the Staff Training and Development Specialist to ensure best practices across the spectrum of staff care.

• Support all Guest Services leadership including the Giant Screen & Simulator Manager in running the day-to-day operation of the Giant Screen Experience & concessions plus racing simulators maintaining high standards and an excellent experience in the theater and in the racing exhibition. This will include supporting inventory of GSE & Sim supplies and scheduling maintenance as needed.

• Support the front-of-house manager by attending meetings with leadership to maintain strong communication with Ford Rouge Factory Tour staff including meetings with the bus contractor. Shares updates with the GS team.

• Support Special Event Operations by ordering and implementing signage using Workfront or designated Marketing tools. Coordinating with the Guest Services Team and collaborating with stakeholders to effectively guide guests to parking and programming as needed. Review staffing requirements for event coverage with the scheduling team/training and development staff.

• Manages GS campus signage inventory and maintains resources that we have for our use, including the storage areas where resources are located. Use Workfront to order signage in a timely manner that meets the standards of the Marketing team guidelines. Attend Signage Task Force meetings to represent the GS unit.

• Maintain inventory of Marketing tools to ensure supply of maps, GSE schedules and special events programs. This could include attending special meetings, putting requests in Workfront and following project statuses.

• Assist the GS team in activating the Shuttle Lot and other parking functions. This includes maintaining relationships with Metro Car or outside contractors to schedule shuttles, collaborating with institutional partners to serve all stakeholders in their efforts, meeting with bus partners and drivers to establish routes and plans while they are onsite.

• Act as point person for the front of house group greeting process during peak times (Early May through Mid-June). Assists in supplying all group greeting equipment, lists/rosters and set up for daily schools, tours, and adult group visits. Ensures that greeting staff is properly briefed and deployed daily to provide safe and clear directions to group guests at entry, through mealtime and upon exit.

• Facilitate or attend any internal or external department leadership team, software systems, and committee related meetings as necessary.

• Acts as a team player and contributes expertise within the team and organization as appropriate to effectively handle all problems, issues, and opportunities.

• Other duties as directed by the Guest Service Front-of-house Manager.

• Establish and reinforce the strategic platform of The Henry Ford in all Guest Services initiatives. Strive to align all Guest Services functions with our Values, Mission, Vision, and Brand.

Your Qualifications

• Associates' degree and a year or more of guest operations or management experience. In lieu of degree, 5 or more years of guest operations or management experience will be considered

• Experience in a cultural institution or non-profit setting preferred

• Proficient with Microsoft Office suite of software

Special Skills & Additional Information

• Must love people!

• Ability to multi-task and work with minimal direction

• Leadership & supervisory skills

• Confidentiality

• Creative

• Flexibility

• Professionalism

• Commitment to THF's mission, vision, and values

Environment

• Limited traditional office environment

• Outdoors in all weather

• Extended work hours

• Some weekend and holiday hours expected

This job description is subject to change at any time.

It is the policy of The Henry Ford to prohibit discrimination in any employment, donor or volunteering opportunity (including but not limited to recruitment, hire, employment, program participation, promotion, salary, benefits, termination and all other terms and conditions of employment or service as a volunteer) based on race, color, sex, sexual orientation, gender, gender identity/expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability. Marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. This Policy applies to all of our employees, donors and volunteers to ensure that they are treated without discrimination.