Visitor Hospitality Manager

HOW TO APPLY

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INITIAL REVIEW DATE (IRD)

UC Santa Cruz jobs are posted until filled. All application materials submitted by 11:59 pm on the IRD will be routed to the hiring team for consideration. NOTE: Applicants who miss the IRD are still encouraged to apply; their materials will still be forwarded for consideration if requested by the hiring team. Application materials cannot be accepted outside of the jobs portal. Applications cannot be edited on an applicant's behalf. For more information about the IRD and the applicant review process, view this link.

The IRD for this job is: 08-18-2025

ABOUT UC SANTA CRUZ

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

DEPARTMENT OVERVIEW

The Seymour Marine Discovery Center, founded in 2000, serves as the outreach and public education component of the Science Division at the University of California, Santa Cruz. The SMDC educates people of all ages about marine science research and ocean conservation. The Center is a 17,500-square-foot facility with additional outdoor features on a cliff above the Pacific Ocean, located on the UC Santa Cruz Coastal Campus.

More information can be found at: https://seymourcenter.ucsc.edu/

JOB SUMMARY

The Visitor Hospitality Manager leads the Seymour Marine Discovery Center's frontline guest experience by cultivating a warm, responsive, and consistently excellent atmosphere for every visitor. This role oversees the student staff team's recruitment, training, coaching, and performance, which welcomes and supports the public at the front desk and exhibit hall. The ideal candidate is an intuitive people person, a skilled coach, and a detail-oriented team leader who delights in building welcoming, inclusive experiences. This position partners closely with the Revenue & Retail Manager to align sales training with service culture and ensure that the human-to-human visitor experience strengthens the Center's reputation and impact.

APPOINTMENT INFORMATION

Budgeted Salary: $29.38/hour - $30.74/hour. Salary commensurate with skills, qualifications and experience.
Under California law, the University of California, Santa Cruz is required to post a reasonable estimate of the compensation for this role. The salary shown above is the budgeted amount the University reasonably expects to pay and the salary extended should not exceed this posted amount.

Benefits Level Eligibility: Full benefits

Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Tues-Sat
• Shift Includes: Day

Employee Classification: Career appointment

Job End Date: None

Work Location: Off Campus - Long Marine Laboratory - Seymour Center

Union Representation: CX Union

Job Code Classification: 004722 (BLANK AST 3)

Travel: Up to 25% of the time

JOB DUTIES

50% - Frontline Team Leadership

• Hire, onboard, schedule, and supervise a dynamic team of student employees who serve as the public face of the Seymour Center.
• Design and deliver training protocols that reflect best practices in hospitality, visitor engagement, and guest communication.
• Foster a warm, welcoming, and high-performing team culture rooted in mutual accountability and community values.
• Set and disseminate student schedules.
• Act as Manager on Duty 4-5 days per week, serving as lead staff for all visitor services issues and real-time problem-solving during open hours.
• Conduct ongoing, real-time coaching and performance evaluation for student team members.
• Develop recognition strategies that celebrate excellent visitor service and student growth.
• Greet visitors at the front desk, setting the example for how to make outstanding first impressions by being the warm, welcoming host.
• Sell admission tickets, memberships, and gift store products.
• Learn from visitors by setting up ways to collect regular visitor feedback in person and online.
• Respond in a quick, helpful, and friendly way to visitor questions that come in person, online, and over the phone.

25% - Operational Support

• Support smooth daily operations by ensuring coverage at the front desk and exhibit hall, monitoring cleanliness, and reporting issues.
• Serve as a visible presence on busy days and special events.
• Ensure compliance with safety and emergency protocols in public areas.
• Keep accurate records by maintaining and reporting accurate admissions, gift store, cash, and membership sales reports.
• Act as backup to the Revenue & Retail Manager for holidays and vacations.
• Partner with the Revenue & Retail Manager to integrate sales goals into visitor interaction strategies.
• Coordinate shared communications to ensure brand-aligned messaging across admissions, membership, and shop conversations.
• Participate in institutional events and initiatives that strengthen the guest experience and centerwide cohesion.
• Make cash deposits at the main campus weekly.

25% - Visitor Experience Design

• Develop protocols for greeting, wayfinding, and resolving visitor issues that reflect the Seymour Center's identity and values.
• Collaborate with the Revenue & Retail Manager to ensure seamless service that also supports sales and membership goals.
• Coordinate with the Volunteer Coordinator to align student and volunteer hospitality efforts.
• Evaluate visitor experience through observations, informal feedback, and survey data to inform improvements.
• Deliver excellent and timely email and phone support (maximum 24-hour response time on working days).
• Book, coordinate, and greet Reserve Group Tour groups (maximum 24-hour response time to email/phone on working days).

REQUIRED QUALIFICATIONS

• High school diploma or equivalent experience.
• Organizational and time management skills.
• Good judgment and problem-solving skills.
• Experience supervising or coaching frontline staff in a visitor-facing role (hospitality, museum, tourism, retail, education, or similar).
• Strong interpersonal and communication skills, with a demonstrated ability to create inclusive and positive guest interactions.
• Demonstrated ability to juggle multiple responsibilities and maintain attention to detail in a fast-paced environment.
• Ability to work independently and as a member of a team.

PREFERRED QUALIFICATIONS

• Bachelor degree or equivalent experience.
• Experience addressing groups of various sizes and ages, from preschool to VIP guests.
• Familiarity with student development or leadership coaching frameworks.
• Experience working in a museum, aquarium, or informal education setting.
• Bilingual or multilingual proficiency
• Interest in marine science, science education, or community engagement.

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Selected candidate must pass the employment misconduct disclosure process.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• The selected candidate will be required to work all scheduled hours on-site.
• Must be available to work regularly scheduled weekends, days, evenings and holidays.
• Must be able to lift 50 pounds, physically access shop and service areas, and perform light cleaning duties.
• Ability to travel to multiple work locations on and off campus.
• Will be required to wear a University provided uniform.
• The University of California has implemented a Vaccination Policy covering all employees. Employees, including new hires, are required to comply with any applicable policies relating to the University of California vaccine program.
• Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here.

MISCONDUCT DISCLOSURE REQUIREMENT

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

a. "Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

- UC Sexual Violence and Sexual Harassment Policy
- UC Anti-Discrimination Policy
- Abusive Conduct in the Workplace

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

NOTICE OF AVAILABILITY

EEO/AA

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status or other protected categories covered by the UC Anti-Discrimination Policy.

It is the policy of the University of California to undertake affirmative action and anti-discrimination efforts, consistent with its obligations as a Federal and State contractor.