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About the Role
The Guest Services Manager is a key member of the operations team, supporting daily museum activities with an elevated level of responsibility. This role functions above Duty Managers, assisting the General Manager with critical backend and floor operations, offering leadership support, and ensuring the smooth running of day-to-day experiences. The position is primarily floor-based, providing real-time support to guests and staff, and serving as a leadership presence during operational hours.
Responsibilities
- Support the interview, onboarding, and training of new museum staff.
- Assist with the implementation of training procedures and onboarding plans.
- Help forecast, schedule, and staff the museum efficiently based on sales trends and projected volume.
- Create and adjust weekly schedules; assist with timecard corrections and time-off approvals.
- Support Duty Managers in ensuring smooth operational execution and guest service during shifts.
- Model and uphold high standards of guest experience and team engagement.
- Reinforce museum policies, procedures, and protocols on the floor.
- Assist the General Manager in executing strategic operational plans and improvement initiatives.
- Represent the museum professionally during events, field trips, and community partnerships.
- Assist in executing field trips, special events, and influencer visits.
- Oversee all FOH and retail inventory, including conducting full inventory counts.
- Assist placing orders for supplies and merchandise, maintaining inventory levels.
- Track usage and stock trends in the smartshop with Duty Managers.
- Monitor and maintain the museum's maintenance at all levels including preventative maintenance.
- Serve as the delegated authority in the General Manager’s absence.
Requirements
- Minimum 5 years of working experience in the same or similar job with the same or similar key responsibilities.
- Proven experience in a leadership role within the entertainment industry.
- Strong financial management skills with experience in budgeting and P&L responsibility.
- Ability to produce accurate results, analyze workflow, and set priorities to meet deadlines with minimal supervision.
- Demonstrated ability to lead and inspire a diverse team.
- Knowledge of current best practices within the entertainment environment.
- Understanding of marketing, sales, and visitor engagement strategies.
- Self-starter who is organized, detail-oriented, adaptable, responsive, and self-motivated.
- Advanced proficiency in Microsoft Word programs (Word, Excel, PowerPoint).
Skills
- Exceptional communication and interpersonal skills.
Location
- Onsite
Work Type
- Full-time
Experience Level
- 5+ years of experience
Education Level
- Bachelor's Degree preferred or equivalent experience.
About the Company
- Museum of Illusions is the world's largest and fastest-growing museum chain with 73 locations in 29 countries, and big plans for further expansion.
- Our original concept was launched in 2015 and quickly became a recognizable global brand and leading attraction in each city where it was launched.
- Our young and motivated team is rapidly growing, and we invite you to join us in our mission to bring interactive, immersive, and fun experiences to everyone eager to have their mind blown.
Equal Opportunity
- Museum of Illusions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
- This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.