Guest Services Manager

About Museum of Illusions

Museum of Illusions is the world's largest and fastest-growing museum chain, with over 60 locations. We have welcomed over 20 million visitors worldwide since 2015. Museum of Illusions is a visual, sensory, and educational experience designed to engage your sense of wonder and shift your perspective through the science behind optical illusions. We value play, exploration, and creativity, and we are rapidly growing. Join us in our mission to inspire wonder and joy through illusions!

Candidate Profile and Focus

The Guest Services Manager is a key member of the Museum of Illusions operations team who supports daily museum activities with an elevated level of responsibility. While this role is part of the Shift Supervisor team structure, it functions one level above assisting the General Manager with critical back end and floor operations, offering leadership support, and ensuring the smooth running of day-to-day experiences.

This role is primarily floor-based, providing real-time support to both guests and staff, and serving as a leadership presence during operational hours. The Guest Services Manager is not a direct supervisor over the Shift Supervisors but carries greater responsibility and leadership authority, acting as an extension of management in alignment with museum standards.

Primary Job Duties & Responsibilities

• Schedule requires weekend and holiday work.
• Willingness to perform the most effective role.
• 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 Shift Supervisors 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 as needed.
• Assist in executing field trips, special events, and influencer visits alongside Marketing and Sales.
• Oversee all FOH and retail inventory, including conducting full inventory counts on a regular basis.
• Assist placing orders for supplies and merchandise, maintaining inventory levels as needed. Track usage and stock trends in the smartshop with Shift Supervisors.
• Monitor and maintain the museum's maintenance at all levels including preventative maintenance.
• Serves as the delegated authority in the General Manager’s absence, with floor staff having a dotted-line reporting relationship to this role.

Requirements

• Bachelor's Degree preferred or equivalent experience.
• 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.
• Exceptional communication and interpersonal skills.
• 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).

Physical Requirements/Demands

• Must be able to use hands and fingers to type on a keyboard, use a laptop and other office equipment.
• Must be able to ascend/descend flights of stairs.
• Must be able to bend, stoop, kneel, crawl, crouch, and squat.
• Must be able to properly express oneself, exchange information, communicate and converse with diverse cultures, races, and sexes
• Must be able to lift 25 lbs.
• Must be able to work both indoors and outdoors.
• Must be able to use sight to detect, determine, perceive, observe, inspect, and assess situations.

Perks and Benefits

• Medical, Dental, Vision, Life and Disability Insurance, Flexible Spending and Commuter Benefit Accounts!
• 401k Retirement Plan with immediate company match!
• Generous paid time off!
• Employee discounts at our museums!

Company Statement: 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. www.museumofillusions.com