Guest Services Manager

Museum of Illusions • Philadelphia, PA

4d

About The Position

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.

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).

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 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager