Assistant Guest Services Manager; Part-Time

Position: Assistant Guest Services Manager (Part-Time)
Job Type

Part-time

Description

Position Summary:

The Assistant Guest Services Managers supports the Guest Services Manager in the daily oversight and operational execution of the Museum's front desk, admissions, and store operations. This role serves as a working floor leader, ensuring service standards, sales performance, and operational procedures are consistently executed. The Assistant Guest Services Manager provides hands-on supervision during shifts, supports staff training and development, assists with scheduling and reporting, and serves as Manager-on-Duty in the absence of the Guest Services Manager.

This position plays a critical role in maintaining an exceptional visitor experience aligned with the Museum's mission of playful learning and family engagement.

Essential Functions/Major Responsibilities:

Shift Leadership & Floor Supervision

• Serve as lead floor supervisor during assigned shifts.
• Provide real-time coaching and redirection to Guest Services staff to maintain high standards of professionalism and engagement.
• Ensure front desk, admissions, and store areas are guest-ready at all times.
• Act as Manager-on-Duty in the absence of the Guest Services Manager.
• Support emergency response leadership as directed.

Guest Experience & Service Recovery

• Address and resolve routine visitor concerns and service issues.
• Escalate complex or sensitive matters to the Guest Services Manager as appropriate.
• Model exceptional guest engagement and proactive service behaviors.
• Support staff in communicating museum programs, memberships, exhibits, and events confidently and accurately.

Sales & Revenue Support

• Support admissions, membership, and store sales goals.
• Encourage membership conversions and upgrades during daily operations.
• Monitor daily sales activity and support performance improvement initiatives.
• Reinforce sales scripts and engagement standards with staff.

Staff Support & Training

• Assist with onboarding and training of new team members in POS systems, customer service standards, safety protocols, and museum procedures.
• Reinforce departmental policies and procedures to ensure compliance with operational standards
• Provide input to the Guest Services Manager regarding staff performance and development needs.
• Assist with facilitating team meetings as needed.

Scheduling & Administrative Support

• Assist in preparing staff schedules and shift adjustments.
• Monitor attendance, punctuality, and coverage during shifts.
• Support documentation on performance coaching and operational notes.
• Assist with data entry and report preparation as directed.

POS & Financial Oversight

• Perform advanced POS functions, troubleshooting, and overrides as authorized.
• Open and close tills; ensure accurate cash handling procedures are followed.
• Assist with daily cash reconciliation and deposit preparation.
• Monitor transaction accuracy and support compliance with cash-handling policies.

Operational Oversight

• Monitor signage, lobby presentation, and cleanliness of front-of-house areas.
• Identify operational inefficiencies and communicate recommendations to the Guest Services Manager.
• Support implementation of new procedures, promotions, and initiatives.

Requirements

Position Requirements:

• Demonstrated ability to lead by example in a customer-facing environment.
• Strong interpersonal and conflict resolution skills.
• Ability to remain calm and solution-focused in high-traffic situations.
• Detail-oriented with strong organizational skills.
• Ability to communicate clearly and professionally with guests and staff.
• Strong teamwork orientation and willingness to take direction.
• Commitment to supporting the Museum's mission and service culture.
• Flexible availability including weekends, evenings, holidays, and special events.
• Basic First Aid certification or ability to obtain upon hire.

Education and/or Experience:

• Minimum 2 years of customer service, retail, hospitality, or admissions experience preferred.
• Prior supervisory, lead, or keyholder experience preferred.
• Point of Sales (POS) and cash handling experience preferred.
• Basic proficiency in Microsoft Word and Excel preferred.

Supervisory Experience:

Guest Services Lead, Guest Services Attendant, and Divy's staff as assigned.

Work…