Title: Manager of Guest Experience
Department: Guest Experience
Reporting to: Deputy Director of Museum Operations
Date: January 2026
Status: Full-Time 40 hours per week, Exempt position requires one weekend day
Rate of Pay: $58,000-$63,000/annually

Summary:

The Manager of Guest Experience oversees all front-of-house operations and is accountable for delivering a consistent, high-quality, and welcoming guest experience. This role directly supervises Guest Experience Associates, the Assistant Manager of Guest Experience, and the Lead Reservation Specialist, and ensures all guest-facing operations align with institutional standards, policies, and service expectations. This position would require weekend coverage as needed, and also be flexible to work nights and holidays for operational business needs.

Essential Functions

  • Oversee daily admissions, information desk, gatehouse, reservations, retail operations, and point of sale systems
  • Ensure Guest Experience Associates consistently deliver friendly, accurate, professional service, and accurate cash handling, drawer reconciliation, and transaction reporting
  • Serve as the primary escalation point for guest concerns, complaints, and accessibility needs
  • Ensure all guest experience spaces are welcoming, organized, and operationally prepared for guests
  • Coordinate guest services coverage for programs, camps, rentals, and special events
  • Lead hiring, onboarding, training, scheduling, coaching, and evaluation of Guest Experience staff in alignment with role expectations
  • Provide ongoing leadership, feedback, and performance management consistent with institutional and departmental standards
  • Ensure clear communication of roles, responsibilities, schedules, and service expectations
  • Monitor and address attendance, punctuality, professionalism, and adherence to workplace policies
  • Review and approve timecards accurately and in compliance with payroll and labor regulations
  • Address performance issues promptly in coordination with Human Resources
  • Model professional conduct, customer service excellence, and policy compliance at all times
  • Ensure compliance with all financial controls and loss-prevention procedures
  • Oversee all guest registrations, ticketing, and reservations
  • Ensure accurate and consistent use of CRM systems (Altru/Blackbaud preferred)
  • Maintain data integrity related to admissions, memberships, programs, and events
  • Collaborate with internal departments to support registration and attendance needs
  • Generate and review reports related to attendance, revenue, and guest activity
  • Ensure Guest Experience staff comply with workplace policies, including conduct, timekeeping, phone use, and safety
  • Maintain consistent supervision across all guest-facing areas
  • Support a safe, respectful, and inclusive environment for guests and staff

Non-Essential Functions

  • Provide support for evening, weekend, and special event operations as needed.
  • Participate in cross-departmental initiatives and projects.
  • Provide operational coverage during staffing shortages or emergency situations.
  • Participate actively in all staff community meetings, daily huddles (virtual or in person), and staff training when applicable
  • Contribute to a professional and motivational work environment by encouraging teamwork and providing positive reinforcement to team members when a job is well done
  • Other duties as needed

Qualifications

  • Bachelor’s degree in business, hospitality, or equivalent experience 
  • Minimum of 5 years in guest services, hospitality, retail, or museum operations.
  • Prior supervisory or management experience required.
  • Strong customer service, communication, and leadership skills.
  • Experience with CRM and POS systems; Altru / Blackbaud strongly preferred.
  • Demonstrated ability to manage multiple priorities in a fast-paced, guest-facing environment.
  • Able to navigate the building and grounds in all weather conditions, lift and transport program equipment and supplies up to 40 lbs, remain stationary for extended periods of time, and work in a high sensory environment with frequent  guest interactions 
  • Pass CORI and SORI background checks according to EcoTarium’s guidelines

The EcoTarium is an equal-opportunity employer. We value each member of the team, and are committed to inclusion and fostering a sense of belonging. We embrace diversity, and strive for equity and universal accessibility for employees and visitors.

Instructions: Please fill out the form below to submit your application.

All applications require a cover letter and resume. Review begins immediately; applications accepted until position is filled. EOE.

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