Guest Experience Manager

Description Job Title: Manager of Guest Experience Reports to: Director of Education & Experience Classification: Non-Exempt Status: Full-time Date Updated: 07/28/2026 Salary Range: $21.00 - $23.00 per hour Our Mission The Modesto Children’s Museum enriches the lives of all children by nurturing creativity, critical thinking, and a love for lifelong learning. Our Vision & Values Our vision is to be a world-class and exploratory experience for all children that enriches, inspires, and unites our larger community. We believe that all children are welcome and deserve a safe, inclusive space where they can confidently explore who they are and imagine all that is possible. We know that learning engages the entire family, creating stronger connections through curiosity and discovery. We celebrate diversity at every level—through our staff, programs, and practices—ensuring every child and caregiver feels represented and valued. We invest deeply in our community, building partnerships that strengthen and unite our region. And we hold fast to the belief that play is an essential part of learning, sparking joy, creativity, and a lifelong love of discovery. Position Summary The Manager of Guest Experience will support MoChiMu’s mission and vision by providing oversight of the museum’s “front-of-house” operations. The Manager will support the Director of Education & Experience in ensuring a positive guest experience at the Modesto Children’s Museum and managing the day-to-day operations of the Museum as a visitor attraction. This individual should be an effective, forward-thinking manager of people and processes with a deep understanding of team management and customer service. The Manager will work as part of the “MoChiMu” team and support full and part-time staff in maintaining a strong culture that drives the organization to achieve excellence. The Manager will play a critical role in ensuring that MoChiMu is a sustainable and enduring learning institution for years to come. As this position is centered on the museum’s daily operations, the regular and recurring schedule for the Manager of Guest Experience will be Wednesday through Sunday with typical shifts beginning as early at 8:30 AM and ending as late as 6:00 PM. Essential Functions, Duties, and Responsibilities Lead the day-to-day operation of Modesto Children's Museum as it relates to guest services, staffing, daily schedules, cash handling, and opening & closing procedures in accordance with best practices. Train, supervise, schedule, and evaluate the performance of front-of-house staff. Order, restock, and maintain inventory for the “MoChiMu Mercantile” retail space. Continuously maintain and adjust documentation and training materials concerning the organization’s guest service procedures and protocols. Ensure MoChiMu is clean and safe for all guests, including monitoring the facility for potential hazards, responding to incidents and providing first aid, as needed. Support the management of the Front Desk and back-end ticketing and member services, ensuring that all guests are greeted warmly and receive excellent customer service. Monitor guest feedback and respond to complaints in a timely and effective manner. Work cross-organizationally to ensure that the museum’s “Floor” and the guest experience reflect safety, courtesy, inclusion, show, and efficiency through a balance of activities and caretaking. Maintain a high level of knowledge about museum exhibits, programs, and events to answer guest questions and provide recommendations. General Functions, Duties, and Responsibilities Be a positive MoChiMu representative and assure the organization and its mission and programs are consistently presented in strong, positive ways to the internal team, partners, relevant stakeholders, the public, and media. Comply with all the MoChiMu policies and procedures, including but not limited to workplace safety, reporting work-related injuries, Infection Control, and preventing potential safety risks for staff, patrons, and others. Punctual and regular attendance is an essential responsibility of each employee at MoChiMu. Employees are expected to report to work as scheduled, on time, and prepared to start working. Employees are expected to remain at work for their entire work schedule. Late arrival, early departure, or other absences from scheduled hours are disruptive and must be avoided. Maintain a willingness to support MoChiMu and the team in other collaborative projects, museum needs, and roles outside the assigned job description. Work weekends, evenings, and holidays as scheduled. Changes: This job description will be updated if duties and responsibilities change significantly. Job functions are subject to modification based on business necessity. ADA/FEHA: MoChiMu will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and California’s Fair Employment and Housing Act. EEO: MoChiMu is an equal-opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all. Requirements Education and Experience Education – A high school diploma or equivalent is required. An associate or bachelor’s degree is preferred. Experience in retail, team management, or relevant disciplines is valued. Significant experience in a Children’s Museum or non-profit environment is strongly valued. Experience – A minimum of three years of progressively significant experience in a family-oriented attraction, retail, or museum setting is strongly preferred. Experience working with families, volunteers, and the public is essential. Knowledge, Skills, and Abilities Must be at least 18 years of age. Bilingualism is highly preferred. Proficiency in spoken and written English is required. Experienced inspirational team leader with strong interpersonal communications skills Ability to build and maintain relationships and have a passion for hands-on, experiential education Ability to handle conflicts and challenges professionally and constructively Ability to analyze processes and data and identify necessary improvements Requires a high level of accuracy and attention Strong organizational and problem-solving skills, with the ability to prioritize tasks and manage multiple projects simultaneously to develop creative solutions and make sound decisions Good understanding of industry regulations, standards, safety, and security protocols for public spaces Cultural sensitivity and demonstrated ability to work with diverse people groups Proficiency with Google Suite (Gmail/Sheets/Docs/Drive) and scheduling & group sales software (i.e. Altru) Work Style & Character Forward-thinking, creative, and community-focused leader. Embodies MoChiMu’s mission with energy, enthusiasm, and inclusivity. Exhibits honesty, integrity, and empathy, fostering a culture of trust and collaboration. Approaches challenges with curiosity and a growth mindset, continuously seeking new knowledge and creative solutions to increase the museum’s impact. Thrives in a dynamic, evolving organization by embracing change, modeling flexibility, and inspiring others to experiment, learn, and adapt alongside them. Environmental Conditions Indoors in an active, loud, busy museum environment approximately ninety-five percent (95%) of the time. Routine use of standard office equipment such as computers, phones, photocopiers, and filing cabinets. Frequently work at a fast pace with unscheduled interruptions. May occasionally move (walk or drive) from one work location to another. Physical Demands Ability to ascend, descend, and navigate tight corners within two-story rope climbing structure. Ability to use one or two hands to grasp, move, handle, control, feel, and assemble objects, tools, or controls. Ability to use fingers to grasp, move, or assemble small objects. Ability to walk, sit, stand, stoop, crouch, crawl and climb stairs. Ability to move and lift up to 20 pounds. Ability to see the differences between colors, shades, and brightness. Ability to see (far/near). Ability to talk and hear. #J-18808-Ljbffr