Guest Experience Lead

Job Description

Job Description

Description:

A Guest Experience Lead at Muse Knoxville supervises the Guest Experience team to ensure that every guest has a positive and memorable experience during their visit. They are an enthusiastic and hardworking leader that assists and supports all Guest Experience staff and provides exceptional customer service. They supervise our weekend operations and report to the Assistant Director of Guest Experience.

SCHEDULE: Saturdays and Sundays between 8:30am-7:00pm required; weekday opportunities based on museum staffing needs; 20-25 hours per week

PAY RATE: $17.00 per hour

STATUS: Part-time; Non-exempt

THIS POSITION REPORTS TO: Assistant Director of Guest Experience

BENEFITS: Employee discount, birthday party rental discount, ticket exchange program, 401k match, complimentary Muse membership

THIS ROLE WILL BE THE RIGHT FIT FOR YOU IF YOU…

• Model positivity and professionalism
• Are a natural problem solver and view challenges as opportunities
• Enjoy encouraging and celebrating others
• Are comfortable holding others accountable
• Love the high energy of children
• Have a passion for engaging with children and STEAM education
• Love guest relations and interacting enthusiastically with others
• Excel in delivering excellent customer service
• Have a high level of initiative
• Thrive in a fast-paced environment

AS A GUEST EXPERIENCE LEAD YOU WILL …

• Create and model a positive and productive work environment
• Support and ensure Guest Experience staff are completing tasks
• Ensure opening and closing procedures are completed
• Take ownership of guest concerns and unexpected situations, using good judgment to resolve issues quickly and professionally
• Communicate all staff, organizational, and museum issues to the Assistant Director of Guest Experience
• Assist in onboarding and train new employees 
• Follow emergency procedures and respond appropriately
• Troubleshoot technical issues as needed
• Maintain knowledge of Muse programming and events in order to enhance guest experience and answer questions effectively
• Engage with guests in a positive, enthusiastic, and professional manner
• Provide coverage for Guest Experience positions as needed to maintain smooth daily operations
• Host birthday parties with the highest level of customer service excellence
• Run planetarium shows and facilitate scripted, interactive shows in front of guests
• Supervise and delegate specific tasks to volunteers
• Maintain museum safety and cleanliness by resetting spaces and sanitizing toys and touch points throughout the day
• Support front desk operations

Requirements:

THIS POSITION HAS THE FOLLOWING REQUIREMENTS:

• Pass a criminal background check
• Must be at least 18 years old
• Strong interest in engaging young children and their caregivers
• Excellent verbal communication and interpersonal skills
• Positive and friendly attitude
• High level of professionalism
• Able to handle issues independently and maintain customer service excellence
• Have a working knowledge of cash register sales, opening and closing cash drawers, and resolving discrepancies
• Able to create and maintain a tidy workspace 
• Understanding of basic technology and mathematics skills
• Ability to lift, pull, and push up to 40 pounds as needed
• Previous leadership, management, or keyholder experience preferred
• Previous customer service experience preferred

While this job description includes the vast majority of responsibilities, it is by no means an exhaustive and complete listing of tasks you will be asked to do. Each Muse Team Member is expected to be a team player and to jump in where needed to help ensure an excellent experience for the people we serve!

Muse for All: You belong, be yourself. We thrive that way.

We actively seek to recruit, hire, promote, and retain a diverse workforce – one that welcomes and engages people from every background. We value our staff members, volunteers, and board members and their individual backgrounds, which further our ability to serve and learn from the diverse families that enrich our community. We invite you to join us on our journey.