Guest Engagement Manager - Groups & Birthdays

Job Description

Job Description

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Guest Engagement Manager – Groups & Birthdays

 

Marbles Kids Museum is a vibrant, nonprofit children’s museum and IMAX Theatre located in the heart of downtown Raleigh. Marbles has been sparking imagination, discovery, and learning through play since opening its doors in 2007. Marbles serves a diverse population of families, school groups, and community organizations through award-winning play-based exhibits, summer camps, IMAX documentaries, feature movies, and special events year-round. Today Marbles ranks among the top family destinations in North Carolina providing learning experiences for children with creative programs, and larger-than-life movies.  

Group Visits & Birthday Parties

Playful, high-energy, and full of unforgettable moments, group visits and birthday parties at Marbles are among the most exciting ways to experience the museum. Welcoming thousands of groups each year, field trips are both educational and fun, with experiences aligned to the North Carolina Standard Course of Study and brought to life through hands-on exhibits, facilitated programs, and IMAX documentaries. Birthday celebrations are designed to feel effortless and special—complete with joyful birthday parades that make every child feel like the star of the day.

 
The Opportunity 

At Marbles, every visit is a chance to spark joy and curiosity—if you thrive in fast-paced environments and love bringing experiences to life for children and families, this role is for you. The Guest Engagement Manager – Groups & Birthdays oversees guest-facing museum functions, with a focus on group visits and birthday party management.

Essential Job Responsibilities

• Serve as museum lead, ensuring successful daily museum operations while providing an outstanding guest experience and encouraging repeat visitation. 
• Oversee the daily workflow of the museum operation; direct and oversee Guest Engagement Team to maintain an efficient and smooth operation.
• Lead museum opening, closing, and resetting duties throughout the day to ensure that exhibits are in safe, clean, welcoming, and playable condition at all times. 
• Act as a museum ambassador for guests to confide in and receive information that will enhance their visit; Describe museum layout and operational procedure details to customers.
• Provide exhibit activation, playfully interacting with guests in museum exhibits to enhance the play and learning experience.
• Provide exceptional, responsive customer service at the welcome desk including, receiving and processing customer payments and handling customer complaints and issues.
• Stock supplies and manage packages delivered; may receive products as directed.
• Effectively communicate scheduling, equipment, inventory, and other operational issues with the Director of Guest Engagement.
• Complete end-of-day report and other follow-up items including, maintenance work orders, Team Member performance, group, birthday, and program matters, and more.
• In the event of an emergency, confidently execute Marbles Emergency Action Plan.
• Oversee the delivery of birthday parties including but not limited to, training team members, communicating with birthday party guests, creating signage, inspecting birthday space conditions, and maintaining organization and the inventory of birthday storage spaces and materials. Replace birthday materials if needed.
• Review and respond to feedback from birthday party surveys. 
• Oversee the delivery of group visits including but not limited to, training team members, inspecting groups spaces condition at the beginning and end of each day, and maintaining organization and inventory of group storage spaces and materials.  Replace group materials if needed.
• Ensure back-of-house Guest Engagement spaces and supplies are in exceptional condition and organized.  Replace supplies as needed.
• Perform all other duties assigned by the manager.

Supervisory Responsibilities 

• Recruit, interview, hire, and train new guest engagement team members.
• Oversee the daily workflow while working as a lead for the guest engagement team.
• Oversee performance, conduct performance evaluations for the guest engagement team.
• Handles discipline and termination of team members in accordance with company policy.
• Provide ongoing coaching and conduct monthly check-ins with PT Guest Engagement Hosts to ensure outstanding performance, growth, and feeling valued and supported.
• Handles discipline and termination of employees in accordance with company policy.

Ideal Experience and Skills

• 1-2 years of experience in a customer service setting.
• Experience with children in direct care settings preferred.
• 2 years of management experience preferred.
• Strong guest engagement skills, particularly with families and young children.

• Ability to be a role model for high-quality guest service, demonstrate flexibility and manage staff in a fast-paced environment where demands often change. 
• Excellent verbal and written communication skills.
• Proven ability and desire to maintain a helpful, friendly, playful, customer-first demeanor in a busy work environment. 

Physical Demands 

• Walking, standing, stooping, bending, and reaching.  

• Ability to stand for long periods of time.  
• Occasionally using a ladder, and going up and down stairs  
• Must frequently lift and/or move up to 30 pounds.   

Work Environment 

• Occasional exposure to noisy and crowded atmosphere.
• May be needed to walk between two buildings with some outdoor exposure.
• Flexible schedule required, including weekends, evenings, and holidays.  

Schedule

• Must be available to work a schedule primarily consisting of Tuesday–Saturday or Wednesday–Sunday.
• Flexible schedule required, including weekends, evenings, holidays, and additional availability during peak seasons.

Benefits

• Medical, dental, vision insurance  

• Health Savings and flexible spending accounts  

• Life and AD&D insurance  

• Short and Long-Term Disability  

• Parking benefits and GoTriangle Bus Pass 

• Paid time off for 17 vacation days and 9 holidays  

• Eligible to participate in the Company’s 401k program with employer matching after a waiting period  

• Employee Assistance Program  

• Great Marbles Perks & Discounts  

• Fitness Benefits 

If you require reasonable accommodations to complete the hiring process, please contact the People Team at View email address on ziprecruiter.com or View phone number on ziprecruiter.com.

Please be aware that employment with Marbles Kids Museum is contingent on a satisfactory background check and references.

Marbles Kids Museum is an Equal Opportunity Employer and prohibits discrimination and harassment of any type. We do not discriminate against any employee or applicant for employment opportunities because of race, color, religion, sex, national origin, age, sexual orientation, gender identity, status as a veteran, disability, genetic information or any other federal, state or local protected class.

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