Guest Experience Manager

Job Description

About Dolly’s Life of Many Colors Museum

Dolly’s Life of Many Colors Museum is a vibrant and immersive museum experience celebrating the life and legacy of country music icon Dolly Parton. Located on the third floor of her new SongTeller Hotel in downtown Nashville, Tennessee, the museum spans over 20,000 square feet and is positioned as her largest exhibition to date.

From her humble beginnings in the Smoky Mountains to global superstardom, the museum invites guests to walk through Dolly’s story – the music, movies, style, philanthropy, and the heart behind it all. Using state-of-the-art multimedia, gallery exhibits, and personal artifacts, the museum highlights her songwriting, iconic performances, fashion, and values of family, faith, and imagination that have defined her journey.

The museum is designed not just for Dolly fans, but for anyone who dreams big. With accessible spaces, engaging environments, and a signature colorful aesthetic, it offers an experience that inspires curiosity, creativity, and connection.

Position Summary

The Manager of the Guest Experience leads the daily public-facing operations of Dolly’s Life of Many Colors Museum, including the museum’s visitor experience, admissions, and two on-site retail stores. This role ensures that every guest encounter reflects the museum’s standards of excellence, service, and storytelling while driving operational efficiency and retail performance.

This position oversees all front-of-house and back-of-house functions – admissions, guest services, retail operations, inventory integrity and management, and daily readiness – to deliver a seamless, high-quality experience. In addition to overseeing museum and store operations, the leader is responsible for cultivating a culture of hospitality, maximizing per-guest spending, and supporting museum-wide events and initiatives.

Key Responsibilities

The Guest Experience

o Oversee daily guest operations including admissions, retail, and visitor services.

o Ensure that the museum, exhibits, and retail spaces are guest-ready each day.

o Lead by example to uphold high standards of hospitality, cleanliness, and efficiency.

o Anticipate guest needs, resolve service issues promptly, and maintain a visible presence on the floor.

o Collaborate with key stakeholders to ensure operational readiness and safety.

Retail Management

o Direct the operation of two retail stores including staffing, merchandising, training, and financial performance.

o Drive retail revenue growth through product mix optimization, visual merchandising, and guest engagement.

o Monitor daily sales and inventory levels, ensuring accurate reporting and cost control.

o Train retail staff on sales techniques, product knowledge, and guest service standards.

Museum Operations

o Oversee day-to-day museum functions including exhibit readiness, maintenance coordination, and staff deployment.

o Work with key stakeholders to ensure all public areas meet safety, accessibility, and presentation standards.

Admissions

o Manage admissions operations, ensuring accurate ticketing, cash handling, and reporting procedures.

o Train staff to provide efficient, welcoming service that supports membership and upsell opportunities.

Team Leadership and Development

o Recruit, train, and lead front-line museum and retail staff.

o Develop a team culture centered on exceptional service, accountability, and teamwork.

o Provide coaching, performance feedback, and ongoing professional development.

o Manage staff scheduling, payroll approvals, and compliance with policies.

Operational Oversight and Reporting

o Ensure daily operational procedures are followed across all positions.

o Monitor attendance, sales, and guest feedback to identify trends and opportunities.

o Prepare reports on operational performance, staffing, and guest satisfaction.

o Support the Annual Operating Plan (AOP) process and contribute to financial forecasting.

Cross-Departmental Collaboration

o Partner with Marketing to align promotions and storytelling across retail and museum exhibits.

o Work with partners to support programming and special initiatives.

o Coordinate with Finance to ensure accurate reporting and reconciliation of revenue streams.

Qualifications

Required

o Bachelor’s degree in Hospitality Management, Business Administration, Museum Studies, or a related field.

o Minimum of 3-5 years of experience in guest services, operations, museums, or retail management, with at least 2 years in a leadership role.

o Demonstrated success managing daily operations and guest-facing teams.

o Strong interpersonal and problem-solving skills with a service-oriented mindset.

o Excellent communication and organizational skills.

o Ability to work flexible hours including weekends, evenings, and holidays.

Preferred

o Experience in museums, cultural attractions, or entertainment venues.

o Knowledge of point-of-sale, inventory control, ticketing or event management systems and how they integrate with financial data.

o Familiarity with POS systems, scheduling software, and guest feedback tools.

o Training in upselling and guest service standards.

Key Competencies

· Guest-centered leadership.

· Operational excellence.

· Team coaching and motivation.

· Experience with upselling and suggestive selling techniques.

· Strategic and financial awareness.

· Professionalism and poise under pressure.

· Collaboration across all departments.

Compensation and Benefits

· Competitive salary commensurate with experience.

· Museum membership and staff discounts.

· Opportunities for professional growth and leadership development.