Guest Services Manager

Guest Services Manager

Meow Wolf opens portals of possibility. Come as you are!

We are individuals who inspire creativity in people's lives through art and exploration, so that our combined imaginations can transform the world we live in. We create immersive and interactive experiences that transport audiences into fantastic realms of story and exploration. Our Vision is to be the world's leading creative company, reimagining the paradigm of art and storytelling, to make a positive difference in the world.

We share a strong commitment to belonging through our values of:

• Collaborative Creativity: We believe the act of creating together amplifies possibilities.
• Provocative Playfulness: We celebrate the unexpected because it is the doorway to discovery.
• Outsiders Welcome: We are all outsiders at heart, and we create space for everyone to feel like they belong.
• Authentic Compassion: We are "kind punks" - supportive to each other and standing up for what we believe in.
• Audacious Courage: We have the courage to radically reinvent ourselves to push the boundaries of art.

If this all sounds like YOU, read on….

Job Summary:

The Guest Services Manager is responsible for ensuring the daily operating goals and standards of the Guest Services team are communicated and implemented. The Guest Services Manager embodies the Meow Wolf service model encouraging weirdness, promoting radical inclusion, and demonstrating that the power of creativity can change the world. They set the service standards for the entire Guest Services team and lead them in providing beyond-exceptional experiences to guests through engaged interactions and informative services. The Guest Services Manager has oversight over the following responsibilities: ticketing, POS, special programming, exhibition activations, and other guest-facing duties as assigned.

Key Responsibilities:

• Manages labor, productivity, payroll, scheduling, quality control, and safety measures for the Operations Team
• Cultivates a culture of feedback by delivering timely and meaningful feedback through coaching and corrective actions; prepares and delivers performance evaluations
• Ensures all work centers are appropriately staffed by partnering with HR on hiring efforts and making selection decisions
• Establishes and trains staff on best practices and standards. Training areas include guest services, quality control, and safety (regulatory and internal). Ensure staff receives training and support to provide opportunities for growth/development.
• Ensures team schedules are written and published in accordance with established protocols and support of Meow Wolf's commitment to work/life balance
• Provides coverage for floor management when Assistant Manager or Leads are not scheduled.
• Plans and participates in special events and/or programming that have an impact across multiple departments
• Maintains inventory management records of supplies, tools, and Guest giveaways that support the operation
• Supports and has oversight of all schedules being published for the Guest Services Department
• Fosters environment where departments partner with one another - including cross-department communication, identifying efficiencies, and cross training
• Fulfill all Manager-on-Duty duties, skills, and knowledge, including the ability to perform any role within the Guest Services area including opening and closing
• Responds to injuries and emergencies appropriately
• Maintains high standards of organization and cleanliness at all times to maintain a pleasant guest environment for guests
• Cross-trains into other areas as required
• Follow and enforce safety rules.
• Effectively delegate responsibilities and maximize resources.
• Other duties as assigned

Required Qualifications:

• Minimum 5 years supervisory experience as a Guest Services Manager, Box Office Manager, Front of House Manager or similar position (prior work experience in an exhibit, attraction, museum or recreation facility strongly preferred)
• Prior Box Office or Ticket Office, Ticketing Software and Point of Sale systems experience
• Excellent customer service and communication skills.
• Excellent communication skills.
• Ability to lead and manage staff.
• Good judgment in difficult and complicated management situations.
• Ability to maintain an appropriate, dispassionate demeanor in emergencies, difficult customer interactions, and interactions with personnel.
• Adaptable to changes in a fast-paced work environment.
• Ability to work a flexible schedule including weekdays, weekends, evenings, and holidays.
• Must be 21 years of age or older

• Prior F&B experience preferred
• Adult + Child + Infant CPR, AED, and First Aid certification preferred
• Prior experience with visual merchandising preferred
• Bilingual, especially but not limited to English and Spanish preferred

Work Environment and Physical Demands:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed must be representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and scanners. This position also works in an indoor setting with exposure to noisy environments, dim lighting, strong visual effects including strobing lights, special effects, fog machines and small and/or enclosed spaces.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Physical ability to walk, stand, take stairs/slides/elevators, and navigate the elements during the day and night. Employee may be required to remain in a sitting or standing position for prolonged periods, and repeat motions that may include the wrists, hands, and/or fingers. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Must be able to lift up to 20 pounds at times.

The employee will comply with company and OSHA standard workplace safety protocols. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Schedule:

This is a full-time position that requires the ability to work a flexible schedule including evenings, weekends and holidays.

Supervisor Responsibilities:

This position does require supervisory responsibility.

Travel:

This position does not require travel

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Meow Wolf will consider qualified applicants with criminal histories in a manner consistent with the City of Los Angeles Fair Chance Ordinance.

INCLUSION: Meow Wolf is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to ensuring all employees enjoy and thrive in a work environment where differences make us the vibrant, wonderful community we are! All employment decisions at Meow Wolf are based on business need, job requirements, and individual qualifications, without regard to race, color, ancestry, national origin, gender, pregnancy, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, service in the military or any other characteristic protected by federal, state or local law.

BENEFITS:

• Medical Insurance options: PPO & HDHP*
• Dental and Vision Insurance*
• HSA, HRA, and FSA options*
• 401k Retirement Plan
• Company paid Life Insurance Policy and Disability Coverage(s)*
• Voluntary Critical Illness and Life Insurance Policies*
• Company Paid Employee Assistance Program
• Paid Parental Leave for 12 weeks
• Discount off Meow Wolf Gift Shop Merch and Cafes
• Admission to Meow Wolf attractions for employees and guests

*Regular or Project Based Full-time positions