Guest Experience Manager

Position Summary

The Guest Experience Manager is the primary leader responsible for all guest services and visitor experiences at the Children’s Museum of Eau Claire. This position oversees and supervises Playologists, Guest Service Staff, and other guest-facing team members, ensuring every visitor enjoys a seamless, engaging, and memorable experience throughout the museum. Serving as the Manager on Duty during majority of weekends, the Guest Experience Manager leads daily operations, resolves issues promptly, and steps in wherever needed to support staff or enhance visitor experiences. The ideal candidate is an exceptional communicator, a strong leader, and a guest-service champion who thrives in a fast-paced, family-focused environment.

Key Responsibilities

Leadership and Supervision

• Hire, mentor, support, and schedule Playologists, front desk staff, and other guest-facing team members to ensure a positive, engaged, and guest-focused team
• Provide guidance, support, and coaching to ensure staff deliver consistent, high-quality guest experiences.
• Model professionalism, positive energy, and museum policies for all staff.
• Support staff training on POS systems, customer service, safety, daily procedures, and proactive care of exhibits and guest spaces to ensure a clean, safe, and engaging environment for all visitors.

Staff Scheduling and Training

• Schedule staff to ensure proper coverage for all guest services and exhibit experiences.
• Train and onboard new team members to deliver consistent, high-quality service.
• Provide ongoing coaching and professional development for existing staff to maintain excellence in guest experience and operational standards.
• Assist with managing department budgets, monitoring revenue from admissions, memberships, rentals, and managing expenses to ensure operational efficiency.
• Collaborate with the STEM Educator and Outreach Manager to support in-museum programming.

Guest Experience Management

• Ensure every family has a meaningful, engaging, and enjoyable visit across all exhibits, activities, and party rentals.
• Serve as the primary point of contact for guest service issues during your shift.
• Respond promptly and professionally to guest inquiries, concerns, or complaints, providing solutions and ensuring satisfaction or understanding.
• Maintain museum areas as welcoming, clean, organized, and safe environments for all visitors.

Admissions, Cash Handling, and Transactions

• Operate the POS system to sell admission tickets, memberships, birthday parties, and products from the MakeShop.
• Maintain and update constituent records to ensure accurate data is maintained
• Ensure accurate cash handling, credit card processing, and POS reconciliation.
• Reinforce proper cash-handling practices and support cash control procedures.

Marketing & Storytelling

• Gather stories, photos, and highlights of visitor interactions and learning moments to share across social media, newsletters, and donor communications.
• Collaborate on marketing initiatives to ensure programs, events, and exhibits are accurately represented and showcase the guest experience.
• Support campaigns and storytelling efforts that demonstrate the museum’s impact on families and the community, helping to drive engagement, attendance, and philanthropic support.

Problem Solving and Crisis Management

• Address operational or guest service issues promptly and efficiently.
• Take appropriate action in emergencies to ensure the safety of all guests and staff.
• Ensure all guest services and exhibit operations comply with health, safety, and fire regulations.
• Coordinate emergency procedures as necessary.

Other Duties as Assigned

Qualifications

• Previous supervisory or managerial experience in customer service, educational, or family-focused attractions preferred.
• Strong leadership skills with the ability to motivate and guide a diverse team.
• Excellent communication skills, both verbal and written, for interacting professionally with guests, staff, and stakeholders.
• Experience handling cash, credit card, and POS transactions with accuracy and integrity.
• Ability to work effectively under pressure in a fast-paced environment.
• Availability to generally work Thursday–Monday.
• Knowledge of safety procedures and emergency protocols.
• Friendly, approachable demeanor with a passion for creating exceptional guest experiences.
• May require lifting up to 30 lbs and moving quickly between exhibits, guest services areas, and program spaces

Schedule

• This is a full-time, salaried position requiring frequent standing and movement throughout the museum.
• Work schedule is primarily Thursday–Monday, 9am-5pm.

Benefits

• Triple Play Membership which includes access to the Children’s Museum, Beaver Creek Reserve, and the Chippewa Valley Museum along with reciprocal admission to over 500 museums and science centers across the United States
• 5 days off plus 9 federal holidays off

RELATIONSHIPS:

Internal: Must maintain regular contact with Admin team, CMEC program staff, to receive/provide information, discuss progress or issues, explain or interpret guidelines, instruct and advise or counsel.

External: Maintain professional contact with community members, caregivers, and others to assist in resolving situations and reporting any conflict to the CEO.

DISCLAIMER:
The above statements are intended to describe the general nature and level or work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Children’s Museum of Eau Claire is an equal opportunity employer and fully subscribes to the principles or equal employment opportunity. It is the policy of this organization to provide employment compensation and other benefits related to employment based upon qualifications, without regard to race, color, religion, national origin, age, gender, veteran status, disability, or any other basis prohibited by federal or state law. As an equal opportunity employer, this organization intends to comply fully with all federal and state laws and the information requested or described will not be used for any purpose prohibited by law.

Job Type: Full-time

Pay: $47,000.00 - $51,000.00 per year

Benefits:

• Paid time off

License/Certification:

• WI DPI License? (Preferred)

Ability to Commute:

• Eau Claire, WI 54703 (Required)

Ability to Relocate:

• Eau Claire, WI 54703: Relocate before starting work (Required)

Work Location: In person

Salary : $47,000 - $51,000