Assistant Guest Engagement Manager

The Assistant Manager of Guest Engagement (AMGE) is the day-to-day point of contact for the Guest Engagement Team. This position is responsible for overseeing the daily operation of the museum’s front desk, birthday party, and exhibit gallery staff to ensure a positive, educational, and safe guest experience. This position is also responsible for exceptional hospitality including facilitating world-class customer service, creating memorable experiences, and ensuring an unforgettable visit for every Discovery Lab guest within the museum’s gallery.

Primary Leadership Responsibilities

As a member of the Operations Leadership Team, this position is responsible for ensuring a high-quality guest experience that advances the organization’s mission. To achieve the leadership goals for this position, the AGEM:

• Provides oversight for GE staff and ensures staff feel supported and prepared to provide exceptional guest experiences. 
• Trains, coaches, and mentors staff ensuring Discovery Lab is presenting a world-class experience where all guests have a joyful, playful visit.
• Develops, trains staff on, and delivers fun and educational exhibit interpretation and exciting pop-up presentations on a regular schedule.
• With the GE Manager, sets and accomplishes goals for the team, and is responsible for immediate deliverables. 
• Promotes teamwork and collaboration with colleagues and works cross-functionally with other staff. 
  
  

Primary Operational Responsibilities

The AGEM plays a critical role in the day-to-day operations of the museum. To ensure operations are successful, the AGEM:

• The GE Assistant Manager will serve as the manager on-duty to serve as the main point of contact and provide direct support and supervision for all GE staff and High Facilitation staff for at least 20 hours each week.
• Oversees the opening and closing of cash register tills, as well as adherence to cash handling and deposit policies.
• Understands the value of clean, functional, and welcoming spaces and supports front desk staff, gallery staff, and volunteers in maintaining the appearance of the lobby and exhibits throughout the day as needed.
• Coordinates with the other teams during field trip experiences at Discovery Lab—directing and/or facilitating greetings and coordination of groups upon arrival.
• Communicates professionally regarding Discovery Lab’s activities, events, and attractions to visitors in the museum and ensures all staff do the same.
• Maintains a safe and secure environment for guests and staff.
• Works with the GE Manager to maintain inventory and purchase GE equipment and supplies.
  
  

All positions at Discovery Lab are required to assist with front-line operations as needed and may be assigned other duties as applicable by their direct supervisor. This position description is representative of the major position requirements and is not intended to be all-inclusive.

What You’ll Need

• Knowledge of museum pedagogy and informal education
• Effective people management and problem-solving skills
• Professional communication skills
• Strong verbal communication skills to establish a presence on the museum floor
• Excellent attention to detail
• Ability to exercise initiative and good judgment in anticipating problems before they arise
• Implement organizational, analytical, and problem-solving skills
• Ability to recognize and respond to safety and security issues
• High energy to facilitate museum experiences and actively move around the museum floor
• 1 years’ experience in group management and group facilitation
• High School Diploma or GED or equivalent education and experience
• First-aid/CPR certification required or obtained within the first six months of hire.
  
  

Whom You’ll Support

• Guest Engagement Team
• All Discovery Lab staff are encouraged to enhance team spirit and support throughout the organization.
  
  

How You’ll Work

This position is regular, full-time, and nonexempt. The typical work schedule for this job varies depending on staffing needs. Weekends are required. Moderate to loud noise environment.

Classification: Nonexempt

Salary Range: $19.77 - $26.69

Reports to: Guest Engagement Manager

Physical Demands: 30% sitting, 60% standing, 10% lifting/carrying/pushing/pulling 10-30 lbs.