Guest Services Manager (Full-Time, Exempt)

Guest Services Manager (Full-Time, Exempt)

Job Summary:

This position requires a high-energy, proactive individual who thrives in a fast-paced, guest-focused environment. The role serves as a leader in the museum’s core ideology by delivering an exceptional guest experience and ensuring the highest level of customer service. The Guest Service Manager will assist the Director of Operations in recruiting, hiring, onboarding, cross-training, and supervising Guest Services staff.

The individual provides accurate, timely, and high-quality operational support across all Guest Services areas, including the Ticket Office, Jane & John Justin Foundation Omni Theater, and Exhibit Galleries. This person plays a key role in setting the tone for a welcoming environment and creating a positive environment for both guests and team members, including those who report directly to this position.

What You’ll Do

Basic Functions and Responsibilities, including but not limited to:

• Excels in supervision and leadership of all Fort Worth Museum of Science and History Guest Services team members. This includes hiring, training, scheduling, managing, developing, and evaluating team members across all areas.
• Must be able to perform all Guest Services roles, including Ticket Office, Jane & John Justin Foundation Omni Theater usher, exhibit floor staff, and retail shop responsibilities.
• Responsible for handling cash transactions, including preparing deposits, completing reports, balancing the safe, and performing other assigned Ticket Office duties. Will be responsible in assisting in the development and implementation of a training program.
• Collaborate closely with the Group and Event Sales, Membership, Building Services, Accounting, Human Resources, Guest Programs, and Education departments to ensure alignment with organizational goals and expectations.
• Serve as a role model by consistently demonstrating a high standard of guest service, including professionalism in punctuality, appearance, attitude, and overall performance. Have knowledge of and be able to share information pertaining to the Museum as well as other entities in the Cultural District.
• Enforce set Museum standards for guest relation policies by assuring guest safety and security, and by keeping operations efficient
• Demonstrate a thorough understanding of the Museum’s Standards by consistently applying them and reinforcing these expectations among team members. Lead Guest Services in the continual improvement of Operating Procedures.
• Knowledge and proficiency in Microsoft Office (Word, Excel, Outlook).
• Proficient in communicating ideas and new materials to a large part-time team.
• Perform other duties as requested by the Operations Director and other FWMSH leadership.

What You Bring

Qualifications:

• Minimum of 2–5 years of supervisory experience managing a mid to large-sized staff required
• At least 5 years of customer service experience required
• Some college coursework preferred
• Experience with Point of Sale (POS) systems required; Tessitura experience preferred

At the Fort Worth Museum of Science and History, we believe our team members are essential to bringing our mission to life. Are you a high-energy, proactive leader who thrives in a fast-paced, guest-focused environment? Do you have a passion for delivering exceptional guest experiences and setting the standard for outstanding customer service?

We are seeking a dynamic, self-motivated leader to guide our Guest Services team—someone who leads by example, inspires others, and is committed to creating memorable experiences for every guest who walks through our doors.

Our Mission, dedicated to lifelong learning and anchored by our rich collections, the Fort Worth Museum of Science and History engages our diverse community through creative, vibrant programs and exhibits interpreting science and the stories of Texas and the Southwest.

Why Join Us?

• You will make a meaningful impact on our guests and how they learn, explore, and feel welcomed in our museum.
• You will lead a collaborative, supportive team.
• Competitive pay and an available benefit package.