Guest Services Team Lead (FT)

Position Title: Guest Service Team Lead

Reports to: Guest Services Manager

Classification

Type: Hourly, full time

Schedule: 40 hours per week; ability to adjust to a flexible work schedule (afternoons/evenings/weekends as needed)

Starting hourly wage: $17 per hour

Location: Scott Family Amazeum

Scott Family Amazeum Overview:

The Scott Family Amazeum is a hands-on, interactive museum in Northwest Arkansas and recognized as a 501 (c)(3) non-profit organization. We create a fun environment where risk taking, imagining, problem solving, discovery, collaboration, and exploration bring children and adults together to learn and grow.

Core Purpose: The Amazeum exists to spark and nurture the curious and creative spirit in all of us.

Through experiences with the Amazeum, individuals and the community are engaged in building relationships and developing identities as creative, curious, and innovative shapers for the region. Learning at the Amazeum is an active, playful exploration that inspires curiosity. It is rooted in inquiry-based discovery and involves an element of risk. Hands-on learning opportunities allow guests to exercise critical thinking in the context of play.

The Amazeum facility includes approximately 50,000 square feet of indoor space and one acre of outdoor exhibition and activity space. The museum is located at the intersection of Museum Way and J Street in Bentonville, AR.

Position Summary
The Guest Services Team Lead is a people-first, energetic, and hands-on leader who thrives in a fast-paced, guest-centered environment. This full-time role leads the Guest Services Associates and Retail Store Associates in all daily operations of the museum lobby, admissions, and Curiosity Corner store.

This is an active, on-the-floor leadership position, the Team Lead spends the majority of their time engaging with guests, coaching staff in real time, and ensuring smooth, efficient operations. It requires a confident communicator, problem-solver, and motivator who models excellent service and creates a culture of positivity and accountability. The Team Lead also coordinates birthday party experiences, ensuring they run smoothly and align with the Amazeum’s values of play, creativity, and curiosity. The ideal candidate is a people-first problem solver—someone who can lead with empathy, think on their feet, and bring out the best in others.

Availability on at least one weekend day is required. Availability on both Saturday and Sunday is preferred.

Essential Functions

• Active Leadership & Operations

  • Serve as an on-the-floor leader, visible and accessible to both guests and staff at all times during assigned shifts.

  • Direct daily operations for Guest Services and the Curiosity Corner store, ensuring an efficient, guest-focused flow.

  • Actively coach and support team members in delivering exceptional service and resolving guest concerns.

  • Build and manage daily shift schedules, assigning registers, tills, and break times.

  • Reconcile cash drawers, verify tills, and prepare bank deposits accurately.

  • Exercise independent judgment to make confident, informed decisions during day-to-day operations.

  • Ensure staff adhere to Amazeum policies, procedures, and “Amazeum Look” standards.

  • Maintain a clean, orderly, and engaging lobby environment.

  • Partner with the Guest Experience Team Lead and Retail Store Manager to ensure alignment across operations.

• Guest Service & Experience

  • Serve as a role model for outstanding guest service—approachable, positive, and proactive.

  • Respond to guest needs, first aid situations, or safety concerns following Amazeum best practices.

  • Support a welcoming environment where all guests feel included, safe, and valued.

  • Gather and communicate guest feedback to leadership to inform improvements and training needs.

  • Collaborate with the Guest Experience team to bring playful, science-based engagement into the lobby environment.

• Birthday Party Coordination

  • Oversee and coordinate birthday party operations.

  • Ensure every party experience reflects Amazeum’s values—fun, curiosity, and care.

  • Train and support team members assigned to party roles, emphasizing communication and guest service excellence.

  • Act as the primary point of contact for staff and families during birthday party shifts.

  • Continuously evaluate and improve party processes to ensure high-quality, seamless experiences.

• Training & Team Development

  • Train, mentor, and coach new and current Guest Services Associates in guest service, communication, and POS systems.

  • Provide in-the-moment coaching and regular feedback to help staff grow in skill and confidence.

  • Support the Guest Services Manager in developing onboarding tools and ongoing training.

  • Encourage teamwork, accountability, and an inclusive, guest-centered culture across all shifts.

  • Model calm, respectful communication and problem-solving during busy or stressful moments to set the tone for the team.

• Administrative & Cross-Team Support

  • Monitor and manage the Amazeum’s info@amazeum.org email inbox, ensuring timely, accurate, and friendly responses to guest inquiries.

  • Route messages to appropriate departments when necessary and follow up to ensure guest concerns are addressed.

  • Maintain detailed knowledge of museum programs, memberships, and policies to effectively answer questions by email or in person.

  • Support scheduling and coverage planning to ensure proper staffing for daily operations and peak periods.

  • Maintain inventory of lobby, and party supplies.

  • Contribute to staff meetings and leadership check-ins with operational insights and updates.

  • Represent the Amazeum in a professional, upbeat, and mission-aligned manner at all times.

  • Serve as a Guest Services Associate or Retail Store Associate as needed to support operations.

General Duties:

The responsibilities listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The Amazeum reserves the right to revise or change position duties and responsibilities as necessary to accommodate changing organizational needs.

Minimum Requirements

• Minimum age of 18 at the time of hire

• High school diploma or GED

• 6 mos. customer service experience

• 6 mos. cashier or point-of-sale experience

• Availability on at least one weekend day (availability on both Saturday and Sunday preferred).

• Ability to work evenings, holidays, and extended hours during peak museum periods.

• Strong leadership skills with a focus on coaching, motivation, and team development.

• Excellent interpersonal and communication skills—clear, positive, and confident with diverse audiences.

• Comfortable taking initiative and leading on the floor in a dynamic, public-facing environment.

• Demonstrated ability to handle busy or stressful situations with patience, flexibly, and a positive attitude.

• Reliable, proactive, and flexible, with a strong sense of ownership and accountability.

• Strong problem-solving and decision-making skills with sound judgment.

• Organized and detail-oriented, able to balance multiple priorities at once.

• Proficient in Google Workspace and Microsoft Office applications.

• Basic math and cash-handling accuracy.

All applicants must be able to:

• Provide the necessary documentation to prove that you are a U.S. citizen, permanent resident, or a foreign national with authorization to work in the United States
• Complete and pass a background check

Physical Requirements

• Able to stand, move throughout the museum, and actively engage with guests (youth and adults) for extended periods with minimal time seated or at a desk.
• Able to safely lift and move materials or supplies weighing up to 20 lbs. overhead regularly and occasionally up to 40 lbs.
• Reliable transportation required for regular on-site work and occasional off-site assignments.
• Comfortable working in an environment with moderate to excessive noise.

Preferred Skills:

• Ability to work weekends
• 1 years of supervisory or team lead experience
• Experience coordinating or leading events, parties, or hospitality operations
• Experience with POS systems and databases
• Bilingual (English/Spanish)