Guest Services Manager

Position Summary

The Guest Services Manager (GSM) at the SI Children’s Museum (SICM) is responsible for ensuring a positive visitor experience for members and the general public. The GSM oversees Guest Services operations and staff, including the Guest Services Assistant Manager (GSAM), and coordinates the quarterly entertainment calendar and birthday party program. This position combines hands-on visitor service with staff supervision, planning, and administrative follow-through.

Key Responsibilities

Enhancing Admissions Operations and Guest Experiences

• Oversee ticket and membership sales, new visitor orientation, floor preparation, family engagement, and general customer service. Serve in admissions and floor positions as needed.
• Address visitor questions and concerns, resolve service issues, and provide a welcoming experience for visitors with diverse needs.

Supervising Staff and Coordinating Coverage

• Schedule and supervise the GSAM, the Guest Services Representatives, and birthday party staff; establish assignments and expectations, provide coaching, and monitor performance. Participate in hiring and lead training for these staff.
• Prepare Guest Services and birthday party staff schedules within approved staffing levels. Coordinate with Education and Program Managers to ensure appropriate coverage in public spaces and for scheduled activities.
• Provide the GSAM with written plans, current booking information, and clear guidance for shifts when the GSM is absent. Review shift reports and follow up on unresolved issues.

Planning the Quarterly Entertainment Calendar

• Plan the entertainment calendar quarterly, coordinating dates and program needs with appropriate managers and booking entertainment vendors within approved budgets and Museum procedures, sending and finalizing contracts.
• Confirm vendor arrival times, contacts, space needs, and setup requirements, including tables, chairs, tarps, and audiovisual equipment. Coordinate arrangements with appropriate departments.
• Provide Marketing with accurate descriptions, dates, times, images, and other promotional information by agreed deadlines.
• Prepare a written plan for each entertainment day identifying staff assignments, vendor arrival and setup arrangements, equipment needs, and cleanup responsibilities. Oversee implementation and delegate day-of coordination to the GSAM as needed.

Coordinating Birthday Parties

• Respond promptly to inquiries, explain party packages, schedule parties, and confirm details with hosts. Prepare and send contracts and maintain the shared party and facilities calendars.
• Coordinate deposits, final payments, and outstanding balances with Finance; maintain accurate booking and payment records and follow established cash-handling procedures.
• Schedule, train, and supervise birthday party staff. Prepare written party plans and coordinate setup, activities, host communication, cleanup, and any food or beverage arrangements included in the package.
• Monitor inventory and order party supplies within approved budgets. Review party outcomes, address concerns, and maintain party statistics and status reports.

Maintaining Museum Operations and Supporting Programs

• Open and close the Museum and serve as Manager on Duty during assigned shifts. Monitor exhibits, bathrooms, and public spaces for cleanliness, readiness, and safety.
• Handle minor maintenance tasks within training and authority; report needed exhibit and building repairs to appropriate departments. Maintain accurate, properly displayed signage.
• Enforce Museum guidelines and implement emergency procedures. Communicate incidents and unresolved concerns to the Deputy Director and appropriate staff.
• Assist in planning and managing logistics for workshops, group visits, Museum rentals, and site-wide events; participate in planning meetings.

Supporting Administrative and Gift Shop Functions

• Oversee Doubleknot or other point-of-sale systems, ticketing updates, staff training, transactions, and register closeouts. Coordinate with Finance on cash handling, accurate counts, and financial records.
• Coordinate gift shop inventory and operations
• Complete Manager on Duty and daily summary reports; communicate procedures and updates to staff. Complete other administrative tasks and duties as assigned.

Qualifications

• High School Diploma or equivalent with at least two years of managerial experience in a museum or customer service setting; OR an Associate’s degree or higher with at least one year of managerial experience.
• Experience supervising, training, and scheduling staff; strong customer service and sound judgment in resolving visitor and operational concerns.
• Strong organizational, multitasking, and communication skills, including telephone communication and public speaking. Ability to coordinate vendors, bookings, and event details accurately.
• Proficiency in Microsoft Office and ability to use scheduling, booking, and point-of-sale systems. Experience coordinating events or birthday parties preferred.
• Ability to work independently and collaboratively and engage visitors with diverse needs.

Physical Requirements

• Ability to stand for extended periods and lift or move materials up to 25 pounds, with or without reasonable accommodation.

EEO Statement

The SI Children’s Museum is an Equal Opportunity Employer and is committed to complying with all federal, state, and local equal employment opportunity laws. The Museum provides equal employment opportunities to all employees and applicants without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, marital status, military or veteran status, domestic violence victim status, or any other basis prohibited by applicable law.

The statements herein describe the general nature and level of work being performed and are not an exhaustive list of responsibilities, duties, or skills required. They do not establish a contract for employment and are subject to change at the discretion of the employer.

Job Type: Part-time

Pay: $28.00 - $32.00 per hour

Expected hours: 27.0 – 30.0 per week

Ability to Commute:

• Staten Island, NY 10301 (Required)

Work Location: In person

Salary : $28 - $32