Guest Service Manager

About us

Museum of Illusions is the world's largest and fastest-growing museum chain with 70 locations in 29 countries, and big plans for further expansion. Our original concept was launched in 2015 and quickly became a recognizable global brand and leading attraction in each city where it was launched. Our young and motivated team is rapidly growing, and we invite you to join us in our mission to bring interactive, immersive, and fun experiences to everyone eager to have their mind blown.

Position Overview

The Guest Services Manager is a key member of the Museum of Illusions operations team who supports daily museum activities with an elevated level of responsibility. The role assists the General Manager with critical back end and floor operations, provides leadership support, and ensures the smooth running of day-to-day guest experiences.

This role is primarily floor-based, providing real-time support to both guests and staff while serving as a leadership presence during operational hours. The Guest Services Manager carries greater responsibility and leadership authority, acting as an extension of management and ensuring that museum standards and operational procedures are consistently maintained.

What you would get to do: Schedule requires weekend and holiday work. Willingness to perform the most effective role. Support the interview, onboarding, and training of new museum staff. Assist with the implementation of training procedures and onboarding plans. Help forecast, schedule, and staff the museum efficiently based on sales trends and projected volume.

Create and adjust weekly schedules; assist with timecard corrections and time-off approvals. Model and uphold high standards of guest experience and team engagement. Reinforce museum policies, procedures, and protocols on the floor. Assist the General Manager in executing strategic operational plans and improvement initiatives.

Represent the museum professionally during events, field trips, and community partnerships as needed. Assist in executing field trips, special events, and influencer visits alongside Marketing and Sales. Oversee all FOH and retail inventory, including conducting full inventory counts on a regular basis. Assist placing orders for supplies and merchandise, maintaining inventory levels as needed.

Track usage and stock trends in the smartshop. Monitor and maintain the museum's maintenance at all levels including preventative maintenance. Serves as the delegated authority in the General Manager’s absence, with floor staff having a dotted-line reporting relationship to this role. What you should bring along : Bachelor's Degree preferred or equivalent experience.

Minimum 5 years of working experience in the same or similar job with the same or similar key responsibilities. Proven experience in a leadership role within the entertainment industry Strong financial management skills with experience in budgeting and P&L responsibility. Ability to produce accurate results, analyze workflow, and set priorities to meet deadlines with minimal supervision.

Exceptional communication and interpersonal skills. Demonstrated ability to lead and inspire a diverse team. Knowledge of current best practices within the entertainment environment Understanding of marketing, sales, and visitor engagement strategies. Self-starter who is organized, detail-oriented, adaptable, responsive, and self-motivated.

Advanced proficiency in Microsoft Word programs (Word, Excel, PowerPoint). Active use of the English language in daily communication. Company Statement: Museum of Illusions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. www.museumofillusions.com