Guest Services Manager

Guest Services Manager

Meow Wolf opens portals of possibility. Come as you are! We are individuals who inspire creativity in people’s lives through art and exploration, so that our combined imaginations can transform the world we live in. We create immersive and interactive experiences that transport audiences into fantastic realms of story and exploration.

Our Vision is to be the world’s leading creative company, reimagining the paradigm of art and storytelling, to make a positive difference in the world. We share a strong commitment to belonging through our values of Collaborative Creativity, Provocative Playfulness, Outsiders Welcome, Authentic Compassion, and Audacious Courage. If this all sounds like you, read on…

The Guest Services Manager is responsible for ensuring the daily operating goals and standards of the Guest Services team are communicated and implemented. The Guest Services Manager embodies the Meow Wolf service model encouraging weirdness, promoting radical inclusion, and demonstrating that the power of creativity can change the world. They set the service standards for the entire Guest Services team and lead them in providing beyond-exceptional experiences to guests through engaged interactions and informative services. The Guest Services Manager has oversight over the following responsibilities: ticketing, POS, special programming, exhibition activations, and other guest-facing duties as assigned.

How you will do it…

• Manages labor, productivity, payroll, scheduling, quality control, and safety measures for the Operations Team
• Cultivates a culture of feedback by delivering timely and meaningful feedback through coaching and corrective actions; prepares and delivers performance evaluations
• Ensures all work centers are appropriately staffed by partnering with HR on hiring efforts and making selection decisions
• Establishes and trains staff on best practices and standards. Training areas include guest services, quality control, and safety (regulatory and internal). Ensure staff receives training and support to provide opportunities for growth/development.
• Ensures team schedules are written and published in accordance with established protocols and support of Meow Wolf's commitment to work/life balance
• Provides coverage for floor management when Assistant Manager or Leads are not scheduled.
• Plans and participates in special events and/or programming that have an impact across multiple departments
• Maintains inventory management records of supplies, tools, and Guest giveaways that support the operation
• Supports and has oversight of all schedules being published for the Guest Services Department
• Fosters environment where departments partner with one another - including cross-department communication, identifying efficiencies, and cross training
• Fulfill all Manager-on-Duty duties, skills, and knowledge, including the ability to perform any role within the Guest Services area including opening and closing
• Responds to injuries and emergencies appropriately
• Maintains high standards of organization and cleanliness at all times to maintain a pleasant guest environment for guests
• Cross-trains into other areas as required
• Other duties as assigned

To be successful in this role…

• Minimum 5 years supervisory experience as a Guest Services Manager, Box Office Manager, Front of House Manager or similar position.
• Excellent customer service skills.
• Excellent communication skills.
• Ability to lead and manage staff.
• Good judgment in difficult and complicated management situations.
• Ability to maintain an appropriate, dispassionate demeanor in emergencies, difficult customer interactions, and interactions with personnel.
• Follow and enforce safety rules.
• Effectively delegate responsibilities and maximize resources.
• Adaptable to changes in a fast-paced work environment.
• Strong service skills and welcoming demeanor required.
• Ability to work a flexible schedule including weekdays, weekends, evenings, and holidays.
• Hands-on experience with ticketing software and point of sale systems
• Strong guest service skills and welcoming demeanor required
• An interest in the arts
• Must be 21 years of age or older

It would be nice to have…

• Prior work experience in an exhibit, attraction, museum or recreation facility
• Prior Box Office or Ticket Office experience
• Prior F&B experience
• Adult + Child + Infant CPR, AED, and First Aid certification
• Prior experience with visual merchandising
• Bilingual, especially but not limited to English and Spanish

Work Environment:

This position works primarily in an indoor setting with exposure to noisy environments, dim lighting, strong visual effects including strobing lights, special effects, fog machines and small and/or enclosed spaces. This position will also be managing and supporting special events, which will require time outdoors including summer and winter seasons.

Physical Demands:

• Moving in different positions to accomplish tasks in various environments including tight spaces.
• Remaining in a stationary position for prolonged periods.
• Repeating motions that may include the wrists, hands and/or fingers.
• Positioning or moving objects up to 20 pounds.

The employee will comply with company and OSHA standard workplace safety protocols. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Schedule:

This is a full-time position that works a flexible schedule including weekdays, weekends, evenings, and holidays.

Supervisory Responsibility:

This position does require supervisory responsibility.

Travel:

Travel is not required for this position.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Meow Wolf is committed to our DIY roots and grassroots community support principles. To document that commitment, we converted our legal designation into a Delaware Public Benefit Corporation and have certified as a B Corporation. As a B Corp, we have a triple bottom line of supporting financial, social and environmental wellbeing in our community.

Meow Wolf is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to ensuring all employees enjoy and thrive in a work environment where differences make us the vibrant, wonderful community we are! All employment decisions at Meow Wolf are based on business need, job requirements, and individual qualifications, without regard to race, color, ancestry, national origin, gender, pregnancy, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, service in the military or any other characteristic protected by federal, state or local law.

The choices we make concerning our benefits during enrollment periods are among the most important we select for ourselves and our families. As part of the total compensation package for full-time employees, Meow Wolf offers a comprehensive benefits package that includes various options to meet individual healthcare and financial needs along with many perks.

• Medical Insurance options: PPO & HDHP*
• Dental and Vision Insurance*
• HSA, HRA, and FSA options*
• 401k Retirement Plan
• Company paid Life Insurance Policy and Disability Coverage(s)*
• Voluntary Critical Illness and Life Insurance Policies*
• Company Paid Employee Assistance Program
• Paid Parental Leave for 12 weeks
• Discount off Meow Wolf Gift Shop Merch and Cafes
• Admission to Meow Wolf attractions for employees and guests

*Regular or Project Based Full-time positions