Guest Operations Manager Of Guest Services And Museum

Guest Operations Manager Of Guest Services And Museum

The Science Museum of Virginia is seeking an energetic, people-first professional to lead its Guest Services, Museum Store and Concessions teams. If you are a leader who thrives on creating unforgettable guest experiences, this will be more than just a management role, it's a chance to shape lasting impressions of every individual who walks through our doors. As the Guest Operations Manager of Guest Services and Museum, you'll oversee all aspects of guest-facing operations, from the excitement of ticketing and admissions to the buzz of the Museum Store and the enjoyment of our concessions during events and exhibitions. You'll develop and lead a dedicated team to deliver seamless, engaging, and memorable interactions. Whether it's coordinating special pop-up shops for touring exhibitions or optimizing the membership sales experience, your work will directly impact how guests connect with science, inspiring learning and creativity. This position will hire and train staff, coordinate schedules and help foster an environment of teamwork and professionalism, ensuring a superior experience for all museum guests. You will be responsible for managing event ticketing, troubleshooting issues, answering phone inquiries, engaging and responding to guest needs, and increasing membership sales. This position is also responsible for coordinating with the foundation membership department and the education department in scheduling groups and staffing public events when on-site sales are needed. The Manager will develop and implement policies in coordination with other departments to ensure an informed and knowledgeable frontline staff with regard to exhibitions, permanent collections and all museum programming and events. Additional responsibilities include generating sales with a focus on increasing sales on a monthly and annual basis, incentivizing and motivating staff to drive sales, creating a positive shopping experience with guests and assisting in the museum's core values in its role of providing an excellent guest/shopper experience through customer service.

If you're passionate about service, inspiring teams, and want to be at the heart of something meaningful, we'd love to hear from you.

The position offers a competitive benefits package including medical, dental, vision, FSA, HRA, HSA, life insurance, 457 and pension plan, short and long-term disability and employee assistance program. The Science Museum has a generous paid time off policy, including vacation leave, four days family & personal leave, eight sick days per year and 13 paid holidays.

The ideal candidate will possess exceptional leadership skills and sound judgment. They will be a dynamic, thoughtful leader with a passion for exceptional guest experiences and a calm, solutions-oriented mindset. The ideal candidate thrives in a fast-paced, ever-changing environment and brings at least 5 years of leadership or supervisory experience. Must be confident working independently, proactive in identifying and solving problems and comfortable engaging with a diverse public and coaching team members. A strong working knowledge of POS and ticketing systems, business math, and guest service best practices is required. Must be fluent in Google Suite and bring a creative, resourceful approach to problem-solving. Emergency response and current First Aid/CPR certification are required as well as the ability to work a flexible schedule including evenings, weekends and holidays.

A comprehensive understanding of the Science Museum of Virginia's exhibits, programs, pricing, and events, or a strong understanding of the local community and region is a plus.

The Science Museum seeks motivated people of all backgrounds. We value diversity of cultures, races and ethnicities, gender expressions, and abilities. Reasonable accommodations are available upon request. As a V3 (Virginia Values Veterans) employer the Science Museum welcomes veterans to apply! We provide hiring preference to veterans and members of the Virginia National Guard in support of Executive Order 29, (2010). If you are a veteran or Virginia National Guard member, we urge you to respond accordingly on your state application or resume. Selected candidate(s) must successfully pass a criminal history background check. A record of criminal history does not automatically bar an applicant from consideration. Employment verification will be conducted to include current/previous supervisory employment reference checks. The Science Museum will record information from each new employee's Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.