Guest Services Manager

Position: Guest Services Manager
Reports to: Sr. Manager Retail and Guest Services
Classification: Full Time Exempt
Salary: $39500 - $46000

Scott Family Amazeum Overview

The Scott Family Amazeum is a hands-on interactive museum in Northwest Arkansas and is recognized as a 501(c)(3) non-profit organization. We strive to create a fun and engaging environment that inspires children and adults to learn and grow together through risk-taking problem-solving and imaginative play.

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

Our experiences encourage individuals and the community to build relationships and develop identities as creative curious and innovative shapers of our region. Learning here is active playful exploration that fuels curiosity anchored in discovery and inclusive of an element of risk. Through hands-on experiences guests exercise critical thinking in the spirit of play.

The Amazeum facility features approximately 50000 square feet of indoor space and one acre of outdoor exhibit and activity areas. We are located at the intersection of Museum Way and J Street in Bentonville Arkansas.

Position Summary

The Guest Services Manager is a visible on-the-floor leader who brings the Amazeums people-first culture to life every day. This position ensures guests are warmly welcomed joyfully engaged and consistently supported from check-in to farewell. Youll model best practices in guest service coach frontline staff in real time and work cross-departmentally to uphold a seamless and inspiring museum experience.

Youll oversee a dynamic team of Guest Service Associates and Birthday Party Facilitators manage daily operations in admissions and the lobby and drive growth in key revenue areas such as birthday parties and memberships. Your collaborative mindset and passion for people will help drive consistent high-quality service while advancing strategic goals around attendance and engagement.

Essential Functions

• Guest Service Leadership & Frontline Engagement
  • Be a daily presence on the museum floor especially in the lobby admissions and guest-facing areas.
  • Actively engage with guestsanswering questions welcoming families assisting with check-in resolving issues and sparking meaningful conversations.
  • Role model Everyday Amazing guest service setting the tone for hospitality empathy and playful connection.
  • Provide real-time coaching and guidance to staff to ensure guest interactions meet Amazeum standards.
  • Champion a welcoming inclusive atmosphere for all guests and team members.
• Hiring Training & Team Development
  • Recruit hire and onboard Guest Service Associates and Birthday Party Facilitators.
  • Develop and deliver training programs to equip your team with the skills and knowledge needed for world-class service.
  • Collaborate with the Retail Manager Education and Membership teams to support shared service standards and uphold core values across departments.
  • Coach and mentor staff daily fostering a culture of accountability and collaboration.
• Birthday Party Program Leadership
  • Lead the Amazeums birthday party programcoordinating logistics staffing supplies and space use.
  • Work with the Guest Services Team Lead to enhance offerings and create joyful experiences for birthday guests.
  • Track and analyze party bookings satisfaction and revenue; refine strategies to grow impact and profitability.
• Cross-Departmental Collaboration
  • Collaborate with the Marketing and Community Engagement teams to promote events and initiatives.
  • Train staff to confidently support membership sales renewals and upgrades at the front desk.
  • Prepare frontline teams for upcoming promotions programs and school group visits.
• Cash Handling & Financial Reconciliation
  • Oversee accurate and secure cash-handling procedures at admissions and other transactional touchpoints.
  • Train and monitor team members on POS systems and daily reconciliations.
  • Collaborate with the Accounting Manager to ensure adherence to all cash-handling policies and audit standards.

Guest Experience Optimization & Data Use

• • Utilize Tessitura (CRM) and spreadsheets to track attendance guest trends and key performance indicators.
  • Share insights with leadership and Marketing to inform campaign targeting guest retention and promotions.
  • Use data to improve service delivery increase memberships and drive revenue growth.
  • Research and apply best practices from other museums and retail/hospitality operations to keep elevating the guest experience.

General Duties

The responsibilities listed above are not exhaustive. The Amazeum may revise or assign additional duties to this position to accommodate evolving organizational needs.

Minimum Qualifications

• High school diploma or equivalent

• 3 years of leadership experience in guest services hospitality retail or museum operations

• Demonstrated success in hiring training and coaching teams with a proven ability to hold staff accountable

• Experience in real-time problem-solving and conflict resolution in a guest-facing environment.

• Proficiency in cash handling POS operations and financial reconciliation.

• Availability to work flexible hours including evenings weekends holidays and special events.

• Excellent communication and organizational skills with a collaborative people-first leadership style.

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

• Ability to stand and walk for extended periods while engaging with guests and staff on the museum floor.

• Ability to work effectively in a busy interactive environment both indoors and outdoors as needed.

• Ability to occasionally lift or move items up to 30 lbs. (e.g. event supplies).

• Ability to work in an environment of moderate to excessive noise levels.

• Frequent use of hands and fingers to operate computers point-of-sale (POS) systems two-way radios and other equipment.

• Visual acuity and manual dexterity to read reports analyze data and monitor guest interactions.

• Ability to respond quickly to emergencies and navigate crowds safely.

Preferred Qualifications:

• Bachelors degree in a related field (Hospitality Business Communications etc.).

• Experience using Tessitura or a similar CRM/ticketing system

• Bilingual (English/Spanish)

• Familiarity with museum or nonprofit operations.

• Proven track record of optimizing guest experiences through data-driven strategies.

How to ApplySubmit your completed Amazeum application your resume and cover letter via the Amazeum Career Portal.