Guest Services Manager
Guest Services Manager
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USD 56700 - 62370
1 Vacancy
Job Description
Department: Guest Services
Reports To: Director of Guest Services
Locations: Air & Space Museum - 7711 E Academy Blvd Denver CO 80230 (primary)
Exploration of Flight - 13005 Wings Way Englewood CO 80112
Status & Classification: Regular Full-Time Exempt
Salary Range: $56700-$62370
Apply By: September 12th 2025
Work Schedule: Tuesday - Saturday Typical Hours: 8:45am - 5:15pm
Must accommodate a flexible work schedule including weekends holidays evenings and occasional special events. *Weekly hours and days may shift based on operational needs and special programming.Position Summary
The Manager of Guest Services plays a key role in delivering an exceptional guest experience through the management of sales ticketing operations and cash handling. This hands-on guest-facing position actively leads trains and mentors the Guest Services Associates ensuring consistent high-quality visible leadership at both Wings locations. Working in close collaboration with the Director of Guest Services and cross-departmental teams this role upholds operational excellence and service standards across both museum locations.Organization
Founded in 1994 on the former Lowry Air Force Base in east Denvers historic Lowry Field neighborhood Wings Over the Rockies is a non-profit community organization dedicated to unlocking dreams of flightthrough exhibits local events and educational programming. We are Colorados official Air & Space Museum having been recognized by CNN Travel as one of their 20 Best aviation museums in the world. Each year we welcome roughly 160000 visitors representing all 50 states and dozens of countries internationally. Wings is committed to diversity inclusion and accessibility. The Museum boasts morethan 100000 sq. ft. of open hangar space full of iconic aircraft space vehicles historical artifacts andmore. Visitors can experience thrilling flight simulators discover educational programs and participatein one of our many exciting Museum-sponsored events.Exploration of Flight (EoF) is our flight-focused educational extension. This 15-acre campus is located atthe Centennial Airport where we offer showcase events with a variety of aircraft aviation immersionprograms pilot ground training and flight experiences. EoF is home to our Blue Sky Gallery exhibit andinteractive aviation center featuring an airworthy fleet of civilian and military aircraft.
Benefits
- Employer-paid Medical Dental Vision Basic Life/AD&D coverage
- $600 annual Health Savings Account (HSA) employer contribution for eligible medical plans
- Voluntary LTD STD Life/AD&D Accident Critical Illness and Legal/ID protection plans available
- Optional Flexible Spending (FSA) and Dependent Care (DCA) accounts
- 2 weeks of paid vacation per year
- Paid personal time (1 week/year) and sick leave
- 403(b) group retirement plan participation with employer match
- Potential for annual bonuses merit pay increases professional development and career advancements.
- Wings Museum membership 25% gift shop discount and other employee perks
Essential Duties & Responsibilities
Please note: This list is not all inclusive but intended to be a general outline of the essential duties for this
position
Operations Management
- Lead daily ticketing and admission operations across both Wings locations.
- Analyze and report on sales and admission data to identify trends and drive revenue.
- Set and implement best practices to achieve department sales goals.
- Oversee proper cash handling deposits and proper etiquette for cash handling.
- Maintain accurate weekly deposits and monitor cash bags.
- Serve as Manager on Duty (MOD) as scheduled.
Staff Supervision & Development
- Create and manage team schedules to ensure proper coverage.
- Assist with recruiting hiring and onboarding new Guest Services Associates.
- Train and mentor team in guest service standards ticketing procedures and simulator operation.
- Conduct monthly and quarterly check-ins with team members.
- Collaborate with the Director to plan and implement ongoing training programs.
- Manage employee motivation and incentive initiatives.
Guest Relations & Communication
- Oversee communication with the general public via phone and email at both locations.
- Ensure consistent guest service standards across all guest touchpoints.
- Assist with promotion and crowd control for programs and special events.
Location Consistency & Quality Control
Collaborate with the Director to ensure that both Wings locations meet the same operational and service in areas such as:
- Sales and ticketing
- Customer service
- Program promotion
- Policy adherence
- Event support and crowd management
- Cross-departmental teams
Requirements & Qualifications
- Minimum of 5 years of guest service experience in a guest-focused environment required
- At least 2 years of supervisory and/or management experience
- 4-year degree from college or university is preferred
- Knowledge of ticketing systems preferred
- Proficient with POS systems; prior working knowledge of Altru (Blackbaud) is preferred
- Demonstrates professional discretion confidentiality and respect for guest privacy
- Effective communication and interpersonal skills especially as a mentor/supervisor
- Knowledge of guest service and sales best practices including service recovery cash handling procedures reconciling shifts/tills deposit processing and money safe process
- Ability to demonstrate leadership qualities motivate staff & lead by example
- Proficiency in Microsoft Office Suite is preferred
Key Relationships
Reports to: Director of Guest Services
Works closely with:
Flight Simulators Coordinator
Public Programs Manager
Museum Store Manager
Guest Services Associates
Working Conditions
The Air & Space Museum operates in an 80-year-old aircraft hangar. Exploration of Flight is located at a
busy regional airport. Environmental conditions may vary.
Required Experience:
Manager
Employment Type
Full-Time
