Guest Experience & Operations Manager

Museum of Illusions; City of Westminster; On-site; GBP 40,000 - 55,000; Full time

Job summary

Museum of Illusions is seeking a Guest Services Manager to join our operations team in London. The role focuses on floor-based leadership, ensuring excellent guest experiences while supporting daily museum activities and staff development.

You will help forecast staffing needs, schedule shifts, and oversee front-of-house operations, inventory, and events. A strong background in budgeting and team leadership is essential to drive efficiency and guest satisfaction.

Qualifications

• Bachelor's Degree preferred or equivalent experience.
• Minimum 5 years of leadership experience in the entertainment/venue industry.
• Strong financial management with budgeting and P&L responsibility.
• Excellent communication and interpersonal skills.
• Ability to lead and inspire a diverse team.

Responsibilities

• Schedule requires weekend and holiday work.
• Lead interview, onboarding, and training of new museum staff.
• Forecast, schedule, and staff the museum based on sales trends and projected volume.
• Create and adjust weekly schedules; assist with timecard corrections and time-off approvals.
• Support Duty Managers to ensure smooth operations and guest service during shifts.
• Represent the museum professionally during events, field trips, and partnerships as needed.
• Oversee FOH and retail inventory and place orders to maintain stock levels.

Skills

Leadership

Staff management

Guest services

Scheduling

Budgeting

Education

Bachelor's Degree

Tools

Microsoft Word

Excel

PowerPoint

Job description

Museum of Illusions is seeking a Guest Services Manager to join our operations team in London. The role focuses on floor-based leadership, ensuring excellent guest experiences while supporting daily museum activities and staff development.

You will help forecast staffing needs, schedule shifts, and oversee front-of-house operations, inventory, and events. A strong background in budgeting and team leadership is essential to drive efficiency and guest satisfaction.