Guest Experience & Operations Manager

museumofillusions; Greater London; On-site; GBP 42,000 - 60,000; Full time

Job summary

Museum of Illusions in London is seeking a Guest Services Manager to lead floor operations, support the General Manager, and act as a leadership presence during operating hours.

The role emphasizes guest experience, staff onboarding, scheduling, and collaboration with Marketing and Sales to deliver memorable experiences while maintaining museum standards. A strong background in leadership and budgeting is essential.

Qualifications

• Bachelor's degree or equivalent experience.
• Minimum 5 years of leadership experience in the entertainment/hospitality sector.
• Strong communication and interpersonal skills.
• Financial management experience including budgeting and P&L responsibilities.

Responsibilities

• Schedule requires weekend and holiday work.
• Support interview, onboarding, and training of new museum staff.
• Assist with training procedures and onboarding plans.
• Forecast, schedule, and staff the museum based on trends and volume.
• Create and adjust weekly schedules; assist with timecard corrections.
• Support Duty Managers to ensure smooth operations and guest service.
• Maintain high standards of guest experience and team engagement.
• Represent the museum professionally at events and partnerships.
• Oversee FOH and retail inventory and conduct regular counts.
• Assist in placing orders for supplies and merchandise and monitor stock trends.
• Support maintenance across all levels and act as GM in absence.

Skills

Leadership

Budgeting

P&L responsibility

Communication

Interpersonal skills

Team leadership

Microsoft Excel

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Excel

PowerPoint

Microsoft Word

Job description

Museum of Illusions in London is seeking a Guest Services Manager to lead floor operations, support the General Manager, and act as a leadership presence during operating hours.

The role emphasizes guest experience, staff onboarding, scheduling, and collaboration with Marketing and Sales to deliver memorable experiences while maintaining museum standards. A strong background in leadership and budgeting is essential.