Guest Service Manager

Museum of Illusions; Greater London; On-site; GBP 42,000 - 64,000; Full time

Job summary

Museum of Illusions in London seeks a Guest Services Manager to lead floor operations, support the General Manager, and ensure outstanding guest experiences. This role sits within the Duty Manager structure with enhanced leadership responsibilities and real-time problem solving.

You will forecast staffing, train new staff, manage schedules, and oversee FOH and retail inventory. The successful candidate has 5+ years in leadership within entertainment, strong budgeting skills, and excellent

Qualifications

• Bachelor's degree or equivalent experience.
• Minimum 5 years in a similar role with the same or similar key responsibilities.
• Proven leadership experience in the entertainment industry.
• Strong budgeting and P&L responsibilities.
• Exceptional communication and interpersonal skills.

Responsibilities

• Schedule weekend and holiday work and create weekly rosters.
• Support interview, onboarding, and training of new staff.
• Forecast, schedule and staff the museum efficiently based on trends and projected volume.
• Oversee front-of-house and retail inventory and audits.
• Represent the museum professionally at events and partnerships.
• Assist the General Manager with operational plans and improvements.
• Ensure guest experience standards and staff engagement.

Skills

Leadership

Budgeting & P&L

Communication

People management

Organization

Analytical thinking

Adaptability

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

About us

Museum of Illusions is the world's largest and fastest-growing museum chain with 73 locations in 29 countries, and big plans for further expansion. Our original concept was launched in 2015 and quickly became a recognizable global brand and leading attraction in each city where it was launched.

Our young and motivated team is rapidly growing, and we invite you to join us in our mission to bring interactive, immersive, and fun experiences to everyone eager to have their mind blown.

Position Overview:

The Guest Services Manager is a key member of the Museum of Illusions operations team who supports daily museum activities with an elevated level of responsibility. While this role is part of the Duty Manager team structure, it functions one level above assisting the General Manager with critical back end and floor operations, offering leadership support, and ensuring the smooth running of day-to-day experiences.

This role is primarily floor-based, providing real-time support to both guests and staff, and serving as a leadership presence during operational hours. The Guest Services Manager is not a direct supervisor over the Duty Managers but carries greater responsibility and leadership authority, acting as an extension of management in alignment with museum standards.

What you would get to do:

• Schedule requires weekend and holiday work.
• Willingness to perform the most effective role.
• Support the interview, onboarding, and training of new museum staff.
• Assist with the implementation of training procedures and onboarding plans.
• Help forecast, schedule, and staff the museum efficiently based on sales trends and projected volume.
• Create and adjust weekly schedules; assist with timecard corrections and time-off approvals.
• Support Duty Managers in ensuring smooth operational execution and guest service during shifts.
• Model and uphold high standards of guest experience and team engagement.
• Reinforce museum policies, procedures, and protocols on the floor.
• Assist the General Manager in executing strategic operational plans and improvement initiatives.
• Represent the museum professionally during events, field trips, and community partnerships as needed.
• Assist in executing field trips, special events, and influencer visits alongside Marketing and Sales.
• Oversee all FOH and retail inventory, including conducting full inventory counts on a regular basis.
• Assist placing orders for supplies and merchandise, maintaining inventory levels as needed. Track usage and stock trends in the smartshop with Duty Managers.
• Monitor and maintain the museum's maintenance at all levels including preventative maintenance.
• Serves as the delegated authority in the General Manager’s absence, with floor staff having a dotted-line reporting relationship to this role.

What you should bring along

• Bachelor's Degree preferred or equivalent experience.
• Minimum 5 years of working experience in the same or similar job with the same or similar key responsibilities.
• Proven experience in a leadership role within the entertainment industry
• Strong financial management skills with experience in budgeting and P&L responsibility.
• Ability to produce accurate results, analyze workflow, and set priorities to meet deadlines with minimal supervision.
• Exceptional communication and interpersonal skills.
• Demonstrated ability to lead and inspire a diverse team.
• Knowledge of current best practices within the entertainment environment
• Understanding of marketing, sales, and visitor engagement strategies.
• Self-starter who is organized, detail-oriented, adaptable, responsive, and self-motivated.
• Advanced proficiency in Microsoft Word programs (Word, Excel, PowerPoint).

Company Statement: Museum of Illusions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

www.museumofillusions.com