Guest Services Manager

Museum of Illusions; Greater London; Presencial; GBP 45.000 - 60.000; Jornada completa

Descripción de la vacante

Museum of Illusions in London is seeking a Guest Services Manager to lead front-of-house operations, support the General Manager, and ensure a superb guest experience across daily activities and events.

You will recruit and train staff, forecast staffing needs, manage schedules, and reinforce museum policies while representing the brand at events and partnerships. This role requires strong leadership and communication skills within a dynamic entertainment setting.

Formación

• Bachelor’s Degree preferred or equivalent experience.
• Minimum 5 years of working experience in a similar role with leadership responsibilities.
• Experience in budgeting and P&L management within entertainment or visitor attractions.
• Strong communication and interpersonal skills; able to lead diverse teams.

Responsabilidades

• Lead front-of-house operations and customer service excellence during shifts.
• Assist with interview, onboarding, and training of new staff.
• Forecast staffing needs based on sales trends and events.
• Create and adjust weekly schedules and approve time-off requests.
• Represent the museum professionally at events and partnerships.
• Maintain inventory and collaborate with Marketing and Sales for field trips and events.

Conocimientos

Leadership

Staff Training

Forecasting

Scheduling

Budgets / P&L

Communication

Team Building

Microsoft Office

Visitor Engagement

Educación

Bachelor’s Degree or equivalent experience

Herramientas

Microsoft Word

Microsoft Excel

PowerPoint

Descripción del empleo

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