Guest Services & Operations Leader

Museum of Illusions; Greater London; On-site; GBP 45,000 - 60,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Staff Training

Forecasting

Scheduling

Budgets / P&L

Communication

Team Building

Microsoft Office

Visitor Engagement

Education

Bachelor’s Degree or equivalent experience

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

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.