Guest Experience Lead - Museum & Education

Scott-Family-Amazeum; Bentonville (AR); On-site; USD 40,000 - 42,000; Full time

Job summary

The Scott Family Amazeum in Bentonville, AR is seeking a Guest Engagement Manager to lead a core guest experience team and transform every museum visit into an engaging, joyful experience. You will guide staff with coaching, training, and performance feedback to deliver playful learning and genuine hospitality.

Responsibilities include staffing decisions, cross-functional collaboration, and ensuring safety and operations align with our mission.

Qualifications

• High school diploma or equivalent.
• 2+ years of experience in guest experience, museum education, informal learning, customer service, recreation, education, youth development, hospitality, or related field.
• 1+ year supervisory or team-leadership experience that includes coaching, accountability, performance decisions, and team development.
• Proficiency with Google Workspace and ability to learn other technology and digital platforms.
• Demonstrated ability to lead, coach, and develop a guest-facing team in a fast-paced environment.
• Strong written and verbal communication skills, including setting expectations, giving feedback, navigating difficult conversations, and maintaining appropriate documentation.
• Demonstrated ability to work a flexible schedule that includes weekdays, weekends, occasional evenings and holidays.

Responsibilities

• Directly manages the core guest experience team (part time roles: Play Facilitators, Experience Activators, Tinkering Activators, and Team Leads).
• Leads hiring, onboarding, supervising, coaching, recognition, performance feedback, accountability, and ongoing professional growth opportunities.
• Develops and leads team training in facilitation techniques, guest engagement strategies, customer service protocols, emergency/safety procedures, exhibit operations, and playful learning methods.
• Leads the facilitator advancement process, preparing and coaching Play Facilitators as they move into Activator roles.
• Provides direct supervision to Activators while ensuring program coordinators have the skills and resources needed to provide instruction and coaching.
• Develops Guest Experience Team Leads to be shift leaders who reinforce expectations and coach staff.
• Manages team performance and conducts evaluations with proper documentation.
• Maintains a regular presence in Guest Experience spaces to model standards and gather feedback.
• Reviews guest experience systems and outcomes with leadership and suggests improvements.
• Ensures spaces remain welcoming and safe, following procedures.

Skills

Leadership

Guest experience

Communication

Coaching and feedback

Education

High school diploma

Tools

Google Workspace

Scheduling platforms

Job description

The Scott Family Amazeum in Bentonville, AR is seeking a Guest Engagement Manager to lead a core guest experience team and transform every museum visit into an engaging, joyful experience. You will guide staff with coaching, training, and performance feedback to deliver playful learning and genuine hospitality.

Responsibilities include staffing decisions, cross-functional collaboration, and ensuring safety and operations align with our mission.