Guest Experience Lead — Museum Operations

The Franklin Institute; Philadelphia (Philadelphia County); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health, dental, vision

401K

Paid time off

Life insurance

Disability coverage

Job summary

The Franklin Institute in Philadelphia seeks a Guest Experience Manager to supervise museum floor operations with a emphasis on ticketing and guest services. You will lead and develop front-line staff, ensuring a world-class visitor experience across all ticketing areas.

Ideal candidates bring a Bachelor's degree (or 3–5 years of staff management in sales/customer service), comfort with high-volume environments, and a collaborative, energetic leadership style.

Qualifications

• Bachelor's degree preferred or 3–5 years of staff-management experience in a sales/customer service setting.
• Proven success in a high-volume ticketed venue or visitor-facing organization.
• Experience coaching, motivating and monitoring staff in a fun, energetic environment.

Responsibilities

• Supervise all departmental staff members and assist with any job function when needed.
• Oversee the daily operating plan, including management of first aid and lost-and-found.
• Create a fun, positive, inclusive team environment for all staff members.
• Monitor departmental standards with a focus on delivering a World Class Visitor Experience.
• Manage and evaluate staff performance.
• Be responsible for staffing; including recruiting, interviewing, hiring, and training.
• Assist with customer service training and reward/recognition programs for front line staff.
• Assign and adjust staff on the daily schedule to cover the museum based on business needs.
• Establish a significant floor presence to ensure smooth operations and staff morale.
• Ensure security of all revenue from ticketing by enforcing theft deterrence measures.
• Execute the daily box office cash-out including vouchers and coupons verification.
• Be responsible for safe reconciliation and ordering operating funds as needed.

Skills

Staff management

Customer service

Ticketing sales

Coaching & training

Problem solving

Multitasking

Education

Bachelor's degree preferred

Job description

The Franklin Institute in Philadelphia seeks a Guest Experience Manager to supervise museum floor operations with a emphasis on ticketing and guest services. You will lead and develop front-line staff, ensuring a world-class visitor experience across all ticketing areas.

Ideal candidates bring a Bachelor's degree (or 3–5 years of staff management in sales/customer service), comfort with high-volume environments, and a collaborative, energetic leadership style.