Guest Experience Lead & Show Operations Coach

Museum-of-Ice-Cream; Chicago (IL); On-site; USD 46,000 - 62,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

Annual bonus opportunity

Complimentary museum tickets

Job summary

Museum of Ice Cream is seeking a Show & Service Lead Ambassador to guide guest interactions and show operations. You will manage ticketing, retail, ice cream delivery, and staff roles while ensuring a safe, engaging guest experience aligned with brand standards.

Lead by example in training and coaching the Service & Show Team, handle escalations professionally, and drive revenue through strong guest relations and event coordination. Ability to work evenings, weekends, and events is essential.

Qualifications

• 2+ years of leadership experience in customer service, retail, or entertainment environments.
• Proven ability to manage high-volume guest flow and provide real-time training and support.
• Strong problem-solving skills and ability to handle guest escalations.
• Flexibility to work various shifts, including weekends, evenings, and special events.

Responsibilities

• Run guest service and show operations; manage ticketing, retail, ice cream and treat delivery.
• Lead and coach the Service & Show Team; ensure high-quality service and guest satisfaction.
• Remediate guest service issues in real time and escalate when needed.
• Coordinate VIP and special events; ensure smooth cross-team collaboration.
• Collaborate with Floor Managers for daily reporting and performance feedback.

Skills

Leadership

Customer service

Staff training

Guest flow management

Problem solving

Job description

Museum of Ice Cream is seeking a Show & Service Lead Ambassador to guide guest interactions and show operations. You will manage ticketing, retail, ice cream delivery, and staff roles while ensuring a safe, engaging guest experience aligned with brand standards.

Lead by example in training and coaching the Service & Show Team, handle escalations professionally, and drive revenue through strong guest relations and event coordination. Ability to work evenings, weekends, and events is essential.