Guest Experience Manager

The Franklin Institute; Philadelphia (Philadelphia County); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player in science education seeks a dynamic Guest Experience Manager to lead and inspire a dedicated team. This role is pivotal in ensuring a world-class visitor experience at one of the most visited museums in Pennsylvania. You will oversee all aspects of museum operations, from ticketing to guest services, while fostering a positive and engaging environment for staff. If you thrive in a fast-paced, customer-focused setting and have a passion for science and education, this opportunity is perfect for you. Join a team that values your input and creativity, and help shape memorable experiences for visitors of all ages.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401K

Life Insurance

Disability Coverage

Generous Paid Time Off

Paid Holidays

Wellness Program Benefits

Qualifications

• Bachelor’s degree preferred or 3-5 years in staff management required.
• Proven success in high-volume ticketed venues.

Responsibilities

• Supervise museum floor operations focusing on ticketing and guest services.
• Manage daily operating plans and evaluate staff performance.
• Create a fun, positive environment for all staff members.

Skills

Staff Management

Customer Service

Sales Experience

Team Leadership

Operational Oversight

Education

Bachelor’s Degree

3-5 Years Experience in Management

Job description

The Franklin Institute, the most visited museum in the Commonwealth of Pennsylvania, strives to be the world leader in promoting science and technology education and literacy through inspiring and engaging experiences that cultivate curiosity, critical thinking, and an understanding of the crucial role science plays in our lives.

At The Franklin Institute, we provide an environment that’s as nurturing as it is dynamic. Our team-oriented approach allows for ample learning and career growth opportunities. We think you’ll find the Institute offers the ideal atmosphere in which to use your skills and talents best. We are eager for your input, ideas, and inspiration.

The Guest Experience Manager will supervise and execute all aspects of the museum floor operations, with a primary focus on the ticketing and guest services functions. This customer-focused position must ensure that all areas perform successfully, meeting the museum's operational, professional, and customer standards to deliver a world-class visitor experience.

Position Description

• Manage front-line team members and supervisors, assisting with job functions as necessary.
• Successfully oversee the daily operating plan, including management of first aid and lost and found.
• Manage and evaluate staff performance.
• Responsible for staffing including recruiting, interviewing, hiring, and training.
• Monitor departmental standards with a focus on delivering a World Class Visitor Experience.
• Assist with customer service training and reward and recognition programs for all front-line staff.
• Assign and adjust staff members on the daily schedule to cover the museum based upon the day's business pressures.
• Establish a significant presence on the floor to ensure all areas are operating successfully and that the staff members are having fun.
• Ensure the security of all revenue collected through the ticketing area by observing established theft deterrence measures.
• Execute the daily box office cash out, including verifying all vouchers and coupons.
• Create a fun, positive, inclusive team environment for all staff members.
• Responsible for safe reconciliation and ordering operating funds as needed.
• Must be able to stand and walk for long periods.

Position Requirements

• A bachelor’s degree is preferred, or a minimum of 3 to 5 years of experience managing staff in a sales and customer service setting is required.
• Proven success operating within a high-volume ticketed venue or visitor-facing organization.
• Experience coaching, motivating, and monitoring staff members in a fun, energetic environment.

Benefits Information:

The Franklin Institute offers a comprehensive benefits package including health, dental, and vision, 401K, life insurance and disability coverage. We also offer generous Paid Time Off, paid holidays, and numerous wellness program benefits.

To apply, please visit our Career Center. We look forward to hearing from you!

Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If much of this job description describes you, then please apply for this role.

The Franklin Institute is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability, or protected veteran status.

As the most visited museum in the Commonwealth of Pennsylvania and a top-five tourist destination in the City of Philadelphia, The Franklin Institute is one of the leading science centers in the country and serves as both a prominent educational and cultural resource, and as an anchor of the local economy.