Guest Experience Manager: Lead, Train & Elevate Service

Cleveland-Museum-of-Natural-Histor; Cleveland (OH); On-site; USD 45,000 - 48,000; Full time

Job summary

The Cleveland Museum of Natural History in Cleveland, OH is seeking a Manager of Visitor Experience to lead the Visitor Experience team, supervise Team Leads and Associates, and coordinate day-to-day operations to ensure exceptional guest service.

You will schedule staffing, handle escalations, coach staff, support performance reviews and onboarding, manage the Altru POS system, and partner with Senior Management to align with museum goals.

Qualifications

• Bachelor's degree preferred; associate degree considered with experience.
• 3-4 years of customer service or guest-facing experience.
• 1-2 years in a supervisory/lead capacity.
• Strong coaching and people-development skills.
• Excellent verbal and written communication.
• Proficiency with Altru or similar ticketing systems; MS Office.
• Ability to work holidays, evenings, and weekends.

Responsibilities

• Lead and schedule Visitor Experience team.
• Escalate operational and guest issues and resolve.
• Deliver high-quality guest service and de-escalate conflicts.
• Coach and develop Team Leads and Associates.
• Support POS system and ticketing configurations (Altru).
• Assist with operational data reporting and training implementation.
• Onboard new staff with 30/60/90-day plans.
• Conduct routine 1:1s and performance reviews.
• Ensure safety and escalate emergencies to management.
• Perform related duties as assigned.

Skills

Coaching

People development

Organizational skills

Verbal communication

Written communication

Team leadership

Customer service

Supervisory skills

Attention to detail

Education

Bachelor's degree preferred

Associate's degree or equivalent

Tools

Altru

Microsoft Office

Job description

The Cleveland Museum of Natural History in Cleveland, OH is seeking a Manager of Visitor Experience to lead the Visitor Experience team, supervise Team Leads and Associates, and coordinate day-to-day operations to ensure exceptional guest service.

You will schedule staffing, handle escalations, coach staff, support performance reviews and onboarding, manage the Altru POS system, and partner with Senior Management to align with museum goals.