Guest Experience Manager - World-Class Museum Operations

Fire Island News; Philadelphia, Northern (Philadelphia County, KY); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

401K

Life insurance

Disability coverage

Paid time off

Paid holidays

Wellness programs

Job summary

The Franklin Institute in Philadelphia is seeking a Guest Experience Manager to lead museum floor operations with a focus on ticketing and guest services, ensuring a world-class visitor experience.

You will supervise staff, oversee daily operations, recruit and train team members, and maintain security of revenue while delivering exceptional service in a high-volume venue. This full-time role requires flexibility for evenings and weekends.

Qualifications

• Bachelor's degree preferred or 3–5 years of experience managing staff in sales/customer service.
• Experience in a high-volume ticketed venue or visitor-facing organization.
• Experience coaching, motivating and monitoring staff in a fun, energetic environment.
• Must be able to stand and walk for long periods.
• Ability to handle multiple tasks, make decisions and work in a busy environment.
• Outgoing, positive, and team-oriented personality.
• Strong problem-solving skills.

Responsibilities

• Supervise all departmental staff and assist with any job function as 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.
• Monitor departmental standards to deliver a World Class Visitor Experience.
• Manage and evaluate staff performance.
• Be responsible for staffing: recruiting, interviewing, hiring, and training.
• Assist with customer service training and rewards programs for front line staff.
• Assign and adjust staff on the daily schedule based on business needs.
• Maintain a significant floor presence to ensure smooth operations and staff morale.
• Ensure the security of revenue in the ticketing area and perform cash handling duties.
• Execute daily box office cash-out and verify vouchers/coupons.
• Be responsible for safe reconciliation and ordering operating funds.

Skills

Customer service

Staff management

Leadership

Team collaboration

Problem solving

Communication

Education

Bachelor’s degree preferred

Tools

Ticketing system

Cash handling

Job description

The Franklin Institute in Philadelphia is seeking a Guest Experience Manager to lead museum floor operations with a focus on ticketing and guest services, ensuring a world-class visitor experience.

You will supervise staff, oversee daily operations, recruit and train team members, and maintain security of revenue while delivering exceptional service in a high-volume venue. This full-time role requires flexibility for evenings and weekends.