Guest Services Manager

American Association for State and Local History; Town of Eagle (WI); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player seeks a Guest Services Manager to lead a dynamic team in providing exceptional guest experiences. This role is pivotal in overseeing operations such as ticketing, food services, and visitor amenities, ensuring a welcoming atmosphere for all. The ideal candidate will have a strong background in customer service, team supervision, and point-of-sale systems. Collaborating with various departments, this position aims to enhance the overall visitor experience through effective leadership and feedback analysis. If you're passionate about creating memorable experiences in a cultural setting, this opportunity is perfect for you.

Qualifications

• Experience in customer service and conflict resolution in public-facing roles.
• Supervised a team or led small groups, especially seasonal staff.

Responsibilities

• Oversee ticketing, tram transportation, and museum store operations.
• Manage booking for programs and events, enhancing visitor experiences.

Skills

Customer Service

Conflict Resolution

Team Supervision

Point-of-Sale Systems

Cash Balancing

Scheduling

Tools

Point-of-Sale Systems

Job description

The Guest Services Manager supports the mission of the Wisconsin Historical Society and the goals of Old World Wisconsin (OWW) by delivering exceptional, guest-centered service through daily operations and team leadership.

This role oversees ticketing, orientation, tram transportation, museum store operations, food and beverage services, the Brewing program, and other visitor amenities. The Guest Services Manager leads a dynamic team in providing welcoming, efficient, and engaging experiences for all guests. This role also manages booking for programs and events, collects and analyzes guest feedback, and coordinates with cross-functional teams to enhance the visitor experience.

This position collaborates with the Facilities and Grounds Team to maintain all facilities, walkways, wayfinding signs, benches, and landscape features which comprise the guest entrance experience. This position works with the Food Service Manager and Facilities Team to coordinate private rental events. The Guest Services Team serves as the first point of contact for guests with suggestions, concerns, or complaints and the Manager is responsible for sharing this information with the Director. The person in this position oversees the collection of guest feedback through formal surveying.

Please make sure to describe the following qualifications within your resume and/or letter of qualifications in order to be considered for this position.

Minimally qualified candidates will have experience in all of the following:

Experience in providing customer service and conflict resolution in a public-facing environment.

Has supervised a team or led small groups, with some exposure to seasonal or entry-level staff.

Experience using point-of-sale systems and/or handling financial transactions.

Cash balancing and reconciling daily receipts.

Ability to schedule, respond to guest inquiries, or book services

In addition to minimum qualifications, a well-qualified candidate will additionally have experience in one of the following areas:

Demonstrated leadership in guest services, team supervision, and training in a public-facing setting.

Advanced point-of-sale experience as part of retail, food services, or box office operations.

Strong collaboration across departments (e.g., marketing, education, facilities) with experience in event or program coordination.

Experience in working at a museum, cultural organization, or historical attraction.

Recruiting and supervision of seasonal staff.