Senior Manager, Guest & Member Experience

Discovery World Ltd.; Milwaukee (WI); Hybrid; USD 65,000 - 75,000; Full time

Job summary

Discovery World is seeking a Senior Manager of Guest Services and Membership to lead the Guest Services and Membership teams, oversee admissions, ticketing, and guest flow, and drive member engagement and retention. You will collaborate with multiple departments to deliver welcoming, accessible experiences and accurate revenue reporting.

The role requires a Bachelor’s degree or equivalent experience, 5+ years in guest services with management experience, and strong skills in CRM/POS/ticketing

Qualifications

• Bachelor’s degree or equivalent experience in hospitality, business admin, nonprofit management, or related field.
• Five years in guest services or similar, with leadership experience.
• Experience with ticketing, membership, POS, CRM, scheduling & reporting systems.
• Strong financial acumen with admissions and membership revenue.

Responsibilities

• Directly supervise Guest Services and Membership teams.
• Oversee admissions, ticketing, guest flow, and guest feedback handling.
• Lead membership operations, renewals, benefits fulfillment, and data accuracy.
• Collaborate across departments to ensure smooth operations and guest satisfaction.
• Analyze trends and prepare staffing, budgeting, and reporting insights.

Skills

Leadership

Guest Services

Membership

Staff Development

Operational Oversight

Education

Bachelor’s degree in hospitality, business administration, nonprofit management, or related field

Tools

CRM systems

POS systems

Ticketing software

Job description

Discovery World is seeking a Senior Manager of Guest Services and Membership to lead the Guest Services and Membership teams, oversee admissions, ticketing, and guest flow, and drive member engagement and retention. You will collaborate with multiple departments to deliver welcoming, accessible experiences and accurate revenue reporting.

The role requires a Bachelor’s degree or equivalent experience, 5+ years in guest services with management experience, and strong skills in CRM/POS/ticketing