Guest Service Manager Job at Museum of Illusions (London)

Job Description

The Guest Services Manager is a key member of the Museum of Illusions operations team who supports daily museum activities with an elevated level of responsibility. While this role is part of the Duty Manager team structure, it functions one level above assisting the General Manager with critical back end and floor operations, offering leadership support, and ensuring the smooth running of day-to-day experiences. This role is primarily floor-based, providing real-time support to both guests and staff, and serving as a leadership presence during operational hours. The Guest Services Manager is not a direct supervisor over the Duty Managers but carries greater responsibility and leadership authority, acting as an extension of management in alignment with museum standards.

Job Responsibility

Schedule requires weekend and holiday work
Willingness to perform the most effective role
Support the interview, onboarding, and training of new museum staff
Assist with the implementation of training procedures and onboarding plans
Help forecast, schedule, and staff the museum efficiently based on sales trends and projected volume
Create and adjust weekly schedules
assist with timecard corrections and time-off approvals
Support Duty Managers in ensuring smooth operational execution and guest service during shifts
Model and uphold high standards of guest experience and team engagement
Reinforce museum policies, procedures, and protocols on the floor
Assist the General Manager in executing strategic operational plans and improvement initiatives
Represent the museum professionally during events, field trips, and community partnerships as needed
Assist in executing field trips, special events, and influencer visits alongside Marketing and Sales
Oversee all FOH and retail inventory, including conducting full inventory counts on a regular basis
Assist placing orders for supplies and merchandise, maintaining inventory levels as needed
Track usage and stock trends in the smartshop with Duty Managers
Monitor and maintain the museum's maintenance at all levels including preventative maintenance
Serves as the delegated authority in the General Manager’s absence, with floor staff having a dotted-line reporting relationship to this role

Requirements

Bachelor's Degree preferred or equivalent experience
Minimum 5 years of working experience in the same or similar job with the same or similar key responsibilities
Proven experience in a leadership role within the entertainment industry
Strong financial management skills with experience in budgeting and P&L responsibility
Ability to produce accurate results, analyze workflow, and set priorities to meet deadlines with minimal supervision
Exceptional communication and interpersonal skills
Demonstrated ability to lead and inspire a diverse team
Knowledge of current best practices within the entertainment environment
Understanding of marketing, sales, and visitor engagement strategies
Self-starter who is organized, detail-oriented, adaptable, responsive, and self-motivated
Advanced proficiency in Microsoft Word programs (Word, Excel, PowerPoint)

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