Guest Experience Manager

Exempt: Full-Time, Exempt 
Location: 929 E Wisconsin, Milwaukee WI 53202 

Our Mission

Inspire all children to wonder and explore their world through play and innovative, hands-on learning experiences.

Become a valued member of the Betty Brinn Children’s Museum’s (BBCM) team!
We are looking for enthusiastic, positive, and driven, team players with a passion for early childhood education to help us reach our goal of providing ALL children with high-quality, hands-on, playful learning experiences. We believe teamwork stems from supportive and collaborative discussions. We invest in our team member’s professional growth and celebrate curious minds.   

At the Museum, we are committed to equal employment opportunities for all employees and job applicants, and it prohibits any form of discrimination or harassment based on factors such as race, color, religion, age, gender, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local laws.

If you require reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact Libby Cable Director of People and Culture [email protected]. 

Position Summary:
We are seeking a dynamic and results-driven Guest Experience Manager to lead our team in delivering exceptional guest services at Betty Brinn Children’s Museum. This role oversees all aspects of daily museum operations, including opening and closing procedures, front desk operations, staffing and scheduling, supply management, responding to guest inquiries, and booking events. 

If you have a "can-do" attitude, take initiative, and thrive in a collaborative environment, we encourage you to apply. The ideal candidate will have a strong background in customer service and team leadership, with a passion for creating welcoming and family-friendly experiences for children and their families.

The Guest Experience Manager serves as the primary point of contact for visitors, ensuring the museum remains a welcoming, inclusive, and safe environment for families.

This position supervises the Guest Experience team.

Responsibilities and Duties:

• Develop and maintain schedules for guest services, ensuring adequate staffing for regular operations, café and gift shop services, birthday parties, after-hours functions, and special events.
• Manage daily operations, including opening and closing procedures, front desk operations, admissions, payments, membership sales, crowd control, and addressing guest inquiries.
• Recruit, train, and mentor a high-performing team of customer service professionals.
• Set clear expectations, establish goals, manage performance, and provide regular feedback, performance evaluations, and development opportunities.
• Foster a positive, collaborative work environment dedicated to exceptional guest service.
• Maintain and update policies and procedures to enhance the Museum experience.
• Manage the departmental budget, including procurement, purchasing, and resource allocation, ensuring alignment with organizational goals.
• Respond promptly and professionally to health, safety, or guest concerns, ensuring swift and effective resolution.
• Collaborate with all functions and teams to ensure smooth daily operations and effective information sharing.
• Ensure adherence to safety protocols and policies throughout the museum.
• Conduct regular checks to maintain a safe and secure environment for guests and staff.
• Coordinate with the facilities team to ensure the Museum is clean, safe, and suitable for guests. 
• Other duties as assigned.

Qualifications: 

Three-five years of progressive experience leading, supervising and developing diverse teams, with strong background in customer service and team leadership. 

Skills & Abilities:

• Strong background in customer service, with a commitment to enhancing the guest experience and fostering a positive, inclusive museum environment.
• Proven ability to solve problems and make sound decisions under pressure.
• Positive, proactive, and collaborative attitude.
• Excellent verbal and written communication skills, with the ability to effectively engage with both staff and guests.
• Highly motivated self-starter with strong organizational skills, adept at managing multiple tasks and projects simultaneously.
• Demonstrated experience in managing and leading high-performing teams.
• Commitment to the Museum's mission and values.
• Creativity and initiative in developing solutions and driving improvements.
• Strong collaboration skills and dedication to fostering a team-oriented environment.
• Adaptability to thrive in a fast-paced, dynamic setting.
• Flexibility to work evenings, weekends, and holidays, as needed.

Benefits & Salary: 

BBCM offers a generous benefits package, including but not limited to the following:

• Medical Insurance (BBCM pays 80% of cost)
• Dental Insurance (BBCM pays 80% of cost)
• Vision, Critical Illness, Accidental Insurance, Supplementary Life, and Accidental Death  Dismemberment eligibility
• HSA with employer contributions
• HRA employer-paid plan
• Employer-paid plans for Life and Accidental Death and Dismemberment Insurance &
• Long-Term Disability
• 401k with the Museum contributing 5% at year-end (not matching every pay period)
• 18 days PTO
• Dedicated Sick Time 
• Nine Paid Holidays 

Salary: 

Starting salary begins at $60,000