Guest Services Manager

Job Overview

The Guest Services Manager oversees daily staff operations and guest engagement at the Lincoln Children’s Museum, playing a vital role in delivering a world-class experience to both team members and visitors while supporting the Museum’s mission. This role is responsible for hiring, training, scheduling, and evaluating part-time Discovery Team staff, and requires spending at least 80% of the time on the exhibit floor engaging with guests and managing staff. As one of the most public-facing positions at the Museum, the Guest Services Manager is essential to its success, making strong communication, high energy, and exceptional customer service skills critical for the role.

Employment Schedule:

• 8:30am – 4:45pm: M, T, Th, Fri
• 7:30am – 4:45pm: W

This role follows a standard schedule with the understanding that weekend, evening, and holiday hours may be required to support staffing needs, special events, rentals, and peak visitation periods. Flexibility is essential to ensure adequate floor and guest service coverage.

Essential Functions

• Lead hiring, training, supervision, evaluation, and, when necessary, termination of Discovery Team (Playologist) staff.
• Ensure adequate staffing coverage for general admission, special events, rentals, and programs; manage break schedules in compliance with age and hourly regulations. Prior experience managing complex staff scheduling is required.
• Lead and model effective conflict resolution and guest recovery, addressing visitor concerns, staff or volunteer disputes, and incidents on the floor calmly and professionally to maintain a positive, welcoming environment.
• Assist with group visits and field trip check-ins, ensuring a smooth, welcoming experience for school groups and other large parties. Communicate parking instructions and other visitor information related to groups clearly and efficiently.
• Oversee daily floor operations, ensuring proper opening and closing procedures, staff readiness, and consistent guest engagement across all visitor service departments
• Supervise and support part time staff, ensuring staff:

Report to assigned areas and fulfill job roles effectively and efficiently

Ensure they maintain cleanliness and organization and follow all safety protocols

Actively engage guests and provide a welcoming, positive experience.

Collaborate effectively with volunteers in their areas.

Observe exhibit use, intervene in misuse, and encourage safe interaction.

Complete assigned cleaning tasks and identify additional projects.

Use time effectively to serve the Museum at all times.

• Develop, implement, and oversee training programs for part-time Welcome Desk, Tinker Theater, Café, Museum Toy Store, floor staff, and other programmatic roles (Ultimate Birthday Parties, Education Programs and Events, Camp, etc.), in partnership with relevant managers.
• Support daily financial operations, including change orders, deposits, and coordination with accounting.
• Serve as the primary resource for Guest Service procedures, troubleshooting operational issues and maintaining strong working knowledge of membership, parties, group sales, field trips, café, museum toy store and related services.
• Supervise and support Playologists in delivering pop-up programs and activities that engage visitors, enhance the floor experience, and align with the museum’s mission.
• Lead daily shift meetings to communicate updates on events, groups, and programs; ensure staff are prepared for the day’s activities.
• Provide direction and support to volunteers working on the floor or exhibit-related projects.
• Ensure safety and emergency readiness, including leading evacuations, managing incidents, and reporting directly to the Chief Operating Officer.
• Organize and lead monthly meetings for part-time staff; contribute to staff appreciation efforts within the allocated annual budget.
• Monitor and evaluate guest experience levels through formal and informal feedback tools; identify and implement service improvements.
• Contribute creative ideas to enhance programs and visitor experience; evaluate and propose new initiatives across departments.