Experience Manager

Museum of Ice Cream•Boston, MA

About The Position

Museum of Ice Cream is seeking an energetic, hospitality-driven Experience Manager to help lead guest experiences on the museum floor. Reporting directly to the Assistant General Manager, this hands-on leadership role leads Show and Service Ambassadors (Scoops) and performers to deliver memorable guest moments. The Experience Manager maintains an engaging, playful, on-brand guest journey while supporting smooth daily operations and strong team performance. The role calls for floor presence, creativity, operational awareness, and the ability to balance hospitality, fun, and standards while leading with positivity, accountability, and clear communication. The Experience Manager supervises floor operations, staffing and breaks; coaches and develops team members; supports hiring, onboarding, training, events, and guest issue resolution; and assists with Food & Beverage and retail inventory. The role also supports cleanliness, food safety, sanitation, operational procedures, and incident documentation. The position reports to the Assistant General Manager.

Requirements

At least 4 years of leadership experience in hospitality, attractions, experiential venues, entertainment, or guest-focused environments.
Ability to bend and lift objects weighing up to 40 pounds.
Ability to stand and walk for extended periods, up to 8 hours.
Strong passion for guest experience and hospitality leadership.
Experience working in high-energy, fast-paced environments.
Strong communication, organization, and leadership skills.
Ability to work evenings, weekends, and holidays.

Responsibilities

Supervise and support the daily guest experience on the museum floor, ensuring interactions reflect the Museum of Ice Cream brand.
Assign and manage Show and Service Ambassador station placements; ensure rooms and activations are staffed; and maintain the daily floor deployment board, including staffing changes and coverage needs.
Create and manage break schedules while maintaining operational coverage.
Maintain a high-energy, joyful environment and provide real-time coaching and feedback to team members.
Issue coaching as needed and ensure documentation and follow-up; maintain performance tracking logs and attendance control logs.
Assist with new-hire auditions, onboarding, and training.
Host daily pre-shift meetings covering operational updates, guest expectations, safety reminders, and team engagement.
Recognize strong performance through positive reinforcement and team recognition.
Issue and oversee completion of daily opening and closing checklists.
Monitor guest flow and assist with crowd management throughout the museum.
Support coordination of birthday parties, private events, and special activations.
Assist leadership with incident reporting, operational communication, and guest issue resolution.
Assist with oversight of Food & Beverage and retail inventory operations, including monitoring stock levels, supporting par levels and product rotation, and coordinating counts, restocking, and ordering with leadership.
Keep storage areas organized and labeled, and compliant with food safety and sanitation standards; help maintain clean, organized back-of-house, storage, supply, and preparation areas.
Reinforce cleanliness, organization, and operational readiness across departments.
Promote shop and café items, engage guests using basic sales techniques, encourage repeat visits, and support the team in meeting sales targets.
Contribute to hiring and onboarding, helping new team members integrate effectively.
Set clear expectations for individuals and the team, make informed decisions to resolve guest concerns and maintain smooth operations, balance team needs and service quality, follow procedures, and escalate issues when appropriate.
Ensure compliance with Museum of Ice Cream procedures and brand standards, including uniform standards, radio communication, and operational procedures.
Ensure adherence to Southern Nevada Health District sanitation and food safety regulations; follow safety protocols and support incident documentation.