Guest Engagement Assistant Manager - Welcome Desk

Marbles Kids Museum•Raleigh, NC

8d•Onsite

About The Position

Marbles Kids Museum is a nonprofit children’s museum and IMAX Theatre in downtown Raleigh, serving families, school groups, and community organizations with play-based exhibits, camps, movies, and special events. The Guest Engagement Assistant Manager leads guest-facing museum operations, supports the Welcome Desk and group arrivals, and helps ensure that every visit begins with a welcoming, engaging experience. The role oversees daily museum workflows and the Guest Engagement Team, supports safe and welcoming exhibit conditions, provides customer service and operational guidance, and helps deliver training for Welcome Desk and group-arrival procedures. The assistant manager also supervises work-study team members, Guest Engagement Hosts, and volunteers; assists with staffing and timecards; and provides coaching and performance check-ins. The position requires a flexible schedule, primarily Sunday through Thursday, with availability for weekends, evenings, holidays, and peak seasons.

Requirements

At least 2 years of experience in a customer service setting.
At least 1 year of experience leading or shift-supervising a team.
Strong customer service and engagement skills, particularly with families and young children.
Ability to model high-quality guest service and playful professionalism, demonstrate flexibility, and manage staff in a fast-paced environment with changing demands.
Excellent verbal and written communication skills.
Ability to work a flexible schedule primarily consisting of Sunday through Thursday, including weekends, evenings, holidays, and additional availability during peak seasons.
Ability to walk, stand, stoop, bend, and reach; stand for long periods; occasionally use a ladder and go up and down stairs; and frequently lift and/or move up to 30 pounds.
Ability to work in all weather conditions, as some duties take place in outdoor exhibits and courtyards.

Nice To Haves

Knowledge of and experience with Tessitura point-of-sale system.
Work experience with families and young children, in a museum environment, or in a direct care setting.

Responsibilities

Serve as museum lead and support successful daily museum operations and guest experience.
Oversee daily museum workflows and direct the Guest Engagement Team.
Lead museum opening, closing, and resets, maintaining exhibits in safe, clean, welcoming, and playable condition.
Provide guests with information, guidance, and personalized recommendations; interact playfully with guests to enhance learning and play.
Provide customer service at the Welcome Desk, process payments, and handle complaints and issues.
Stock supplies, manage delivered packages, and receive products as directed.
Communicate scheduling, equipment, inventory, and other operational issues to the appropriate team.
Complete end-of-day reports and follow-up items concerning maintenance, team performance, groups, birthdays, and programs.
Execute the Marbles Emergency Action Plan during emergencies.
Step into any Guest Engagement role as needed to provide a cohesive guest experience.
Develop and implement Play Plan Meeting schedules to communicate information and daily operational happenings.
Keep back-of-house Guest Engagement spaces and task supplies organized and in excellent condition; replace supplies as needed.
Assist in designing and delivering Welcome Desk and group-arrival training, organization standards, and procedures.
Collaborate with the Manager of Welcome to develop and deliver Tessitura and customer service training, including new-hire training and team meetings, and lead by example.
Collaborate with the Assistant Manager of Exhibit Activation to oversee, greet, mentor, and train Guest Engagement volunteers.
Manage lost and found items weekly.
Interview, hire, and train new Guest Engagement work-study team members.
Approve work-study timecards and assist with scheduling.
Supervise shifts and train Guest Engagement Hosts and volunteers.
Coach work-study students and conduct monthly check-ins to support performance and growth.
Perform other duties assigned by the supervisor.

Benefits

Medical, dental, and vision insurance.
Health Savings Account and flexible spending accounts.
Life and AD&D insurance.
Short- and long-term disability insurance.
Parking benefits and GoTriangle Bus Pass.
Paid time off: 17 vacation days and 9 holidays.
Eligibility to participate in the Company’s 401(k) program with employer matching after a waiting period.
Employee Assistance Program.
Marbles perks and discounts.
Fitness benefits.