Guest Experience Manager

KOHL CHILDRENS MUSEUM OF GREATER CHICAGO INC•Glenview, IL

About The Position

Reporting to the Director of Guest Experience, the Guest Experiences Manager (GEM) is responsible for overseeing the Guest Experiences team at the front desk and on the Museum floor, to ensure an outstanding guest experience. This role includes managing staffing levels and schedules, facilitating training and development, maintaining operational efficiency, and enhancing the Museum’s front-line experience. The GEM will oversee front desk operations, visitor engagement, and admissions processes while ensuring consistency in customer service standards. This role also will collaborate with membership, marketing, and education teams to optimize visitor experience and revenue opportunities.

Requirements

Bachelor’s degree or equivalent work experience in customer service, hospitality, or a related field
Minimum of 2 years’ management experience in a customer service environment, preferably with young children
Strong leadership skills with the ability to mentor and manage a team effectively
Exceptional customer service and conflict resolution abilities
Proficiency in Microsoft Office Suite and familiarity with POS or database management systems (Altru/Blackbaud preferred)
Strong verbal and written communication skills
Ability to maintain confidentiality and exercise discretion in handling sensitive matters
Must have flexibility in work schedule, including weekends and occasional evenings
Valid driver’s license, own vehicle and good driving record
Customary office-related activities: standing, walking, sitting, bending
Moderate lifting (up to 25 pounds)

Nice To Haves

Experience in a non-profit or museum setting is preferred

Responsibilities

Ensure seamless front desk operations, including guest admissions and membership sales
Model excellent customer service, ensuring a high-quality experience for all visitors
Collaborate with Membership to strategize and meet sales goals for memberships
Assist with admissions procedures, including data entry, cash handling, and reporting
Monitor and maintain visitor flow and experience, including museum entry processes and capacity management
Develop and implement strategies for continuous improvement in guest satisfaction
Work closely with the Education Department to integrate visitor engagement programming
Partner with the Marketing and Communications team to ensure branding consistency and guest messaging
Track visitor feedback and implement improvements based on guest surveys and data analysis
Oversee guest service initiatives, ensuring high engagement and satisfaction levels
Supervise, mentor, and coach Guest Experiences team in all aspects of their roles
Lead daily team meetings to discuss Museum programs, initiatives, and special events
Conduct performance evaluations, provide feedback, and manage performance concerns with guidance from leadership and HR
Conduct interviewing, selection, onboarding, and training of new staff members
Train staff and volunteers on customer service, front desk operations, safety, and Museum policies
Ensure staff are adequately trained in youth-appropriate interaction, emergency response, and museum procedures
Direct the day-to-day operations of the Guest Experiences Team
Ensure adequate staffing coverage, including break schedules and shift rotations
Maintain and update training materials and procedures for Guest Experiences team
Act as first responder in emergency situations such as first aid, evacuation, and lockdowns
Train and ensure staff readiness for handling emergencies and visitor-related concerns
Perform other duties as assigned