Guest Services Lead

DISCOVERY WORLD LTD•Milwaukee, WI

1d•$17•Onsite

About The Position

The Guest Services Lead plays a critical role in the daily execution of Discovery World’s public-facing operations by ensuring consistent staffing coverage, effective guest flow, and coordinated operational support across all exhibit areas during open hours. As a highly visible floor leader, this role serves as the primary point of contact for radio communications, break coverage, group orientations, and emergent guest service needs, while actively modeling Discovery World’s standards for guest engagement, professionalism, and teamwork. This position is operationally focused, hands-on, and fast-paced, requiring strong situational awareness, sound judgment, and the ability to make real-time decisions that maintain coverage continuity and resolve issues effectively. Beyond leading by example, the Guest Services Lead is expected to positively influence team performance on the floor - setting clear expectations and motivating staff to deliver consistent, high-quality guest experiences. The Guest Services Lead works collaboratively with the Front End Supervisor, Guest Engagement Supervisor, and Museum Operations Supervisor to support a safe, welcoming, and well-coordinated museum environment, while helping bring operational priorities and guest experience standards to life across the frontline team.

Requirements

A minimum of three (3) years of customer service experience in a museum, hospitality, or comparable guest-facing environment preferred.
Demonstrated excellence in guest services and frontline operations within a public-facing setting.
Demonstrated ability to provide situational leadership, coordinate staff coverage, and support real-time operational needs on the floor.
Strong communication skills with the ability to remain calm, professional, and guest-focused in fast-paced or high-pressure situations.
Proven ability to multitask, make sound decisions quickly, and adapt to changing operational priorities.

Nice To Haves

Prior lead, shift-lead, or informal leadership experience in a guest-facing or operational environment.
Familiarity with ticketing, point-of-sale, or CRM software systems.
Working knowledge of crowd management, group logistics, and frontline operational support.
Demonstrated commitment to inclusive, welcoming guest experiences across diverse audiences.
Comfort using two-way radios and basic operational or scheduling systems.

Responsibilities

Ensure consistent staffing coverage across all exhibit areas during open hours, adjusting assignments in real time based on operational needs.
Proactively prioritize and reallocate coverage using attendance trends, peak-volume indicators, and observed guest flow to support high-traffic areas.
Serve as the primary on-floor coverage for exhibit staff breaks, lunches, and short-term staffing gaps.
Provide flexible operational support across all public-facing needs, including assistance at the admission desk when required.
Monitor and maintain adequate levels of exhibit consumables and cleaning supplies in exhibit areas, coordinating restocking as needed to ensure guest-ready spaces throughout the day.
Serve as a visible, approachable leader on the museum floor, modeling excellent guest service and engagement standards.
Proactively engage guests in informal STEM learning conversations that spark curiosity, support discovery, and enhance the overall exhibit experience.
Respond to and resolve guest concerns, questions, and service recovery situations in real time, escalating when appropriate.
Support welcoming practices for all museum guests; including families, school groups, summer campers, event attendees, and members
Serve as a primary responder to radio communications.
Independently resolve routine operational issues (e.g., minor guest concerns, short-term coverage adjustments, basic crowd flow redirection) using established procedures and best judgment.
Escalate complex, sensitive, or safety-related issues to the appropriate supervisor in a timely and professional manner.
Coordinate with Guest Services leadership to address real-time issues such as crowding, maintenance concerns, or safety needs.
Clearly and professionally relay information to staff, supervisors, and managers to ensure alignment and timely response.
Conduct or support group orientations for school groups and other organized visits as needed.
Coordinate timing and logistics of group arrivals with Education team to minimize disruption to general guests.
Assist volunteers with program logistics, including set-up and tear-down of tables, materials, and spaces for activations and special events.
Provide on-the-floor operational support during programs, high-volume days, special events, and peak attendance periods.
Assist in maintaining safe, clean, and functional exhibit spaces by identifying hazards, reporting issues, and coordinating responses.
Support emergency procedures and incident response as directed, including crowd management and guest communication.
Ensure policies and procedures related to guest conduct, exhibit use, and safety are consistently applied.