Guest Services Manager

Strong National Museum•Rochester, NY

About The Position

The Strong is a highly interactive, collections-based museum devoted to the history and exploration of play. In addition to being one of the country’s largest history museums, The Strong’s unwavering commitment to creating memorable guest experiences has earned it the reputation for being one of the leading museums serving families. Reporting to the Director of Guest Services, the Guest Services Manager is responsible for leading, guiding, and managing a team of supervisors, full-time and part-time host staff to meet and exceed the museum’s high standard for guest services. This includes satisfactorily resolving non-routine guest services concerns, handling day-to-day oversight of one of the entities within the guest services areas of responsibility, and training and mentoring of staff. This position requires an exceptionally personable, patient individual who embraces and models outstanding guest service and has outstanding conflict management skills. It is expected that the guest services manager will become proficient in, and maintain expertise of, all front-line roles within the guest services function.

Requirements

High school diploma or equivalent required; bachelor’s degree or equivalent experience preferred.
Flexible availability, including weekends, holidays, and peak periods.
Strong guest service orientation with the ability to serve as a professional and welcoming ambassador to diverse audiences, including staff, educators, donors, and senior leadership.
Ability to enforce policies and procedures while maintaining a high level of customer service.
Strong interpersonal, communication, and conflict resolution skills; able to navigate complex or sensitive situations with professionalism, discretion, and sound judgment.
Demonstrated leadership skills, including coaching, team development, and the ability to build trust and collaboration across teams.
Effective organizational, time management, and multitasking skills in a fast-paced, dynamic environment.
Proactive problem-solving skills with the ability to adapt quickly and take initiative.
Experience training and supporting staff; ability to plan, coordinate, and oversee team activities.
Basic computer proficiency, including Microsoft Office (Word, Excel, Outlook).
Ability to obtain First Aid/CPR certification (adult and child) and complete NARCAN training.

Nice To Haves

Bilingual communication skills.
Experience working with youth, school groups, or large crowds.

Responsibilities

Deliver exceptional guest service by creating a welcoming, respectful, and engaging environment for all museum visitors.
Anticipate and respond to guest needs, questions, and concerns in alignment with the museum’s service standards.
Demonstrate initiative and enthusiasm to consistently enhance the overall guest experience.
Maintain a strong working knowledge of the museum’s mission, history, exhibits, programs, and events, and effectively share this information with guests.
Ensure reliable attendance and punctuality in accordance with scheduled shifts.
Communicate effectively using a two-way radio to coordinate with guest services, security, environmental services, and public programs teams; respond promptly to incidents, maintenance needs, and safety concerns.
Support guest and staff safety by assisting with first aid response, monitoring guest activity, and following established emergency procedures (e.g., evacuation, fire, or other incidents).
Oversee daily staffing assignments to ensure appropriate coverage; adjust staffing levels as needed to meet guest demand.
Supervise and support guest services supervisors and hosts, including coaching, performance feedback, and collaboration with leadership on employee relations matters.
Identify high-potential team members and support their development through coaching and mentoring.
Lead team communications, ensuring timely dissemination of updates related to operations, policies, training, and museum initiatives.
Oversee completion of daily operational responsibilities, including inspections of attractions (e.g., train, carousel, ropes course), exhibit readiness, and opening/closing procedures.
Assist with onboarding and training of new staff, including facilitating orientation and ensuring access to scheduling and payroll systems.
Foster a positive, inclusive team environment that supports engagement and high performance.
Manage inventory of gallery supplies and coordinate replenishment as needed.
Proactively identify and resolve operational challenges while supporting team decisions and organizational priorities.
Collaborate across departments to support overall museum operations and team success.