Guest Services Manager

Meow Wolf•Denver, CO

9d•$78,720 - $88,560•Onsite

About The Position

Meow Wolf opens portals of possibility. Come as you are! We are individuals who inspire creativity in people's lives through art and exploration, so that our combined imaginations can transform the world we live in. We create immersive and interactive experiences that transport audiences into fantastic realms of story and exploration. Our Vision is to be the world’s leading creative company, reimagining the paradigm of art and storytelling, to make a positive difference in the world. We share a strong commitment to Belonging through our values of: Collaborative Creativity, Provocative Playfulness, Outsiders Welcome, Authentic Compassion, and Audacious Courage. The Guest Services Manager is responsible for ensuring the daily operating goals and standards of the Guest Services team are communicated and implemented. The Guest Services Manager embodies the Meow Wolf service model encouraging weirdness, promoting radical inclusion, and demonstrating that the power of creativity can change the world. They set the service standards for the entire Guest Services team and lead them in providing beyond-exceptional experiences to guests through engaged interactions and informative services. The Guest Services Manager has oversight over the following responsibilities: ticketing, POS, special programming, exhibition activations, and other guest-facing duties as assigned.

Requirements

Minimum 5 years supervisory experience as a Guest Services Manager, Box Office Manager, Front of House Manager or similar position (prior work experience in an exhibit, attraction, museum or recreation facility strongly preferred)
Prior Box Office or Ticket Office, Ticketing Software and Point of Sale systems experience
Excellent customer service and communication skills.
Excellent communication skills.
Ability to lead and manage staff.
Good judgment in difficult and complicated management situations.
Ability to maintain an appropriate, dispassionate demeanor in emergencies, difficult customer interactions, and interactions with personnel.
Adaptable to changes in a fast-paced work environment.
Ability to work a flexible schedule including weekdays, weekends, evenings, and holidays.
Must be 21 years of age or older

Nice To Haves

Prior F&B experience preferred
Adult + Child + Infant CPR, AED, and First Aid certification preferred
Prior experience with visual merchandising preferred
Bilingual, especially but not limited to English and Spanish preferred

Responsibilities

Manages labor, productivity, payroll, scheduling, quality control, and safety measures for the Operations Team
Cultivates a culture of feedback by delivering timely and meaningful feedback through coaching and corrective actions; prepares and delivers performance evaluations
Ensures all work centers are appropriately staffed by partnering with HR on hiring efforts and making selection decisions
Establishes and trains staff on best practices and standards. Training areas include guest services, quality control, and safety (regulatory and internal). Ensure staff receives training and support to provide opportunities for growth/development.
Ensures team schedules are written and published in accordance with established protocols and support of Meow Wolf's commitment to work/life balance
Provides coverage for floor management when Assistant Manager or Leads are not scheduled.
Plans and participates in special events and/or programming that have an impact across multiple departments
Maintains inventory management records of supplies, tools, and Guest giveaways that support the operation
Supports and has oversight of all schedules being published for the Guest Services Department
Fosters environment where departments partner with one another - including cross-department communication, identifying efficiencies, and cross training
Fulfill all Manager-on-Duty duties, skills, and knowledge, including the ability to perform any role within the Guest Services area including opening and closing
Responds to injuries and emergencies appropriately
Maintains high standards of organization and cleanliness at all times to maintain a pleasant guest environment for guests
Cross-trains into other areas as required
Follow and enforce safety rules.
Effectively delegate responsibilities and maximize resources.
Other duties as assigned