Guest Services Operations Specialist

Scott Family Amazeum•Bentonville, AR

22h•Onsite

About The Position

The Scott Family Amazeum is a hands-on, interactive museum in Northwest Arkansas and recognized as a 501 (c)(3) non-profit organization. We create a fun environment where risk taking, imagining, problem solving, discovery, collaboration, and exploration bring children and adults together to learn and grow. Core Purpose: The Amazeum exists to spark and nurture the curious and creative spirit in all of us. Through experiences with the Amazeum, individuals and the community are engaged in building relationships and developing identities as creative, curious, and innovative shapers for the region. Learning at the Amazeum is an active, playful exploration that inspires curiosity. It is rooted in inquiry-based discovery and involves an element of risk. Hands-on learning opportunities allow guests to exercise critical thinking in the context of play. The Amazeum facility includes approximately 50,000 square feet of indoor space and one acre of outdoor exhibition and activity space. The museum is located at the intersection of Museum Way and J Street in Bentonville, AR. The Guest Services Operation Specialist is the primary Guest Services leader on the floor Wednesday through Sunday, providing day-to-day leadership for Guest Services Associates and is the shift leader for front-of-house operations across admissions, the museum store, and lobby spaces in both the main building and the Hangout. Reporting to the Guest Services Manager, the Guest Services Operations Specialist supports daily operations, coaches and develops Guest Services Associates, reconciles cash and prepares deposits, and models the warm, curious welcome that shapes each guest’s first and last impression of the Amazeum. This is an active, working leadership role—not a desk-based position. The Guest Services Operations Specialist spends approximately 90% of their time on their feet and actively on the floor, engaging with guests, coaching and supporting team members in real time, troubleshooting operational needs, responding to guest concerns, and stepping in wherever needed to keep the guest experience running smoothly. The Guest Services Operations Specialist is expected to exercise independent judgment, solve problems in the moment, and consistently model the service, professionalism, curiosity, and energy expected of the Guest Services team.

Requirements

High school diploma or equivalent.
Two or more years of guest-facing customer service experience, including at least one year in a lead, keyholder, or supervisory capacity.
Demonstrated experience with cash handling, point-of-sale systems, and daily reconciliation.
Availability to work the scheduled Wednesday through Sunday shifts, including weekends and occasional evenings, events, and holidays.
Ability to communicate clearly, warmly, and professionally with guests of all ages and with staff.
Ability to remain calm and exercise sound judgment in busy or high-pressure situations.
Comfort engaging with children and families in an active, noisy, play-based environment.
Provide the necessary documentation to prove that you are a U.S. citizen, permanent resident, or a foreign national with authorization to work in the United States.
Complete and pass a background check.
Stand and walk for extended periods, up to eight hours per shift.
Frequently bend, stoop, kneel, and crouch, including lowering to a child’s eye level.
Lift, carry, push, or pull up to 40 pounds, including merchandise, supplies, and event equipment.
Reach overhead and occasionally work at height using a step stool or ladder.
Work in an environment with variable noise levels, crowds, and intermittent outdoor exposure.
Use a computer, tablet, and point-of-sale terminal for extended periods.

Nice To Haves

Prior experience in a museum, attraction, hospitality, or retail leadership role.
Experience training, coaching, or onboarding staff.
Bilingual (Spanish and English) communication skills.
Familiarity with Altru or a comparable ticketing, membership, or CRM platform.
Current First Aid and CPR certification, or willingness to obtain within 90 days of hire.
Experience supporting guests with a range of accessibility and sensory needs.

Responsibilities

Serve as the on-the-floor leader, visible and accessible to both guests and staff throughout each assigned shift.
Direct daily operations for Guest Services and the museum store, ensuring an efficient, guest-focused flow.
Build and manage daily shift assignments, including registers, tills, and break rotations.
Reconcile cash drawers, verify tills, and prepare bank deposits accurately and on schedule.
Complete opening and closing procedures for the Guest Services area, including end-of-day reporting and securing cash.
Exercise independent judgment to make confident, informed decisions during day-to-day operations, escalating by exception.
Ensure staff adhere to Amazeum policies, procedures, and “Amazeum Look” standards.
Maintain a clean, orderly, and engaging lobby environment.
Partner with the Guest Experience Team Leads, Event Sales and Operation Manager, Cafe Chef and Retail Store Manager to ensure alignment across operations.
Serve as a role model for outstanding guest service — approachable, positive, and proactive.
Greet arriving guests promptly and orient them to exhibits, programs, and membership options in a way that extends their visit.
Respond to guest needs, first aid situations, and safety concerns following Amazeum best practices.
Resolve guest concerns in the moment, using independent judgment within established guidelines.
Support a welcoming environment where all guests feel included, safe, and valued.
Gather and communicate guest feedback to leadership to inform improvements and training needs.
Collaborate with the Guest Experience team to bring playful, science-based engagement into the lobby environment.
Train, mentor, and coach new and current Guest Services Associates in guest service, communication, and point-of-sale systems.
Provide in-the-moment coaching and regular feedback to help staff grow in skill and confidence.
Support the Guest Services Manager in developing onboarding tools and ongoing training.
Develop Lead Explorers through structured practice in cash handling, shift leadership, and coaching, and provide input on their readiness to advance.
Encourage teamwork, accountability, and an inclusive, guest-centered culture across all shifts.
Model calm, respectful communication and problem solving during busy or stressful moments to set the tone for the team.
Monitor and manage the Amazeum’s [email protected] email inbox, ensuring timely, accurate, and friendly responses to guest inquiries.
Route messages to appropriate departments when necessary and follow up to ensure guest concerns are addressed.
Maintain detailed knowledge of museum programs, memberships, and policies to effectively answer questions by email or in person.
Support scheduling and coverage planning to ensure proper staffing for daily operations and peak periods.
Maintain inventory of lobby supplies.
Contribute to staff meetings and leadership check-ins with operational insights and updates.
Represent the Amazeum in a professional, upbeat, and mission-aligned manner at all times.
Serve as a Guest Services Associate as needed to support operations.