Lead, Holiday Experience (Seasonal)

Denver Museum of Nature & Science•Denver, CO

10d•Onsite

About The Position

The Denver Museum of Nature and Science is seeking an energetic, guest-focused seasonal lead for their Magical Winter Nights event. This role is a blend of stage management, problem-solving, guest experience advocacy, and behind-the-scenes support. The Experience Lead will be responsible for preparing event spaces, ensuring experiences are show-ready, supporting team members, resolving issues, and ensuring guests have a magical winter journey. This is a full-time, seasonal position running from mid-October through January 5, 2027, requiring evening, holiday, and weekend availability.

Requirements

Minimum of 1 year experience working in an experience/theater/entertainment focused environment.
2 years of experience in a fast-paced customer service environment.
Effective communicator with both guests and internal teams.
Ability to work evenings, weekends, and holidays, including December 24, 2026, December 31, 2026, and January 1, 2027.

Nice To Haves

Strong organizational and communication skills.
Ability to keep things running smoothly across multiple teams and locations in a fast-paced, dynamic environment.
A positive, can-do attitude with a passion for creating memorable guest experiences.
A proactive problem-solver who can quickly assess situations, identify solutions, and take action to keep nightly operations running efficiently.

Responsibilities

Ensure the experience is show-ready each day by prepping spaces, escalating concerns, and tracking inventory and condition of experience items.
Troubleshoot basic technical issues and coordinate with technical staff.
Maintain a safe, organized, and guest-focused event environment.
Collaborate with Guest Services & Retail Operations.
Conduct walkthroughs of the experience, adjusting and refreshing areas as needed, and observing guests to enhance their experience.
Handle multiple tasks, needs, and customer interactions simultaneously in a fast-paced environment.
Serve as the first point of contact for experience concerns and escalate to the Manager on Duty when appropriate.
Lead trainings and mentor staff on duties specific to Magical Winter Nights.
Stay aware of daily staff schedules and advanced ticket sales to make informed decisions about experience needs.
Communicate daily with management regarding updates, concerns, staffing, and scheduling issues.
Oversee the work of support team members to ensure daily tasks are completed according to procedures and standards.
Address guest questions or feedback and escalate as appropriate.
Assist with training and orientation for new team members.
Make decisions and escalations as needed for daily experience needs.