Manager of Guest Services

ARKANSAS MUSEUM OF FINE ARTS•Little Rock, AR

11d•Onsite

About The Position

The Arkansas Museum of Fine Arts (AMFA), located in Little Rock, Arkansas, seeks a Manager of Guest Services to lead a high-performing front-line team and help shape an exceptional guest experience across the Museum. Now open for three years, AMFA has established itself as a dynamic cultural hub for the region, welcoming audiences to exhibitions, performances, art classes, programs, dining, retail, and community gathering spaces. This role is essential to ensuring every guest interaction reflects AMFA’s commitment to being America’s most inviting museum. The Manager of Guest Services is responsible for leading the Guest Services team and setting the tone for a welcoming, knowledgeable, and hospitality-driven experience for all guests and members. This position oversees daily front-of-house operations, staff training and scheduling, service standards, guest satisfaction practices, and cross-departmental communication to ensure the team is equipped to support all Museum activities. The role also requires strong database and reporting skills, including the use of Tessitura to maintain accurate patron records, support data-informed decision-making, improve check-in and membership experiences, and help build dashboards, metrics, and workflows that strengthen guest engagement across the Museum.

Requirements

Highly organized, proactive, and guest-centered leader with strong interpersonal and communication skills.
Experience leading, training, and scheduling front-line or hospitality-focused teams.
Knowledgeable about theater ticketing, ushering, seat maps, and other front of house operations.
Demonstrated commitment to hospitality, customer service excellence, and creating welcoming environments for diverse audiences.
Experience working with patron, ticketing, membership, or CRM databases; Tessitura experience strongly preferred.
Bachelor's degree or equivalent combination of education and relevant experience in guest services, hospitality, arts administration, or a related field.
Ability to work nights and weekends when needed.

Nice To Haves

Tessitura experience strongly preferred

Responsibilities

Lead, coach, and develop the Guest Services team to deliver a consistently warm, informed, and hospitable experience for all guests and members.
Oversee daily front-of-house operations, including welcome desks, phone coverage, check-in processes, and staffing plans for regular operations and concurrent events.
Establish service routines and hospitality standards that ensure the Atrium, 1937 Desk, Cultural Living Room, and other public-facing spaces are welcoming, organized, and guest-ready throughout the day.
Evaluate the guest journey across the Museum and identify more accessible approaches that reduce barriers, ease stress points, and create memorable touch points.
Train, inform, and mentor team members on Museum exhibitions, programs, membership, events, and regional attractions so they can serve as knowledgeable and welcoming ambassadors for AMFA and Little Rock.
Coordinate professional development opportunities, hospitality training, and cross-departmental learning experiences that strengthen service quality and staff engagement.
Maintain accurate patron and member records in Tessitura and promote strong data collection practices that support complete, useful, and actionable customer information.
Provide oversight and support for registration of the Windgate Art School, Children’s Theater, concerts, and other programming throughout the Museum.
Support improvements to guest surveys, recognition programs, membership experiences, and check-in workflows that enhance service, increase engagement, and celebrate team success.
Partner with Marketing and other departments to use guest data to better understand audience behavior, support outreach, and communicate AMFA’s local, regional, and broader impact.
Support the continued development of front-line systems and tools, including Tessitura upgrades, dashboard creation, and improved reporting practices.
Perform other related duties as assigned.