Guest Experience (GE) Lead

TITLE: Guest Experience Lead

DEPARTMENT: Operations Attractions

REPORTS TO: Guest Experience Supervisor

LOCATION: New York, NY

HOURS: Full time 

PAY TYPE: Hourly

PAY RATE: $20.00 per Hour

FLSA STATUS: Non-Exempt

Role Summary

At the Museum of Sex, the Lead, Guest Experience drives the experience for each and every guest that visits the Museum’s galleries and Superfunland. The Lead, Guest Experience works closely with the Guest Experience team to execute on the Museum’s goals of creating a guest-focused and fun culture, while keeping safety top of mind. The Lead, Guest Experience takes an active role in the training of all new department hires and provides Associates with coaching.  

Primary Job Responsibilities

• Be an example of guest service excellence for the Associates, Guest Experience and other departments 

• Be an example of guest service excellence for the Associates, Guest Experience and other departments 

• Report all guest complaints and staffing challenges to the Senior Leadership Team, as needed 

• Handle operational challenges as they occur 

• Will be in rotation for department lead responsibilities (opening, running, and closing the guest experience department)  

• Take an active role in training all incoming new hires to the department 

• Maintain appearance and functionality of galleries and Superfunland – partnering with management 

• Be knowledgeable about the museum, its history, programs, and special events and effectively communicate this information to guests. 

• Perform additional duties as required. 

Employee Qualifications 

• You are passionate about providing an exemplary experience for guests 

• You have an exuberant, outgoing personality and you are eager to engage guests with a smile 

• You have excellent communication skills, and the ability to speak and connect to all people 

• You are a dependable and friendly individual that enjoys working with a team.  

• You thrive working in a fast-paced, dynamic environment. 

• You have the ability to work nights, weekends, and some holidays 

• Strong interpersonal skills and the ability to communicate effectively and clearly in stressful situations and maintain a calm demeanor. 

• Multilingual is a plus!  

• Strong work ethic and ability to work effectively as part of a team  

Physical Demands / Work Environment

• The physical demands and work environment described in this job description is representative of those that the employee will encounter and are expected to meet to successfully perform the essential functions of the job. 

• Able to move from place to place which may include standing and/or walking for extended periods of time; lift and carry up to 30 pounds short distances 

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is required to stand, walk, sit, talk, listen, and use hands to lift boxes and equipment. 

• The work environment is an indoor, climate-controlled public area of assembly. The noise level varies throughout the venue, some areas are very quiet while others contain reasonably high noise levels. There is ample lighting throughout the venue. There are no hazards and no protective devices worn or used in the office work environment.