Description

Play. Lead. Inspire. Become the Amazeum’s Guest Services Manager!

Love fast-paced, people-first environments? Lead a dynamic team, create unforgettable experiences, and bring energy and enthusiasm to a place where fun and learning go hand in hand. Join us!

Position: Guest Services Manager
Reports to: Store Manager/Buyer
Classification: Full Time, Exempt
Salary: $39,500 - $46,000

Scott Family Amazeum Overview

The Scott Family Amazeum is a hands-on, interactive museum in Northwest Arkansas and is recognized as a 501(c)(3) non-profit organization. We strive to create a fun and engaging environment that inspires children and adults to learn and grow together through risk-taking, problem-solving, and imaginative play.

Core Purpose: The Amazeum exists to spark and nurture the curious and creative spirit in all of us.

Our experiences encourage individuals and the community to build relationships and develop identities as creative, curious, and innovative shapers of our region. Learning here is active, playful exploration that fuels curiosity, anchored in discovery and inclusive of an element of risk. Through hands-on experiences, guests exercise critical thinking in the spirit of play.

The Amazeum facility features approximately 50,000 square feet of indoor space and one acre of outdoor exhibit and activity areas. We are located at the intersection of Museum Way and J Street in Bentonville, Arkansas.

Position Summary

The Guest Services Manager serves as a frontline leader, ensuring every guest receives exceptional service from the moment they arrive until they leave. You’ll be highly visible on the museum floor, actively engaging with both guests and team members, leading, coaching, and problem-solving in real time.

In this role, you’ll hire, train, and develop Guest Service Associates and Part-Time Team Leads, while working closely with the Retail Manager (who hires and trains Birthday Party Facilitators and Retail Associates). You are the day-to-day leader for all frontline, guest-facing staff, including Retail Associates and Birthday Party Facilitators. You’ll oversee admissions, the lobby environment, scheduling, and cash-handling processes to keep operations seamless and ensure an outstanding guest experience.

If you’re a natural collaborator who loves fast-paced, people-focused settings—and you’re passionate about building world-class guest experiences—this is the perfect opportunity to shine.

Essential Functions

• Guest Service Leadership & Frontline Engagement
  • Serve as daily leader for Guest Service Associates, Part-Time Team Leads, Retail Associates, and Birthday Party Facilitators, offering guidance and support.
  • Champion an outstanding guest experience by setting high standards for hospitality, service, and efficiency.
  • Provide real-time coaching, conflict resolution, and problem-solving to ensure any guest issue is swiftly addressed.
  • Model top-tier service behaviors and hold the team accountable for exceptional guest experiences.
• Hiring, Training & Team Development
  • Recruit, hire, and onboard Guest Service Associates and Part-Time Team Leads.
  • Develop and deliver training programs to equip your team with the skills and knowledge needed for world-class service.
  • Collaborate with the Retail Manager to ensure Retail Associates and Birthday Party Facilitators are fully trained on guest service standards and problem-solving.
  • Coach and mentor staff daily, fostering a culture of accountability and collaboration.
• Cross-Departmental Collaboration
  • Partner closely with the Retail Manager to ensure flawless teamwork between Guest Services, Retail, and Birthday Party teams.
  • Work with the Membership Team to train frontline staff on membership promotions, acquisitions and renewals, increasing guest engagement.
  • Collaborate with the Education Team to deliver a cohesive guest experience from the lobby to the exhibit halls.
  • Coordinate with Marketing and Community Engagement teams to support guest-focused initiatives.
• Cash Handling & Financial Reconciliation
  • Oversee accurate and secure cash-handling procedures at admissions and other transactional touchpoints.
  • Train and monitor team members on POS systems, and daily reconciliations.
  • Collaborate with the Accounting Manager to ensure adherence to all cash-handling policies and audit standards.
• Operational Oversight & Scheduling
  • Create and manage schedules for Guest Service Associates and Part-Time Team Leads, ensuring sufficient coverage during peak hours and special events.
  • Keep the lobby and admissions areas clean, organized, and welcoming, reflecting the Amazeum’s friendly and inclusive mission.
  • Coordinate with other teams to ensure readiness for large-group visits, special programs, and museum-wide events.
• Guest Experience Optimization & Data-Driven Decision-Making
  • Take initiative in learning and using Tessitura (our CRM) to pull and analyze guest data, identify trends, and enhance the guest experience. 
  • Engage with training resources for Tessiture to develop system expertise and optimize its use. 
  • Use MS Excel to organize, interpret, and present data effectively.
  • Apply data insights to refine service strategies and drive informed decision-making for key performance indicators (KPIs) such as attendance, membership sales, guest satisfaction, and revenue.
  • Research and apply best practices from other museums and retail/hospitality operations to keep elevating the guest experience.

General Duties

The responsibilities listed above are not exhaustive. The Amazeum may revise or assign additional duties to this position to accommodate evolving organizational needs.

Qualifications

Minimum Qualifications

• High school diploma or equivalent.
• 3 years of leadership experience in guest services, hospitality, retail, or museum operations.
• Demonstrated success in hiring, training, and coaching teams, with a proven ability to hold staff accountable.
• Experience in real-time problem-solving and conflict resolution in a guest-facing environment.
• Proficiency in cash handling, POS operations, and financial reconciliation.
• Availability to work flexible hours, including evenings, weekends, holidays, and special events.
• Excellent communication and organizational skills, with a collaborative, people-first leadership style.

All applicants must be able to:

• 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.

Physical Requirements

• Ability to stand and walk for extended periods while engaging with guests and staff on the museum floor.
• Ability to occasionally lift or move items up to 30 lbs. (e.g., event supplies).
• Ability to work effectively in a busy, interactive environment, both indoors and outdoors as needed.
• Ability to work in an environment of moderate to excessive noise levels. 
• Frequent use of hands and fingers to operate computers, point-of-sale (POS) systems, two-way radios, and other equipment.
• Visual acuity and manual dexterity to read reports, analyze data, and monitor guest interactions.
• Ability to respond quickly to emergencies and navigate crowds safely.

Preferred Qualifications

• Bachelor’s degree in a related field (Hospitality, Business, Communications, etc.).
• Experience using Tessitura or a similar CRM/ticketing system.
• Bilingual (English/Spanish).
• Familiarity with museum or nonprofit operations.
• Proven track record of optimizing guest experiences through data-driven strategies.

How to Apply: Submit your completed Amazeum application, your resume and cover letter via the  Amazeum Career Portal.

Salary : $39,500 - $46,000