Guest Services Team Lead

Description

Guest Services Team Lead 

Lead the Fun! 

 Bring your energy, leadership, and love for creating unforgettable guest experiences to the Scott Family Amazeum! If you thrive in a fast-paced, interactive environment and love making every visit magical, this is the role for you! 

Position: Guest Services Team Lead

Reports to: Store Manager/Buyer 

Type: Full time, hourly, non-exempt position 

Schedule: Tuesday - Saturday OR Friday - Tuesday

Minimum starting hourly rate: $16.00 - $18.00 

Scott Family Amazeum Overview

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 slearn 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.

Position Summary:

The Scott Family Amazeum is seeking a dynamic, guest-focused Guest Service Team Lead to manage and direct our admissions, retail, and birthday party operations while creating memorable experiences for our guest. This leadership role focuses specifically on frontline guest service areas, day-of scheduling, and real-time team management. The ideal candidate has exceptional people skills and a genuine passion for creating positive guest and team experiences. You'll serve as the visible leader on the floor during daily operations while also playing a key role in the museum's onboarding process and ongoing staff development.

Front of House Leadership & Day-of Management:

• Serve as the dedicated on-shift lead for all front-of-house operations including admissions, retail, and birthday facilitation
• Create and manage day-of staff schedules, making real-time adjustments as needed to ensure optimal guest flow
• Direct the daily operations of the admissions desk, retail shop, and birthday party areas
• Oversee cash handling procedures, POS operations, and daily financial reconciliation
• Provide visible leadership on the floor, actively monitoring guest interactions and stepping in when needed
• Respond to guest inquiries, resolve concerns, and address first aid or safety issues using sound judgment
• Ensure seamless coordination between admissions, retail, and birthday facilitators during daily operations
• Work in partnership with other team leads to implement emergency protocols and safety procedures

Team Leadership & Active Coaching:

• Lead, coach, and develop front-of-house staff in real-time on the floor during daily operations
• Model excellent guest service and coach team members through challenging guest interactions
• Conduct pre-shift team huddles and briefings to ensure all team members understand daily goals
• Screen applicants for frontline positions, conducting initial interviews and making hiring recommendations
• Facilitate the onboarding and training of new front-of-house team members
• Foster a positive and inclusive team culture focused on exceptional guest experiences
• Communicate operational updates and policy changes to the team effectively

Museum-Wide Training & Development:

• Serve as a key trainer for the Amazeum's museum-wide onboarding program
• Develop and deliver specialized training for all guest services team members
• Create training materials and resources to support consistent guest service excellence
• Participate in cross-departmental training initiatives to enhance overall museum operations
• Identify training needs and develop targeted improvement programs
• Evaluate training effectiveness and refine approaches based on feedback and outcomes
• Support the Guest Service Manager in developing and implementing staff development initiatives

Birthday Party Coordination & Facilitation

• Manage day-of birthday party logistics, ensuring spaces are prepared and staffed appropriately
• Oversee party transitions, coordinating timely setup and cleanup between celebrations
• Train birthday party facilitators on procedures and guest engagement techniques
• Monitor party execution to ensure high-quality experiences for birthday families
• Handle on-the-spot birthday party adjustments and special requests
• Maintain inventory for party supplies and ensure proper preparation for each event

General Duties:

The responsibilities listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The Amazeum reserves the right to revise or change position duties and responsibilities as necessary to accommodate changing organizational needs.

Qualifications

Minimum Requirements:

• High school diploma or equivalent
• 1 year experience in hospitality, food service, or retail leadership
• Demonstrated passion for working with people and creating positive experiences
• On-the-floor coaching and leadership experience
• Experience in cash handling and POS systems
• Experience in training, team development, or onboarding
• Proficient in Google Workspace and Microsoft Office applications
• Demonstrated ability to manage time effectively and adapt to changing environments
• Strong communication skills (verbal, written)

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 Demands:

Ability to stand and move continuously throughout the museum for the majority of a shift (up to 8 hours), including on varied flooring surfaces.

• Ability to lift and carry up to 20 lbs.; occasionally lift up to 40 lbs. (e.g., retail stock, party supplies, signage, or event materials).
• Ability to regularly bend, stoop, reach overhead, and use step stools/ladders to retrieve or restock items in admissions, retail, and party spaces.
• Ability to operate a cash register, handle tickets, merchandise, and small items, and set up/break down event materials.
• Ability to move rapidly between areas, navigate crowded spaces, and respond quickly to guest needs, including occasional running or brisk walking in emergency situations.
• Ability to work in an environment with moderate to excessive noise.

Preferred Qualifications:

• Associate's or Bachelor's degree in Education, Hospitality, Museum Studies, or related field
• 2 years managing employees and/or volunteers
• Experience in event planning or birthday party coordination
• Experience within informal education or museum setting
• Bilingual capabilities
• Proven ability to work independently and within a team environment
• Passion for creating playful learning experiences that inspire curiosity and creativity

How to apply

Submit your completed Amazeum application, your resume and cover letter, via the Amazeum Career Portal.

Salary : $16 - $18