Director of Guest Services

The Strong National Museum of Play is seeking a Director of Guest Services to join its dynamic, driven team that is highly committed to providing exceptional, engaging experiences to over 700,000 guests annually – and growing! Reporting to the Vice President for Guest Services and Security, the Director of Guest Services collaborates with their director colleagues to manage the daily guest services operations by leading, empowering, mentoring and coaching managers, supervisors and hosts to meet and exceed the museum’s annual goals and strategic initiatives. The ideal candidate is a highly motivated, hands-on, experienced leader of people that has direct experience creating and developing high performing, guest-facing teams capable of providing consistently outstanding service. The Director of Guest Services must have a genuine passion for serving guests from diverse backgrounds. They must enjoy and embrace being a consistent on-stage presence and have a proven track record of exceptional conflict management and creative problem-solving skills. The Director of Guest Services must also have the ability and interest to be trained and become competent in all areas of guest services operations including the admissions function, operation of a high and low-rise year-round indoor ropes course and oversight of a diverse array of exhibit experiences.

Knowledge, Skills & Abilities:

The candidate may have any combination of education and experience but should possess the required skills and knowledge for successful performance. Our general minimum requirements are:

• Bachelor’s degree or equivalent experience.
• Minimum of 8-10 years of full-time work experience in a progressively responsible customer service role; 3-5 years of leadership experience in guest services, customer service, retail operations or equivalent, including management of supervisory employees.
• Exceptional people management skills, including experience motivating and managing front-line, guest-facing, front line staff with varying abilities and backgrounds.
• Ability and comfort with managing constantly shifting priorities that require the flexibility to change course and handle stressful situations while maintaining a calm, pleasant, professional demeanor.
• Exceptional written and verbal communication skills
• Open availability with the comfort and interest in working a flexible schedule that may include any day of the week, including weekends and holidays, on a regular basis.
• Proficiency and comfort with using a variety of technology platforms and systems, such as Point-of-Sale (POS) systems and MS Office Suite on a regular basis to expeditiously serve guests and maximize efficiencies and museum resources.
• Possession of or ability to obtain and maintain First Aid, CPR, and AED certification for children and adults.

• Bilingual verbal skills.
• Trained in managing and working with youth/school groups or the ability to manage crowds.