Guest Engagement Assistant Manager – Welcome Desk
Marbles Kids Museum is a vibrant, nonprofit children’s museum and IMAX Theatre located in the heart of downtown Raleigh. Marbles has been sparking imagination, discovery, and learning through play since opening its doors in 2007. Marbles serves a diverse population of families, school groups, and community organizations through award-winning play-based exhibits, summer camps, IMAX documentaries, feature movies, and special events year-round. Today Marbles ranks among the top family destinations in North Carolina providing learning experiences for children with creative programs, and larger-than-life movies.
The Opportunity
Ready to make someone's day, every day? As the Guest Engagement Assistant Manager, you'll help bring the Marbles experience to life by leading guest-facing operations, supporting the Welcome Desk and group arrivals, and ensuring every visit begins with a warm welcome. If you thrive in a fast-paced environment, love working with people, and enjoy creating moments of joy and discovery for children and families, this is your opportunity to make a lasting impact every day.
Essential Job Responsibilities
Museum Lead
Serve as museum lead, ensuring successful daily museum operations while providing outstanding guest experience and encouraging repeat visitation.
Oversee the daily workflow of the museum operation; direct and oversee Guest Engagement Team to maintain an efficient and smooth operation.
Lead museum opening, closing, and resetting duties throughout the day to ensure that exhibits are in safe, clean, welcoming, and playable condition at all times.
Enrich the guest experience by proactively providing information, guidance, and personalized recommendations.
Playfully interact with guests in museum exhibits to enhance the play and learning experience.
Provide exceptional, responsive customer service at the welcome desk including, receiving and processing customer payments and handling customer complaints and issues.
Stock supplies and manage packages delivered; may receive products as directed.
Effectively communicate scheduling, equipment, inventory, and other operational issues with the appropriate team.
Complete end-of-day report and other follow-up items including, maintenance work orders, Team Member performance, group, birthday, and program matters, and more.
In the event of an emergency, confidently execute Marbles' Emergency Action Plan.
Step into any Guest Engagement role to provide a fun and cohesive guest experience.
Develop and implement the Play Plan Meeting schedules to provide necessary information and happenings to daily operations.
Ensure back-of-house Guest Engagement spaces and task related supplies are in exceptional condition and organized. Replace supplies as needed.
Welcome Desk and Group Greeting Operations
Assist in designing and delivering Welcome Desk and group arrival training, organization standards, and procedures.
Collaborate with the Manager of Welcome to develop and deliver Tessitura and customer service training through new hire training, team meetings, and then lead by example to provide an exceptional Welcome Desk experience.
Collaborate with the AM of Exhibit Activation to oversee volunteers assisting in Guest Engagement, including but not limited to greeting, mentoring, and training.
Manage lost and found items on a weekly basis.
Perform all other duties assigned by the supervisor.
Supervisory Responsibilities
Interview, hire, and train new Guest Engagement work-study team members.
Approve work-study timecards and assist in scheduling .
Shift Supervision and training for all Guest Engagement Hosts and volunteers.
Provide ongoing coaching and conduct monthly check-ins to improve performance and growth with work-study students.
Ideal Experience and Skills
2+ years of experience in a customer service setting.
1+ year experience leading or shift supervising a team.
Knowledge and experience with Tessitura’s point of…