Guest Engagement Assistant Manager - Welcome Desk

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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 sales system preferred.
• Work experience with families and young children or in a museum environment or direct care setting is a plus.
• Strong customer service and engagement skills, particularly with families and young children.
• Ability to be a role model for high-quality guest service and playful professionalism, demonstrate flexibility, and manage staff in a fast-paced environment where demands often change.
• Excellent verbal and written communication skills.

Physical Demands 

• Walking, standing, stooping, bending, and reaching.  
• Ability to stand for long periods of time.  
• Occasionally using a ladder, and going up and down stairs  
• Must frequently lift and/or move up to 30 pounds.   

Work Environment 

• Flexible schedule required, including weekends, evenings, and holidays.  
• Exposure to high-energy, guest-filled environments
• Ability to work in all weather conditions as portions of the role happen in outdoor exhibits and courtyards.

Schedule

• Must be available to work a schedule primarily consisting of Sunday-Thursday.
• Flexible schedule required, including weekends, evenings, holidays, and additional availability during peak seasons.

Benefits

• Medical, dental, vision insurance  
• Health Savings and flexible spending accounts  
• Life and AD&D insurance  
• Short and Long-Term Disability  
• Parking benefits and GoTriangle Bus Pass 
• Paid time off for 17 vacation days and 9 holidays  
• Eligible to participate in the Company’s 401k program with employer matching after a waiting period  
• Employee Assistance Program  
• Great Marbles Perks & Discounts  
• Fitness Benefits 

If you require reasonable accommodations to complete the hiring process, please contact the People Team at ojohnson@marbleskidsmuseum.org or 919-857-1069.

Please be aware that employment with Marbles Kids Museum is contingent on a satisfactory background check and references.

Marbles Kids Museum is an Equal Opportunity Employer and prohibits discrimination and harassment of any type. We do not discriminate against any employee or applicant for employment opportunities because of race, color, religion, sex, national origin, age, sexual orientation, gender identity, status as a veteran, disability, genetic information or any other federal, state or local protected class.