Guest Experience Lead

Status: Full-Time, Non-Exempt
Schedule: Tuesday-Saturday (off Sunday & Monday) 
Location: 929 E Wisconsin Ave, Milwaukee, WI 53202
Reports to: Guest Experience Manager
Wage: $18.50-21.50 per hour based on experience 

Our Mission:

Inspire all children to wonder and explore their world through play and innovative, hands-on learning experiences.

Become a valued member of the Betty Brinn Children’s Museum (BBCM) team! We are seeking enthusiastic, positive, and driven team players with a passion for early childhood education and a commitment to providing ALL children with high-quality, hands-on, playful learning experiences.

If you thrive on creating unforgettable experiences for families, bring energy to every challenge, and love being part of something bigger, this is the perfect opportunity for you. Join us and help make every visit to the Museum memorable!

At the Museum, we are committed to equal employment opportunities for all employees and job applicants, and prohibit any form of discrimination or harassment.

Position Summary:

The Guest Experience Lead plays a vital role in delivering memorable and enriching experiences for all guests at BBCM. Working closely with the Guest Experience Manager, this position oversees and guides the Guest Experience Associates to ensure exceptional customer service and engagement. Acting as the primary point of contact for team members during shifts, the Guest Experience Lead ensures smooth operations, upholds organizational policies and procedures, and fosters a welcoming, safe environment for all guests. This leadership role also involves supervising daily activities, providing hands-on support and training for staff, and modeling outstanding guest interaction.

Responsibilities and Duties:

Team Leadership and Supervision:

• Supervise, train, and support guest experience team members, ensuring excellent customer service.
• Provide on-the-job coaching and feedback to ensure staff deliver high-quality guest interactions.
• Create and manage the daily floor staff schedule, troubleshooting deviations and ensuring coverage for all museum areas.
• Lead daily team meetings to review schedules, priorities, and operational updates.
• Assist in onboarding and training new team members.

Guest Experience:

• Serve as the point of contact for escalated guest concerns, resolving issues professionally.
• Model and promote exceptional guest service by:
  • Greeting and welcoming guests with enthusiasm and warmth.
  • Providing accurate information about exhibits, programs, and activities.
  • Facilitating play and engagement within exhibit galleries and pop-up program experiences.
• Ensure a seamless experience for field trip groups, including greeting, orientation, and departure support.

Operational Oversight:

• Monitor exhibit spaces to maintain cleanliness, organization, and availability of exhibit props.
• Report maintenance or exhibit issues promptly to appropriate teams.
• Oversee guest transactions, including ticketing, membership sales, and gift shop purchases, ensuring accuracy and efficiency.
• Support birthday party operations, including room setup, guest welcome, and adherence to museum policies.

Safety and Emergency Management:

• Proactively maintain the safety and security of guests, staff, and exhibits.
• Implement and enforce emergency procedures when necessary, serving as the on-site leader during emergencies.
• Provide first aid as needed, ensuring prompt and appropriate responses to incidents.

Administrative Support:

• Assist in creating staff schedules and ensuring adequate coverage for all shifts.
• Provide input to the leadership team on staff performance, operational challenges, and guest feedback.
• Support staff training programs to ensure team members are well-prepared and informed.
• Attend staff meetings and training as required.
• Other duties as assigned

Minimum Qualifications:

• 3+ years of experience in customer service, hospitality, retail, or a related field.
• 2+ years of supervisory or leadership experience in a customer-facing environment.
• Physical ability to stand for extended periods and move throughout the museum space as needed.
• Ability to work a flexible schedule, including weekends, holidays, and occasional evenings.

Skills & Abilities:

• Positive, can-do attitude, and willing to go above and beyond for all guests.
• Ability to communicate clearly and effectively with children, families, and colleagues. 
• Strong organizational and multitasking skills, with the ability to manage scheduling, transactions, and day-to-day operations.
• Physically able to stand, walk, and bend for extended periods and lift up to 30 pounds.
• Ability to remain calm and composed under pressure in a fast-paced, crowded, and noisy environment, especially during peak attendance.
• Passionate about the Museum’s mission
• Proven ability to lead, mentor, and motivate a team in a dynamic, guest-focused environment.