Guest Experience Lead

Status: Non-exempt, full-time
Schedule:

• Sunday, Monday, Tuesday (rotating/half days), Wednesday, Thursday
• Off Friday & Saturday | hours between 8:30-5pm 

Location: 929 E Wisconsin Street, Milwaukee WI 53202
Reports to: Senior Director of Guest Experience & Facilities 
Starting at $18.00 per hour. 

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’s (BBCM) team! We are looking for enthusiastic, positive, and driven, team players with a passion for early childhood education to help us reach our goal of providing ALL children with high-quality, hands-on, playful learning experiences. We believe teamwork stems from supportive and collaborative discussions. We invest in our team member’s professional growth and celebrate curious minds. 

At the Museum, we are committed to equal employment opportunities for all employees and job applicants, and it prohibits any form of discrimination or harassment based on factors such as race, color, religion, age, gender, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local laws.

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 Senior Director of Guest Experience and partnering with the other Guest Experience Lead, this position oversees and guides the Guest Experience Associates to ensure exceptional 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 and mentor Guest Experience Associates, fostering a positive and collaborative team environment.
• Provide on-the-job coaching and feedback to ensure staff deliver high-quality guest interactions.
• Model humility, curiosity, and a growth mindset to lead the Guest Experience team to move forward individually and collectively.
• 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.

Guest Experience:

• Act as the point of escalation for guest concerns, resolving issues effectively and 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.

Minimum Qualifications:

• High school diploma or equivalent required, must be 18 years of age
• At least three years of experience in a customer service role with a demonstrated ability to deliver exceptional service
• Minimum of two years of experience handling cash and processing credit card transactions.
• Experience in children’s museums, museums, and/or education settings is highly preferred. 
• Knowledge of BBCM exhibits and programs, a plus. 
• Ability to pass a background check to ensure the safety of children and other guests.
• Availability to work weekends is required. 

Skills & Abilities:

• Ability to communicate clearly and effectively with children, families, and colleagues. 
• Positive, can- do attitude, and willing to go above and beyond for all guests.
• 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
• Working at least one weekend day per week is required.

We’re eager to meet people that believe in our mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes. If you’re passionate about education, play, museums, and/or creating incredible experiences for children, but you’re not an exact skill match for this position, we want to hear from you. 

Benefits & Salary: 
Starting at $18.00 per hour. 

BBCM offers a generous benefits package, including but not limited to the following:

• Medical Insurance (BBCM pays 80% of cost)
• Dental Insurance (BBCM pays 80% of cost)
• Vision, Critical Illness, Accidental Insurance, Supplementary Life, and Accidental Death  Dismemberment eligibility
• HSA with employer contributions
• HRA employer-paid plan
• Employer-paid plans for Life and Accidental Death and Dismemberment Insurance & Long-Term Disability
• 401k with the Museum contributing 5% at year-end (not matching every pay period)
• 18 days PTO
• Dedicated sick time 
• Nine paid holidays