Guest Experience Manager

Position Purpose: Do you enjoy interacting with children and families? Do you want to make an impact, engage and mentor others, and grow as a leader?The vision of DuPage Children’s Museum is that all children reach their full unique learning potential through hands-on play and S.T.E.A.M. (Science, Technology, Engineering, Art, and Math) based experiences. Striving towards this vision requires a highly engaged, creative, and passionate team that operates in a positive, inclusive, and diverse organizational culture.

The Guest Experience (GE) Manager plays a vital part in creating an exceptional guest experience by providing positive motivation, structure and coaching to empower DCM’s Guest Experience Facilitators (GEFs) to actualize our vision by providing the very best experience for our guests. The GE Manager actively engages guests on the floor of the museum, trains GEF’s in general guest experiences best practices, develops and implements facilitated experiences, supports professional development of teams, and regularly coaches and mentors GEFs. The GE Manager supports fidelity to guest focused operational policies, practices and values, collaborates and communicates across museum departments, and ensures compliance with all health and safety practices designed to protect our guests and employees. 

DCM’s Guest Experience Managers:

• Supervise the daily activities of GEFs with a professional, patient, and approachable manner.
• Manages and coaches performance of GEFs, provide performance management reviews, both formal and informal, on an ongoing basis for GEFs.
• Cultivate a strong, positive team atmosphere by actively listening, supporting, coaching, and celebrating new and existing team members.
• Serve as Manager on Duty and provide excellent guest service by responding to and resolving guest questions and concerns and assist GEFs with guest service issues as needed.
• Proficient in all areas of guest experience including operating point-of-sale system and front desk operations, exhibit facilitation and cleaning, guest service skills, knowledge of Museum programs and offerings, etc.
• Leads the training and development of GEFs, with assistance from Guest Experience Senior Manager, as it relates to the Museum’s philosophy and Learning Framework, guest services and sales techniques, facilitation of exhibits and programs, and effective safety and cleaning procedures.
• Create and manage daily scheduling for all aspects of the Guest Experience operation, including all GEF posts and daily programming.
• Participate and/or lead morning or afternoon meetings with GEFs and oversee opening and closing procedures.
• Assist in the supervision of volunteers during assigned Guest Experience shifts and recognize and appreciate their contribution to the Museum.
• Provide guidance to guests in the event of an emergency and assist in the Incident Report process.
• Assist the Guest Experience Senior Manager in coordinating and communicating new initiatives and programs related to guest experience.
• Stay up to date on museum events, programs, promotions, policies and procedures in order to properly train GEFs and assist guests.
• Maintain a fun and professional appearance and demeanor; adhering to the provided dress code.

Job Relationships:

• Reports to Guest Experience Senior Manager.
• Lead Guest Experience Facilitators report to this position.
• Guest Experience Facilitators report to this position.
• Assist and collaborate with other Museum departments as needed.
• Maintain excellent relationships with community partners, schools, and other organization personnel.
• This role assists in the management of employee(s) and/or volunteers and helps direct, coordinate, and evaluate these individuals.

Education and Experience:

• Experience and interest in working with young children and families required.
• Minimum of two years’ experience in guest-facing museum positions, guest service or sales, teaching or coaching children or youth, improvisation or theater, or in a STEAM related field.
• People management experience, a plus.
• Experience with Altru Point-of-Sale system or related system, a plus.
• Experience and proficiency with Google Suite and MS Office.

Skills and Abilities:

• Superior written and oral communication and organization skills.
• Excellent guest service and interpersonal skills to relate and communicate to all levels of the DCM community.
• Must be able to work independently and exhibit initiative to solve problems, including tracking situations until appropriate resolution is achieved.
• Ability to self-manage and self-motivate.
• Must be a team player.
• Fluency in Spanish, and/or other languages aside from English, a plus.

Other Requirements:

• Comprehend and speak English extensively and clearly with the public; hear children’s voices
• Physical requirements include stooping, kneeling, bending, standing, squatting/crouching, crawling, pushing/pulling, reaching above the shoulders, ability to respond rapidly, climbing up and down stairs or using an elevator daily, working outdoors or exposed to sunlight/heat, and lifting up to 25 lbs.
• Tolerate noise and dust in the environment and handle disinfectant and cleaning materials.
• Must have access to reliable transportation, a valid Illinois driver’s license, and appropriate liability insurance.
• Must be available to work evenings, weekends, and some holidays. Sunday-Thursday or Tuesday-Saturday schedule.

HOW TO APPLY:

Download an Application
Please include a cover letter and your resume.

Submit to: [email protected]
or
DuPage Children’s Museum
301 N. Washington St.
Naperville, IL 60540
Attn: Human Resources

Equal Employment Opportunity Statement

It is DCM’s policy to afford Equal Employment Opportunities regardless of actual or perceived race, color, religion, national origin, ancestry, age, sex, sexual orientation, gender, marital status, order of protection status, disability, certain military and veteran status, pregnancy, genetic conditions or predispositions, unfavorable discharge from the military, or citizenship status; disability discrimination by association; or discrimination based on traits associated with race; or any other classifications protected by applicable federal, state, or local laws.

This policy of Equal Employment applies to all aspects of the employment relationship including, but not limited to, recruitment, hiring, promotions, compensation, benefits, layoff, and return from layoff. This policy covers employees, independent contractors, non-employees, vendors, consultants, and volunteers.

DCM’s Diversity, Inclusion, and Equity Statement

DCM’s vision is that all children thrive through access to extraordinary learning experiences. To succeed in our vision, DCM will continue to play our part in creating a diverse, inclusive, and equitable environment for both our guests and employees.

Attracting, recruiting, and retaining a diverse workforce is essential to our success, providing us with a wealth of skills and ideas, increasing employee engagement, and tying us closer to the communities we serve.