Marbles Kids Museum

Guest Engagement Assistant Manager - Welcome Desk

Food Service & HospitalityConfirmed live in the last 24 hours

Full-timeRaleigh, NC, USANo salary listedIn-person

About the Job

Requirements

At least 2 years of experience in a customer service setting.
At least 1 year of experience leading or shift supervising a team.
Strong customer service and engagement skills, particularly with families and young children.
Ability to model 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.
Ability to walk, stand, stoop, bend, reach, stand for long periods, occasionally use a ladder and stairs, and frequently lift or move up to 30 pounds.
Availability to work a schedule primarily consisting of Sunday through Thursday, including weekends, evenings, holidays, and additional availability during peak seasons.
Ability to work in all weather conditions, as portions of the role take place in outdoor exhibits and courtyards.
Satisfactory background check and references are required for employment.

Responsibilities

Serve as museum lead, ensuring successful daily museum operations, providing an outstanding guest experience, and encouraging repeat visitation.
Oversee the daily workflow of museum operations and direct the Guest Engagement Team to maintain an efficient and smooth operation.
Lead museum opening, closing, and resetting duties to ensure exhibits remain safe, clean, welcoming, and playable.
Enrich the guest experience by proactively providing information, guidance, and personalized recommendations.
Playfully interact with guests in museum exhibits to enhance play and learning.
Provide responsive customer service at the welcome desk, receive and process customer payments, and handle customer complaints and issues.
Stock supplies, manage delivered packages, and receive products as directed.
Communicate scheduling, equipment, inventory, and other operational issues to the appropriate team.
Complete end-of-day reports and follow-up items, including maintenance work orders and matters related to team member performance, groups, birthdays, and programs.
Execute Marbles' Emergency Action Plan in the event of an emergency.
Work in any Guest Engagement role as needed to provide a cohesive guest experience.
Develop and implement Play Plan Meeting schedules to communicate necessary information and daily operational updates.
Maintain and organize back-of-house Guest Engagement spaces and task-related supplies, replacing supplies as needed.
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 and team meetings, and lead by example in providing a strong Welcome Desk experience.
Collaborate with the Assistant Manager of Exhibit Activation to oversee volunteers assisting in Guest Engagement, including greeting, mentoring, and training.
Manage lost and found items weekly.
Perform other duties assigned by the supervisor.
Interview, hire, and train new Guest Engagement work-study team members.
Approve work-study timecards and assist with scheduling.
Supervise shifts and train Guest Engagement Hosts and volunteers.
Provide ongoing coaching and conduct monthly check-ins with work-study students to improve performance and growth.

Desired Qualifications

Knowledge and experience with Tessitura's point-of-sale system is preferred.
Work experience with families and young children, in a museum environment, or in a direct-care setting is a plus.

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 andassist 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 [email protected] 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.

About the Company

Marbles Kids Museum

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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