Guest Services Manager

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The Guest Services Manager is responsible for ensuring the daily operating goals and standards of the Guest Services team are communicated and implemented. The manager embodies the Meow Wolf service model encouraging weirdness and radical inclusion and demonstrates that the power of creativity can change the world. They set service standards for the entire Guest Services team and lead them in providing beyond‑exceptional experiences to guests through engaged interactions and informative services.

Oversight includes ticketing, POS, special programming, exhibition activations, and other guest‑facing duties as assigned.

• Manages labor, productivity, payroll, scheduling, quality control, and safety measures for the Operations Team
• Cultivates a culture of feedback by delivering timely and meaningful feedback through coaching and corrective actions; prepares and delivers performance evaluations
• Ensures all work centers are appropriately staffed by partnering with HR on hiring efforts and making selection decisions
• Establishes and trains staff on best practices and standards. Training areas include guest services, quality control, and safety (regulatory and internal)
• Ensures staff receives training and support to provide opportunities for growth/development
• Ensures team schedules are written and published in accordance with established protocols and support of Meow Wolf's commitment to work/life balance
• Provides coverage for floor management when Assistant Manager or Leads are not scheduled
• Plans and participates in special events and/or programming that have an impact across multiple departments
• Maintains inventory management records of supplies, tools, and guest giveaways that support the operation
• Supports and has oversight of all schedules being published for the Guest Services Department
• Fosters environment where departments partner with one another – including cross‑department communication, identifying efficiencies, and cross training
• Fulfills all Manager‑on‑Duty duties, skills, and knowledge, including the ability to perform any role within the Guest Services area including opening and closing
• Responds to injuries and emergencies appropriately
• Maintains high standards of organization and cleanliness at all times to maintain a pleasant guest environment for guests
• Cross‑trains into other areas as required
• Follows and enforces safety rules
• Effectively delegates responsibilities and maximizes resources
• Other duties as assigned

• Minimum 5 years supervisory experience as a Guest Services Manager, Box Office Manager, Front of House Manager or similar position (prior experience in an exhibit, attraction, museum or recreation facility strongly preferred)
• Experience with Box Office or Ticket Office, Ticketing Software and Point of Sale systems
• Excellent customer service and communication skills
• Ability to lead and manage staff
• Good judgment in difficult and complicated management situations
• Ability to maintain an appropriate, dispassionate demeanor in emergencies, difficult customer interactions, and interactions with personnel
• Adaptable to changes in a fast‑paced work environment
• Ability to work a flexible schedule including weekdays, weekends, evenings, and holidays
• Must be 21 years of age or older
• F & B experience preferred
• Adult + Child + Infant CPR, AED, and First Aid certification preferred
• Prior experience with visual merchandising preferred
• Bilingual, especially but not limited to English and Spanish preferred

This position operates in a professional office environment and also in an indoor setting with exposure to noisy environments, dim lighting, strong visual effects including strobing lights, special effects, fog machines and small and/or enclosed spaces. Physical demands include walking, standing, taking stairs/slides/elevators, and navigating the elements during the day and night. The employee…