Guest Experience Manager

Job Title:
Guest Experience Manager

Employment Status: Full Time / Hourly

Location: Onsite

Department: Guest Experience
Reports To:
Senior Manager of Guest Experience

We value a diverse workforce and inclusive culture. OCM encourages applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, marital status, disability, or veteran status.

Mission: To engage the imagination and create excitement about learning.

Who We Are: Omaha Children's Museum (OCM) is a mission-driven nonprofit that has enriched the lives of children for 50 years. We believe that behind every great organization are great people, and we are committed to building a team that reflects the passion, creativity, and diversity of the community we serve. We welcome and encourage all qualified applicants who share our vision and want to make a meaningful impact through our mission.

OCM is a vibrant, hands-on environment created to spark curiosity and inspire creativity through engaging exhibits, workshops, and events. We are dedicated to fostering an inclusive, educational, and joyful space that supports every child's learning and growth. Our mission extends far beyond our walls-we strive to be a trusted community hub for early childhood development, partnering with childcare providers, teens, young parents, and early childhood advocates to support and strengthen the families of our region.

Position Summary: A successful Guest Experience Manager will be able to energize, motivate, uplift, lead, train, evaluate, and develop the Guest Experience team. Ensures that each visitor has an exceptional and engaging experience, leaving lasting and unique memories of their visit to the Museum. This position is responsible for helping ensure that Omaha Children's Museum delivers on its core values:
Respect, Fun, Well-being and Growth to guests and staff alike. This position will work weekends and some evenings. The Guest Experience Manager also assists the Senior Manager of Guest

Experience with managing supplies and equipment.

Key Responsibilities:

75% - Manage Guest Experience of the Museum during operating hours

• Lead a diverse team daily to ensure the delivery of an exceptional guest experience throughout the Museum from open to close.
• Individually interact with Guests to meet their needs and to learn how to improve the experience the museum offers in the future
• Perform scheduled evaluations of Guest-facing staff to determine compliance with established performance standards
• Ensure daily operations (daily safety & preparation checklists, appropriate supply stock) are performed by Guest-facing staff
• Ensure the safety of all employees and Guests by overseeing the daily operation of exhibits and rides, including daily verification of safety checklists
• Address issues that arise from Guest concerns
• Communicate the condition of the Museum and its exhibits to appropriate departments to ensure issues are addressed in a timely manner.
• Follow all internal protocols for opening and closing the Museum, including rentals and special events, with responsibility for cash handling procedures, daily verification of resources, and staffing.

25% - Manage administrative duties of the operations arm of the Guest Experience Department.

• Assist in the scheduling of Guest-facing staff as determined by business needs, while maintaining budget controls
• Assist in budget controls within the Guest Experience Department.
• Plan and assist in execution of individual interviews as needed to hire exceptional floor staff
• Assist the Senior Manager of Guest Experience with new hire orientations
• Perform routine check-ins with designated staff members
• Oversee and support the ongoing development of assigned floor staff.

Preferred Qualifications & Competencies:

• Previous management experience (1+ years) in retail, hospitality, museum or other service industry
• Enjoys engaging with the public; demonstrates friendliness, professionalism, enthusiasm, and a customer focused approach
• Schedule flexibility to work a weekday and weekend schedule, including school vacation weeks, occasional evenings, and some holidays.
• Collaboration daily with a diverse, multi-generational work force
• Sound decision making
• Exhibits reliable and consistent work habits
• Excellent verbal and written communication skills
• Proficient cash handling experience
• Ability to operate computers and programs to include Microsoft office suite, point of sale cash systems and internal timekeeping systems

Physical Qualification:

• Stand and walk for extended periods to engage with visitors and program participants
• Navigate different areas of the Museum to assist visitors and ensure a positive experience
• Bend, stoop, and reach to conduct inventory
• Perform repetitive tasks, including administrative work and designing resources using computer software programs
• Push or pull equipment, such as a small flatbed and wheeled cases
• Lift and carry items up to 50 pounds, including educational materials, art-making supplies,…