Group Experience Manager in New Orleans, Louisiana at Louisiana Childrens Museum

GROUP EXPERIENCE MANAGER

Department: Operations – Group Experiences
Status: Full-time
Classification: Exempt
EEO Code: First/Mid-Level Officials & Managers

Job Summary

The Group Experience Manager is responsible for the strategic planning, coordination, and execution of all museum group-based earned revenue experiences, including Birthday Parties, Field Trips, Camps, and other Group Programs. This position ensures every guest receives an exceptional, memorable, and seamless experience while maximizing revenue opportunities, operational efficiency, and customer satisfaction.

The Group Experience Manager oversees the full lifecycle of each program—from reservations and logistics to staffing, execution, and post-visit follow-up. This role provides direct leadership to the Group Experience team: Group Experience Coordinator, Birthday Hosts, Camp staff, and seasonal employees while collaborating across Visitor Services, Education, Food & Beverage, Marketing, and Facilities to ensure consistent, high-quality experiences.

The Group Experience Manager is responsible for achieving attendance and revenue goals, maintaining operational standards, developing new group programming opportunities, and ensuring all experiences reflect the mission, culture, and brand of the Louisiana Children's Museum.

Essential Responsibilities

• Recruit, hire, onboard, train, coach, and evaluate Group Experience Coordinators, Birthday Hosts, Camp Counselors, and seasonal staff.
• Create schedules and staffing plans to support birthdays, field trips, camps, and special group events.
• Conduct regular coaching, performance evaluations, and corrective action when necessary.
• Ensure staff receive ongoing training in customer service, safety, child engagement, and museum standards.
• Promote and uphold the culture, mission, and brand of Louisiana Children's Museum.
• Project a positive and professional image to guests, employees, volunteers, community partners, and vendors.
• Oversee the planning and execution of all group experiences.
• Establish operational standards and continuously improve processes for birthdays, camps, and field trips.
• Monitor attendance, staffing levels, guest satisfaction, and operational efficiency.
• Develop procedures that create consistent, high-quality guest experiences.
• Manage departmental budgets, purchasing, inventory, and supplies.
• Track and report revenue, attendance, and operational metrics.
• Identify opportunities to increase earned revenue through new programming and partnerships.
• Resolve guest concerns and operational challenges promptly and professionally.
• Perform other duties as assigned.

Birthday Parties

• Oversee all birthday reservations and customer communications.
• Ensure contracts, payments, and required documentation are completed.
• Manage marketing initiatives and programs to ensure birthday revenue goals are met.
• Ensure that catering and food service is coordinated with Acorn Dickie Brennan's staff.
• Supervise Birthday Hosts and ensure exceptional customer service standards.
• Ensure Celebration Rooms are prepared, stocked, clean, and guest ready.
• Personally assist with check-in, guest relations, or hosting when operationally needed.

Field Trips

• Manage all field trip scheduling and reservations.
• Coordinate communication with schools before and after visits.
• Ensure all reservation requirements and museum policies are communicated.
• Coordinate arrival procedures, orientations, and group rotations.

Camps

• Develop and oversee summer camps, holiday camps, workshops, enrichment programming and other supervised childcare activities.
• Manage camp registration, enrollment, and caregiver communication.
• Coordinate daily camp operations, including check-in, dismissal, before care, and aftercare.
• Develop weekly schedules, themes, and Reggio-inspired learning experiences.
• Coordinate guest presenters, performers, and special programming.
• Ensure camp classrooms are prepared, clean, organized, and fully supplied.
• Monitor camper safety, behavior management, and program quality.
• Prepare weekly caregiver newsletters and communications.
• Build partnerships with schools and community organizations to expand off-site programming and increase camp participation.

Sales, Revenue & Guest Experience

• Meet annual revenue and attendance goals for birthdays, camps, and field trips.
• Increase bookings through exceptional customer service and relationship building.
• Promote museum memberships and additional earned revenue opportunities.
• Identify new business opportunities with schools, organizations, and community partners.
• Maintain high guest satisfaction through proactive communication and service recovery.
• Analyze attendance trends and recommend strategies to grow participation.

Cross Department Collaboration

• Partner with Visitor Services to ensure seamless check-in and admissions processes.
• Collaborate with the Education team to align group programming with museum learning goals.
• Coordinate with Marketing on promotional campaigns and seasonal offerings.
• Work with Facilities to ensure event spaces are clean, safe, and guest-ready.
• Partner with Food & Beverage for birthday catering logistics.
• Support museum-wide special events and earned revenue initiatives.

Minimum Qualifications

• Bachelor's degree in hospitality, Business Administration, Education, Recreation, Early Childhood Education, Event Management, or a related field preferred.
• Minimum of three (3) years of progressively responsible experience in guest services, event management, camps, education, hospitality, or related operations.
• Three (3) years of supervisory or management experience.
• Experience managing multiple programs simultaneously.
• Strong customer service, organizational, project management, and leadership skills.
• Excellent written and verbal communication skills.
• Experience with reservations, scheduling, and CRM systems preferred.
• Proficiency in Microsoft Office 365.

Physical Requirements

• Ability to stand and walk for extended periods throughout the museum.
• Frequently move throughout indoor and outdoor museum spaces.
• Lift and carry up to 25 pounds.
• Occasionally bend, reach, kneel, and move event supplies or equipment.

Schedule

• Ability to work evenings, weekends, holidays, and special events as required.

Commitment to Diversity and Inclusion

The Louisiana Children’s Museum is committed to a diverse, inclusive workplace that reflects the community we serve. Diversity strengthens our culture of creativity and play, and we welcome candidates of all backgrounds to apply. We are an equal opportunity employer and do not discriminate on any protected basis. Background checks may be required depending on job responsibilities; while some offenses may be automatic disqualifiers, not all criminal history will disqualify a candidate.