Position Summary:

The Assistant Guest Services Managers supports the Guest Services Manager in the daily oversight and operational execution of the Museum’s front desk, admissions, and store operations. This role serves as a working floor leader, ensuring service standards, sales performance, and operational procedures are consistently executed. The Assistant Guest Services Manager provides hands-on supervision during shifts, supports staff training and development, assists with scheduling and reporting, and serves as Manager-on-Duty in the absence of the Guest Services Manager. This position plays a critical role in maintaining an exceptional visitor experience aligned with the Museum’s mission of playful learning and family engagement.

Essential Functions/Major Responsibilities:

Shift Leadership & Floor Supervision

• Serve as lead floor supervisor during assigned shifts.
• Provide real-time coaching and redirection to Guest Services staff to maintain high standards of professionalism and engagement.
• Ensure front desk, admissions, and store areas are guest-ready at all times.
• Act as Manager-on-Duty in the absence of the Guest Services Manager.
• Support emergency response leadership as directed.

Guest Experience & Service Recovery

• Address and resolve routine visitor concerns and service issues.
• Escalate complex or sensitive matters to the Guest Services Manager as appropriate.
• Model exceptional guest engagement and proactive service behaviors.
• Support staff in communicating museum programs, memberships, exhibits, and events confidently and accurately.

Sales & Revenue Support

• Support admissions, membership, and store sales goals.
• Encourage membership conversions and upgrades during daily operations.
• Monitor daily sales activity and support performance improvement initiatives.
• Reinforce sales scripts and engagement standards with staff.

Staff Support & Training

• Assist with onboarding and training of new team members in POS systems, customer service standards, safety protocols, and museum procedures.
• Reinforce departmental policies and procedures to ensure compliance with operational standards
• Provide input to the Guest Services Manager regarding staff performance and development needs.
• Assist with facilitating team meetings as needed.

Scheduling & Administrative Support

• Assist in preparing staff schedules and shift adjustments.
• Monitor attendance, punctuality, and coverage during shifts.
• Support documentation on performance coaching and operational notes.
• Assist with data entry and report preparation as directed.

POS & Financial Oversight

• Perform advanced POS functions, troubleshooting, and overrides as authorized.
• Open and close tills; ensure accurate cash handling procedures are followed.
• Assist with daily cash reconciliation and deposit preparation.
• Monitor transaction accuracy and support compliance with cash-handling policies.

Operational Oversight

• Monitor signage, lobby presentation, and cleanliness of front-of-house areas.
• Identify operational inefficiencies and communicate recommendations to the Guest Services Manager.
• Support implementation of new procedures, promotions, and initiatives.

Position Requirements:

• Demonstrated ability to lead by example in a customer-facing environment.
• Strong interpersonal and conflict resolution skills.
• Ability to remain calm and solution-focused in high-traffic situations.
• Detail-oriented with strong organizational skills.
• Ability to communicate clearly and professionally with guests and staff.
• Strong teamwork orientation and willingness to take direction.
• Commitment to supporting the Museum’s mission and service culture.
• Flexible availability including weekends, evenings, holidays, and special events.
• Basic First Aid certification or ability to obtain upon hire.

Education and/or Experience:

• Minimum 2 years of customer service, retail, hospitality, or admissions experience preferred.
• Prior supervisory, lead, or keyholder experience preferred.
• Point of Sales (POS) and cash handling experience preferred.
• Basic proficiency in Microsoft Word and Excel preferred.

Supervisory Experience:

Guest Services Lead, Guest Services Attendant, and Divy’s staff as assigned.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee works in a typical interactive exhibit environment with moderate noise levels.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High level of public contact.
• Regularly required to stand and walk for long periods of time, climb ladders and stairs.
• Occasionally lift and or move up to 30 pounds.
• Speak and hear sufficiently to communicate clearly in person, over the telephone, and in small groups.
• Mental stamina for problem solving and dealing with stressful situations; prioritizing multiple tasks; interpreting and applying oral/written instructions.
• Ability to bend, carry, reach to the side, front and overhead, push, pull, walk, stand, twist and squat, grab, squeeze are repetitive motions required of the position.
• Occasionally exposed to outdoor elements including high and low temperatures, precipitation, and wind.
• Regularly exposed to moderate noise in and around exhibits.
• Occasionally exposed to small and/or enclosed spaces.

Please submit a cover letter with your application.

This is a part-time position, 24 hours per week, onsite in Everett. The pay is $26 an hour.

All part-time employees receive a service appreciation day, free museum membership, discounts, and other museum perks!