Manager, Guest Experience

Job Summary:

Do you thrive in fast-paced, people-centered environments where every day brings something new? Are you energized by leading teams, solving problems in real time, and creating welcoming, seamless guest experiences? The SMUD Museum of Science and Curiosity (MOSAC) is seeking a Manager, Guest Experience to lead our guest-facing operations and shape the experience from the moment visitors walk through our doors. The manager of Guest Experience is a key leadership role responsible for delivering a high-quality, efficient, and welcoming experience for all guests. This position oversees admissions, ticketing, front desk operations, the museum store, and café experience, ensuring strong daily execution and alignment with MOSAC's visitor experience goals. This role leads a dynamic team of primarily part-time staff in a high-traffic, seasonally variable environment. It requires a hands-on leader who can balance people management, operational systems, and customer experience while maintaining consistency and high standards. The Manager also serves as a Manager on Duty, acting as the primary point of contact for on-site issues and leading resolution efforts. In addition to guest services, this role oversees retail operations and coordinates with café vendors, contributing to revenue generation and overall visitor satisfaction. The Manager works closely with internal teams and external partners to ensure front-of-house operations are efficient, responsive, and aligned with organizational priorities.

Skills & Talents:

• Strong leadership and team management and mentorship skills, especially with part-time or hourly staff
• Ability to operate effectively in a fast-paced, high-traffic environment with changing priorities
• Customer-focused mindset with a commitment to delivering excellent guest experiences
• Strong operational and organizational skills with attention to detail
• Ability to use data and performance metrics to inform decisions
• Effective communication and interpersonal skills across diverse audiences
• Problem-solving mindset with the ability to make decisions in real time
• Experience balancing operational efficiency with a welcoming, human-centered approach

Duties/Responsibilities:

• Lead daily front-of-house operations, including admissions, ticketing, and guest flow
• Supervise, schedule, train, and support a team of guest services and retail staff
• Ensure consistent execution of customer service standards and operational procedures
• Serve as Manager on Duty, handling guest concerns, operational issues, and emergencies
• Oversee museum store operations, including merchandising, inventory, and sales tracking
• Develop and implement retail strategies to improve revenue and guest engagement
• Monitor and analyze attendance, sales, and performance data to inform decisions
• Coordinate with café vendors to ensure quality, service standards, and alignment with visitor needs
• Partner with Facilities, Programs, Events, and other teams to ensure smooth operations
• Manage opening and closing procedures and ensure daily operational readiness
• Support group visits, school programs, events, and peak attendance periods
• Ensure accurate cash handling, reconciliation, and reporting processes
• Identify trends in guest feedback and implement improvements
• Support budget planning and cost management
• Maintain strong relationships with vendors and external partners
• Perform other duties as assigned

Education and Experience:

• Bachelor's degree in hospitality, retail, business, or related field, or equivalent experience
• Minimum 3-5 years of experience in guest services, retail, or hospitality management
• Experience managing part-time or hourly staff in a dynamic environment
• Experience with retail operations, merchandising, and inventory management
• Experience using data and KPIs to drive performance and decision-making

Physical Requirements:

• Ability to work on the museum floor for extended periods of time
• Ability to stand, walk, bend, and lift materials up to approximately 30 pounds
• Ability to work weekends, holidays, and occasional evenings
• Comfortable working in a high-traffic, public-facing environment This position is at-will, exempt.

Application Procedures:

A complete job profile is available upon request. Please submit a cover letter and resume addressing your qualifications as they align with the job description, along with three professional references, by email to: ugriner@visitmosac.org Email subject line must follow this format: Manager, Guest Experience - [Your Last Name, First Name] Applications that do not follow this format may not be reviewed. No phone calls will be taken for this application.

Pay:

$75,000.00 - $85,000.00 per year

Benefits:

Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance Ability to

Commute:

Sacramento, CA 95811 (Preferred)

Work Location:

In person