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Guest Relations Manager
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National Cowgirl Museum and Hall of Fame
Fort Worth, TX (In Person)
$60,000 Salary, Full-Time
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Job Description
Guest Relations Manager National Cowgirl Museum and Hall of Fame - 4.0 Fort Worth, TX Job Details Full-time $55,000 - $65,000 a year 13 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance Life insurance Qualifications Retail sales transactions Teamwork Management Team leadership Merchandising Staff scheduling Attention to detail Mentoring POS Venue guest services POS systems Retail management Full Job Description Guest Relations Manager The Guest Services Manager would play a vital role in creating a welcoming, professional, and engaging experience for all visitors to the museum. This position would oversee frontline staff across multiple areas including reception, the gift shop, the refreshment counter, and the carousel. The Guest Services Manager will ensure that all guest-facing staff provide outstanding service, uphold the museum's mission, and create a positive and memorable experience for every guest. Key Responsibilities Leadership & Training Supervise, train, and mentor Guest Services Associates in reception, gift shop, the refreshment counter, and the carousel. Cross-train staff to ensure flexibility and coverage across all guest service areas. Serve as the primary resource for frontline staff, offering guidance, support, and tools to succeed. Model exemplary guest service standards and ensure all staff embody the museum's mission and values in their interactions. Guest Experience & Service Standards Oversee day-to-day guest services to ensure consistency, professionalism, and excellence in visitor engagement. Act as the point of escalation for guest concerns, resolving issues with professionalism and discretion. Collaborate with other department managers to ensure a seamless visitor experience across exhibits, programs, and events. Monitor guest feedback and work with staff to continually improve service delivery. Operations & Administration Manage staff scheduling for all guest service areas, aligning schedules with daily operational needs and special events. Oversee admissions processes, including ticketing, and front desk operations. Supervise retail operations in the museum gift shop. Work closely with the Buyer/Designer to execute the creative and merchandising vision of the Museum Store, ensuring displays, layout, and customer experience reflect the institution's brand and mission. Translate product and visual concepts developed by the Buyer/Designer into on-floor execution, including product placement, signage, and display standards. Provide real-time feedback to the Buyer/Designer regarding guest preferences, sales trends, and inventory performance to inform future buying decisions. Support implementation of promotional campaigns, signage updates, and event-related retail activations planned collaboratively with the Buyer/Designer. Oversee food service operations at the museum's refreshment counter, including compliance with health and safety standards. Ensure carousel operations are adequately staffed, and guest-friendly, while working with the Operations Director and the Facilities team for compliance and technical training. Collaboration & Communication Partner with facilities, education, and events teams to coordinate staffing and guest service needs for programs and special events. Communicate policies, updates, and expectations clearly to Guest Services Associates through regular team meetings and individual coaching. Participate in strategic planning discussions to provide input on guest experience initiatives and museum-wide improvements. Qualifications Previous experience in guest services, hospitality, retail, or related field (museum, attractions, or cultural institutions preferred). Demonstrated leadership and supervisory skills, with experience managing teams. Strong organizational and multitasking abilities, with attention to detail. Excellent communication, conflict resolution, and interpersonal skills. Experience with scheduling, point-of-sale systems (Lightspeed specifically), and basic reporting. Ability to work evenings, and weekends as needed.