Museum Experience Manager

K About MuSo
Museum of Solutions (MuSo) aims to empower children to become critical thinkers,
innovators, and problem-solvers. Through immersive exhibits, MuSo provides an inclusive
space where children can explore diverse methodologies and develop their ideas to make a
positive impact on the world. Children are encouraged to question, collaborate, and dream
together, while partnerships are fostered to develop solutions. MuSo creates unique
journeys for each child, rooted in reality, and inspires them to take action to solve global
challenges.

About the role
The Museum experience manager is a key professional responsible for ensuring that the
visitor experience is child-based, accessible to a wide audience, and reflects the mission
of MuSo. They will be supervising the Museum experience associates and museum
volunteers; to ensure and support sufficient coverage in exhibit spaces. This role
combines elements of hospitality, education, operations, and guest services to create an
engaging and educational environment for museum-goers.
They have overall responsibility for overseeing and coordinating daily floor operations to
enhance visitor engagement, satisfaction, educational impact and safety by maintaining
exceptional standards of customer service, cleanliness, and physical appearance of all
publicly accessible spaces. They have to work closely with cross-functional teams,
including curators, educators, operations staê, and guest services personnel, to ensure
that the museum provides a seamless and enriching experience for all visitors.
The Visitor Services Supervisor handles customer service issues; ensures museum
standards for cleanliness; and demonstrates exemplary customer service and visitor
engagement to create a welcoming and inclusive environment. The majority of work hours
for this position are spent in public spaces of the museum in direct interaction with the
public.

Specialty duties

• This manager position provides ongoing coaching and mentoring of Museum Experience Associates and volunteers who benefit from a supported employment environment

Key responsibilities

Guest experience and visitor engagement service enhancement:

• Be an ambassador for MuSo; ensure that every guest's experience at MuSo meets or

exceeds expectations, specifically through inclusive, culturally appropriate, positive

and memorable interactions with a friendly and sincere approach.

• Providing excellent customer service to daily visitors along with developing and

implementing strategies to enhance the overall visitor experience, ensuring it aligns

with the museum's mission and goals.

• Managing and responding to visitor concerns, comments and complaints, incidents

and accidents (onsite, email, or phone) including first-aid, questions, and concerns

as they arise.

• Interacting with guests (adults and children) to confirm excellent experiences.
• Oversight of the museums front line staff; such as Museum Experience Associates,

Receptionist, event coordinators including hiring, training, hands on supervision in

providing exceptional customer service to visitors.

• Assigning breaks, lunches and duties to the Floor, Entrance and Volunteer staff.
• Taking the lead in emergency situations and safety issues.
• Ensures the museums safety and security, and cleaning/sanitizing procedures are

communicated to and followed by Floor Staff.

• Serves as the Floor Manager when the museum is open to the public.
• Leads and/or participates in internal meetings to support the needs of specific

audiences, such as school/camp groups and special needs.

• Stay updated with current trends in museum engagement and incorporate

innovative technologies and techniques into programs.

Facility & Exhibit area Management:

• The Manager should supervise and oversee operations at reception, ticketing,

exhibit floors & all other relevant areas to ensure efficient functioning.

• Overseeing and assisting Floor staff in maintaining opening and closing standards.
• Overseeing and assisting Floor staff in maintaining open hours standards.
• Updating all cleanliness standards as needed based on changes to the museum

and/or its procedures.

• Conducting regular facility rounds to identify any maintenance or operational issues
• Oversee the maintenance and upkeep of exhibits and play areas with the Facilities

Manager to ensure they are safe, functional, and engaging.

• Maintaining checklists to ensure that all necessary tasks are completed and nothing

is overlooked.

• Reporting issues or concerns to relevant personnel and ensuring they are addressed

promptly.

• Following up on the resolution process to ensure timely completion.
• Maintaining various records, formats, and documentation related to operations,

inventory, and events.

• Plan and execute the installation and dismantling of temporary and permanent

exhibits.

Staff Planning & Management:

• The Museum Experience manager should able to train, and manage a team of staff,

including educators, museum experience associates and front-line personnel.

• Provide guidance to staff on effective communication with children, engaging

teaching techniques, and ensuring a safe environment.

• Scheduling and managing staff shifts, leaves, and work-offs
• Conducting zone-wise briefings to update facilitators & Staff on required

information.

• Ensuring proper procedures are followed during opening and closing times by the

staff of that particular area

• Conducting daily meetings with the operations staff and related departments to

discuss performance, feedback, expectations, and action plans.

• Ensuring facilitators adhere to grooming standards.
• Coordinate with various museum departments, such as marketing, operations, and

education, to ensure a cohesive and coordinated visitor experience.

• Managing entries and logistics for school groups, parties, and other events.
• Coordinating facilitators' roles during these events.