Guest Experience Manager

Team management
With a team of approximately 15-20x the Guest Experience Manager (GXM) will play an integral part in creating a fun, supportive and unified staff culture. Some of the core responsibilities of this area are the completion and timely communication of staff rotas, coaching and training of staff including probation and performance reviews plus conducting basic fact-finding exercises.
Guest Experience
Delivering excellent guest experiences is at the forefront of setting Paradox Museum apart from our competitors. Every interaction our guests have with a member of our team should be enjoyable with a positive outcome and we expect our GXMs to lead from the front with exemplary customer service skills. Our GXMs will know our exhibits inside-out so they can best manage flow through the museum with time-slot management, answer any guest questions and be the first point of escalation. Additionally, GXMs will need to be our ticketing champions so they can best utilise our box office and retail POS systems.
Facilities and Operations
During each shift the GXMs will take ownership of all operational elements of the premises to ensure a safe and secure environment for our staff and guests. These responsibilities include key holding for the building, being the first aider and fire warden, daily reconciliation banking tasks and trouble-shooting any IT and general maintenance issues. In addition to the daily and reactive tasks GXMs will also liaise with our cleaning and maintenance contractors plus complete regular facility reports.

Department responsibility
Each Guest Experience Manager has their own area of responsibility for which they are fully accountable for and report to the General Manager. Each area of responsibility also has direct contact, management from and collaboration with the relevant team from HQ. These areas are: Facilities management, Human Resources, Guest Experience Excellence, Retail Management.