Manager of Guest Services

Primary Duties and Responsibilities

• Lead, coach, and develop the Guest Services team to deliver a consistently warm, informed, and hospitable experience for all guests and members.
• Oversee daily front-of-house operations, including welcome desks, phone coverage, check-in processes, and staffing plans for regular operations and concurrent events.
• Evaluate the guest journey across the Museum and identify more accessible approaches that reduce barriers, ease stress points, and create memorable touch points.
• Train, inform, and mentor team members on Museum exhibitions, programs, membership, events, and regional attractions so they can serve as knowledgeable and welcoming ambassadors for AMFA and Little Rock.
• Career development opportunities, hospitality training, and cross-departmental learning experiences that strengthen service quality and staff engagement.
• Maintain accurate patron and member records in Tessitura and promote strong data collection practices that support complete, useful, and actionable customer information.
• Support improvements to guest surveys, recognition programs, membership experiences, and check-in workflows that enhance service, increase engagement, and celebrate team success.
• Partner with Marketing and other departments to use guest data to better understand audience behavior, support outreach, and communicate AMFA’s local, regional, and broader impact.
• Support the continued development of front-line systems and tools, including Tessitura upgrades, dashboard creation, and improved reporting practices.

Qualifications

• Highly organized, proactive, and guest-centered leader with strong interpersonal and communication skills.
• Experience leading, training, and scheduling front-line or hospitality-focused teams.
• Knowledgeable about theater ticketing, ushering, seat maps, and other front of house operations.
• Demonstrated commitment to hospitality, customer service excellence, and creating welcoming environments for diverse audiences.
• Experience working with patron, ticketing, membership, or CRM databases; Tessitura experience strongly preferred.
• Bachelor's degree or equivalent combination of education and relevant experience in guest services, hospitality, arts administration, or a related field.
• Ability to work nights and weekends when needed.

Working Conditions and Physical Requirements

• Ability to sit or stand for extended periods (up to five hours) during administrative work and events.
• Frequent walking throughout museum and event spaces, including occasional uneven surfaces and stair use.
• Ability to lift and carry materials up to 25–30 pounds (more with assistance).
• Regular use of hands for handling materials, equipment, and standard office tools, including computers.
• Strong verbal and written communication skills in both quiet and high-noise environments.
• Sufficient mobility, stamina, and flexibility to work varied schedules, including evenings and weekends.
• Work is primarily indoors, with occasional outdoor exposure and moderate noise levels.