Guest Experience Manager

7 days ago

Knightsbridge UK, South West London, United Kingdom Paradox Museum Full time

Paradox Museum London is here The fastest growing brand in the edutainment industry has thrown open the doors to it’s flagship venue in Knightsbridge to huge success and as a result we are looking to grow our team We are looking for an energetic and enthusiastic Guest Experience Manager to lead our team in delivering unimaginable and unforgettable guest experiences.


Job Purpose

Reporting directly to the General Manager, the Guest Experience Managers will own the day-to-day operations of the museum, ensuring every member of the Guest Experience team is well coached and equipped with the tools to deliver their objectives.

Main Responsibilities

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.

Experience required

· Minimum two years team leadership experience within a high-volume customer service/leisure/hospitality environment

· Rota creation and communication

· Staff training and performance review.

· Box Office/POS at supervisory level.

· Labor budget management and delivering targeted KPIs ensuring that our staff levels financially match our business needs.

· First aid, fire marshal and personal license certificate holder (desirable not essential)

Personal attributes

· Outstanding organisational and time management skills

· Great communication and presentation skills

· Fluency in English (verbal and written)

· Any additional languages desirable


The ideal candidate has a can-do, hands-on attitude who enjoys working in a fast-paced environment where the focus is delivering as much fun and enjoyment as possible.


The role will require regular evening and weekend work. Following a period of growth, we expect to expand our commercial offering which in turn will enable the creation of more roles within the operations and other departments. This position therefore allows the successful applicants the chance to shape the direction of the business and develop a career path not only within this museum but also within an ever-expanding multi-national company.

Salary: £34,500p.a

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