Guest Engagement Manager

Position Title: Guest Engagement Manager

Reports to: Guest Experience Manager

Classification

Type: Full-time, non-exempt (salaried)

Schedule: Approximately 40 hours per week, Tuesday - Saturday and occasional evenings, events, and holidays.

Salary: $39,500–$42,000 annually

Scott Family Amazeum Overview

The Scott Family Amazeum is a hands-on, interactive museum in Northwest Arkansas and recognized as a 501 (c)(3) non-profit organization. We create a fun environment where risk taking, imagining, problem solving, discovery, collaboration, and exploration bring children and adults together to learn and grow.

Core Purpose: The Amazeum exists to spark and nurture the curious and creative spirit in all of us.

Through experiences with the Amazeum, individuals and the community are engaged in building relationships and developing identities as creative, curious, and innovative shapers for the region. Learning at the Amazeum is an active, playful exploration that inspires curiosity. It is rooted in inquiry-based discovery and involves an element of risk. The Education Department of the Amazeum is looking for team members who are enthusiastic about promoting Creativity, Curiosity, and Community.

The Amazeum facility includes approximately 50,000 square feet of indoor space and one acre of outdoor exhibition and activity space. Opening in fall 2026, the Hangout will feature interactive nature exhibits, spaces available to the community and the Early Learning Advancement Center (ELAC). The museum is located at the intersection of Museum Way and J Street in Bentonville, AR.

Position Summary

The Guest Engagement Manager leads and inspires a team that transforms every museum visit into an guest experience filled with welcome, wonder, and joyful discovery. Through exceptional people leadership and operational excellence, this role ensures every interaction reflects our commitment to playful learning, genuine hospitality, and creating meaningful moments for every guest.

Essential Functions

Team Leadership and Development

• Directly manages the core guest experience team (consisting of part time roles: Play Facilitators, Experience Activators, Tinkering Activators, and Team Leads), establishing clear expectations and fostering a culture of curiosity, collaboration, and continuous learning.
• Leads hiring, onboarding, supervising, coaching, recognition, performance feedback, accountability, and ongoing professional growth opportunities
• In collaboration with the Guest Experience Manager, develops and leads team training in areas such as facilitation techniques, guest engagement strategies, customer service protocols, emergency/safety procedures, exhibit operations, and playful learning methods
• Leads the facilitator advancement process, preparing and coaching Play Facilitators as they move into Activator roles through readiness assessments, placement decisions, and transition support grounded in established facilitation standards and assessment tools.
• Provides direct supervision to Activators while ensuring program coordinators have the skills, clarity, and resources needed to provide Activators with effective instruction, supportive coaching, and progressive skill development.
• Develops and equips the Guest Experience Team Leads to be confident shift leaders who are capable of reinforcing expectations, providing timely coaching, responding to guest and operational needs appropriately, and working within established roles and communication pathways
• Encourages the team to contribute ideas, strengthen facilitation practices and make thoughtful adjustments based on guest interests and changing environmental needs.
• Manages team member performance and conduct by setting clear expectations, providing timely coaching and feedback, addressing performance concerns, documenting performance issues, and partnering with People Services on corrective action and other employment decisions as appropriate.
• Conducts team performance evaluations; maintains timely, accurate, and confidential documentation related to team performance and development, and performance concerns.
• Maintains a regular presence in Guest Experience spaces to model facilitation standards, observe team performance, provide feedback, and stay connected to guest and team needs.
• Reviews guest experience team systems and outcomes with departmental leadership and recommends improvements that strengthen consistency, effectiveness, and the guest experience

Guest Engagement and Operations

• Ensures experiences align with Amazeum mission, intended impact, and educational approach for optimal guest experiences
• Sets team priorities and makes staffing and labor decisions that balance guest needs, team capacity, programs, events, and changing museum operations. Monitors and manages supply and staffing expenses.
• Partners with the Guest Experience Coordinator to ensure schedules, supplies, communication systems and operational resources support the teams needs and work
• Responds to changing needs throughout the museum by adjusting staffing plans, supporting guests’ concerns, responding to unexpected situations and coordinating appropriate customer service responses
• Partners cross-departmentally to translate organizational priorities and evaluates requests for guest experience team support into coordinated preparation, effective communication and actionable implementation

• Prepares and directs the Guest Experience team’s support for new exhibits, Unfield Trips, Public Programs, and special events and other museum wide operations.
• Ensure Guest Experience spaces remain welcoming and responsive to guest needs while following established safety, cleanliness, and operational procedures.
• Instills a passion for powerful guest experiences in team members

General Duties

The responsibilities listed above illustrate the types of work that may be performed. Omission of a specific duty does not exclude it when the work is similar, related, or a logical assignment. The Amazeum reserves the right to revise duties and responsibilities as organizational needs change.