Experience & Training Manager

Who We Are: 

Museum of Ice Cream is an inclusive & immersive brand, designed to captivate your sweetest fantasy and sugar-filled daydreams online and IRL. At Museum of Ice Cream, we invite you to believe in the magic of creativity, to remind you that inclusive spaces do exist, and to show you that childlike wonder is worth savoring. In our world, ice cream is the agent of change and the vehicle to ignite the creative spirit that lives in all of us. Fueled by the power of imagination, MOIC is a universe of possibilities with tons of room for you to explore.

Who You Are: 

Museum of Ice Cream is looking for an Experience & Training Manager to join our fun-filled team. We need your team building, collaboration and coaching skills to help drive our employee and guest experience with a focus on delivering our inclusive and positive culture.

In fulfilling your roles and responsibilities as a manager, it is also expected that you uphold and model our culture, values and standards of conduct.

Your Day-to-Day:

PEOPLE

• Role-models behaviors of exceptional hospitality, including interacting, engaging and elevating the guest experience at all levels 
• Clearly communicates and delivers consistent experience/guest flow and for each room
• Develops training of guides to ensure knowledge retention of scripts and/or other guest prompts
• Collaborates with other experience leads to unite language and guide scripts 
• Delivers consistent and appropriate feedback to improve employee performance
• Directly responsible for the management and development of the experience leads
• Supports Assistant General Manager and General Manager with staff Scheduling
• Facilitates orientation session for new employees and shift meetings
• Contributes to recruitment, auditions & hiring as needed for new guides

PRODUCT

• Ensures scripting and experience is being followed for each room by the guide team
• Develops and updates training materials for guides
• Coordinates and implements guide retrains every 3 months or as needed
• Improves and upholds the standards of the museum including cleanliness and organization for front and back of house
• Performs as shift manager on duty on a weekly basis
• Take ownership of event planning and execution for events and those organized by the sales team
• Support the training of Guest Experience Specialists (GES) for event execution

PROFITABILITY

• Works with General and Assistant Manager to maintain appropriate staffing levels to optimize both guest experience and labor costs
• Adjusts scripts and other guest prompts to promote MOIC treats, product, retail or other promotional offerings 
• Coordinates with management team to educate staff of new company and unit initiatives

Job Type: Full-time

Pay: $65,000 - $75,000 

Requirements

The Necessities :

• Strong working knowledge of working in an experiential/museum based environment (operational manager, experience manager)
• Food Handler or ServeSafe certification required
• TIPS or equivalent alcohol training certification preferred
• Technology proficient (Able to confidently navigate google drive, excel, POS
• systems, and comfortable teaching these systems to others)
• Patient, intuitive, honest, and kind to all
• Shift leading or managerial experience

The Nice-to-haves

• Nice-to-have: Degree in retail, finance, marketing, entertainment, hospitality, or equivalent work experience
• Nice-to-have: Background in hospitality, theater, acting or related industry

Benefits

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Holidays
• Weekend availability

Education:

• High school or equivalent (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Willingness to travel:

• 25% (Required)

Museum of Ice Cream is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected class.