Front of House 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 seeking an experience and guest-centric Front of House (FOH) Manager to lead the Service, Show, and Bar & Cafe teams and execution of the museum's experiential strategy. This includes ensuring that each area of the guest experience is executed efficiently, from ticketing and queue management to immersive experiences and retail interactions. You will collaborate closely with the management team to ensure a seamless operation.

In this role, you will focus on delivering an exceptional guest experience while maintaining smooth daily operations, optimizing staffing, and collaborating with other managers to prepare for high-traffic periods or special events.

Your Day-to-Day:

PEOPLE & TEAM LEADERSHIP

• Lead the Service, Show, and Bar teams, ensuring that each team consistently delivers exceptional guest service while maintaining operational efficiency.
• Work closely with the General Manager (GM) and Back of House (BOH) Manager to align on staffing and resource needs, particularly during high-traffic periods and special events.
• Champion the museum’s culture and values, using employee voice feedback to foster a positive work environment and ensure all team members embody our mission in guest and peer interactions.
• Actively cultivate our feedback and growth culture by ensuring team members are supported in their professional growth and operational responsibilities.
• Communicate regularly with the General Manager to address any escalated issues, particularly during high-traffic periods or special events.
• Provide coaching, training, and feedback to Service Supervisors, Show Supervisors, and the Senior Bartender, ensuring that all staff members are prepared to deliver memorable guest experiences.
• Support the supervisors in maintaining high service standards, addressing any performance issues, and ensuring smooth operations during shifts.

OPERATIONAL MANAGEMENT

• Oversee all guest-facing operations, ensuring smooth execution of ticketing, queue management, guest flow, retail, and service delivery.
• Collaborate with the BOH Manager to ensure timely replenishment of inventory (F&B, retail, and service elements) and maintain cleanliness standards in all guest-facing areas.
• Implement and monitor operational procedures that optimize guest flow and service efficiency, including managing ticketing, queue flow, and guest interactions.
• Coordinate with the GM and BOH Manager to adjust staffing and resources as needed during high-traffic periods, special events, or seasonal peaks.

GUEST EXPERIENCE MANAGEMENT

• Monitor guest satisfaction, collecting feedback to continuously improve service standards, cleanliness, and overall guest experience.
• Implement tactics to enhance the immersive experiences delivered by the Show team, ensuring that guest interactions are engaging, memorable, and aligned with Museum of Ice Cream’s brand values.
• Work closely with the GM to ensure that service standards are met across the board, maintaining consistency in ticketing, queue management, guest flow, and service delivery.

COLLABORATION AND PARTNERSHIP

• Collaborate with the GM to ensure that any unexpected guest flow, staffing, or operational challenges are addressed in real time to maintain service standards.
• Collaborate and communicate well with the BOH Manager to ensure that the two teams are working together to ensure seamless operations, including all guest facing areas are prepared and well managed, resolving real-time challenges across teams or areas of operation. 

Job Type: Full-time

Pay: $70,000 - $80,000

Requirements

THE NECESSITIES AND NICE-TO-HAVES:

• 3+ years of experience managing guest-facing operations in a high-volume environment (retail, hospitality, entertainment, or similar).
• Proven ability to manage Service, Show, and Bar teams, delivering exceptional guest experiences while ensuring operational efficiency.
• Strong leadership skills, with the ability to coach and mentor supervisors and team members.
• Experience working closely with BOH operations, including food prep, inventory management, and cleanliness.

• Familiarity with guest flow optimization, including ticketing, queue management, and immersive experience design.

Benefits

THE GOOD STUFF:

• Competitive pay and annual bonus
• Vision, dental, and healthcare benefits
• Employee assistance program 
• 401K and retirement plans 
• Stock options
• Paid time off
• After five years of employment, additional week off and monetary stipend 
• Annual pinkball (yes, it is “pink-tie” themed company event) 
• Break room snacks and unlimited ice cream 
• 16 free museum tickets per year for friends and family, with free entry for self 
• 50% off retail products 

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.