Experience Manager

About Us

Museum of Ice Cream is an inclusive, immersive brand created to delight visitors both online and in person. The company celebrates creativity, imagination, and childlike wonder, using ice cream as a playful medium to build joyful and memorable experiences.

Role Overview

The Museum of Ice Cream is looking for a proactive, hospitality-focused Experience Manager to help run the museum floor and keep the guest experience vibrant, smooth, and on-brand. Reporting to the Assistant General Manager, this role leads Show and Service Ambassadors (Scoops) and performers, helping ensure guests enjoy engaging moments throughout their visit.

This is a very hands-on leadership position that calls for a strong floor presence, creative thinking, and solid operational judgment. The right person will know how to balance fun, service, and standards while guiding the team with clarity, encouragement, and accountability.

Guest Experience and Floor Leadership

• Oversee day-to-day guest experience on the museum floor so every interaction reflects the brand’s playful personality.
• Manage station assignments for Show and Service Ambassadors, make sure each room and activation is covered, and keep the daily deployment board updated with staffing changes and coverage needs.
• Build and maintain break schedules so employees receive required breaks without compromising operations.
• Help sustain an upbeat, high-energy atmosphere that matches the Museum of Ice Cream culture.
• Coach team members in real time to improve performance and guest engagement.
• Deliver coaching when needed and ensure it is documented and followed up appropriately.
• Maintain performance logs to track development, conduct, and performance patterns.
• Monitor attendance records and address attendance-related issues.
• Support new-hire auditions, onboarding, and training.
• Run daily pre-shift meetings covering operational updates, guest expectations, safety reminders, and team motivation.
• Call out strong performance through recognition and positive reinforcement.
• Ensure opening and closing checklists are completed each day.
• Watch guest traffic and assist with crowd control across the museum.
• Help coordinate birthday parties, private functions, and special activations.
• Support leadership with incident logs, operational communication, and guest concern resolution.

Food, Beverage, and Retail Inventory

• Assist in managing food and beverage and retail inventory processes.
• Track stock for ice cream, toppings, beverages, merchandise, paper goods, and other operating supplies.
• Help maintain par levels and rotate products to keep items available and fresh.
• Support counts, replenishment, and ordering coordination with leadership.
• Keep storage areas tidy, labeled, and aligned with food safety and sanitation expectations.
• Support clean and orderly back-of-house spaces, including storage, supply stations, and prep areas.
• Reinforce responsibility for cleanliness, organization, and readiness across departments.

Safety and Compliance

• Follow Museum of Ice Cream operating procedures and brand standards.
• Help enforce SOPs, including uniform requirements, radio use, and daily operating procedures.
• Ensure compliance with Southern Nevada Health District sanitation and food safety rules.
• Observe safety procedures and assist with incident documentation when required.

Success Measures

• Support sales efforts by promoting shop and cafe items, using basic guest-engagement techniques, and helping the team work toward sales targets while building your own sales skills.
• Contribute to recruiting and onboarding so new team members are welcomed and integrated effectively.
• Set clear expectations for individuals and the team, then work toward meeting them.
• Make fast, informed decisions to solve guest issues and keep operations running smoothly while knowing when to escalate concerns.

Requirements

• At least 4 years of leadership experience in hospitality, attractions, experiential venues, entertainment, or similar guest-facing settings.
• Ability to lift or bend with objects weighing up to 40 pounds.
• Comfortable standing and walking for extended periods, up to 8 hours.
• Strong commitment to guest service and hospitality leadership.
• Background working in energetic, fast-moving environments.
• Excellent communication, organization, and leadership abilities.
• Availability for evenings, weekends, and holidays.

Licensing and Certification Requirements

• Applicants must be at least 21 years old.
• Candidates must have or be able to obtain and keep a TAM Card (Alcohol Awareness Certification).
• Candidates must have or be able to obtain and keep a Food Handlers Card from SNHD.
• Candidates must have or be able to obtain and keep a Non-Gaming Sheriff's Card.
• If needed, candidates must be willing to obtain a Wedding Officiant License, with the cost covered by the company.

Compensation and Benefits

The salary range for this role is USD 60,000 to 69,500 per year, depending on experience. The package also includes an annual bonus and stock options.

• Annual Pink Ball celebration with a guest invitation.
• Unlimited ice cream.
• Competitive pay.
• 16 complimentary museum tickets each year for friends and family.
• Free admission for employees.
• 50% discount on retail items.
• 401(k) plan.
• Dental insurance.
• Health insurance.
• Vision insurance.
• Paid time off.
• Stock options.
• Opportunities to grow within the organization.

Equal Opportunity Statement

Museum of Ice Cream is an equal opportunity employer. Hiring decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law.