Assistant General Manager - WNDR Chicago

at  wndr museum

POSITION OVERVIEW

The Assistant General Manager (AGM) acts as the right hand of the museum’s General Manager and supports
the GM with all aspects of operating the museum. A successful AGM should be preparing to move into a GM
role as WNDR grows, and as such many of these responsibilities are shared with our GMs. The AGM shares
accountability to deliver exceptional Guest Engagement on the floor, and to help create and uphold a
positive and inclusive employee experience. The AGM is expected to build proficiency in all areas of museum
operations to support staff, and may take a larger leadership role in one or more areas of the business as
needed. The responsibilities listed below are not exhaustive and are subject to change at WNDR’s discretion.

COMPETENCIES & REQUIREMENTS:

• Enthusiasm for the WNDR brand and ability to represent WNDR with professionalism and integrity.
• Management experience in the Hospitality, Immersive Experience, Tourism/Theme Park, or Restaurant

sectors

• Exceptional interpersonal skills and ability to communicate clearly, with both empathy and authority

with a diverse team of all races, orientations, genders, and backgrounds

• Ability to organize, direct, and manage projects, holding themselves accountable for activity and

results under your leadership.

• Ability and initiative to establish and maintain effective working relationships with co-workers,

leaders, partners, and the public.

• Ability to problem solve and troubleshoot technical issues
• Familiarity and comfort with technology; Proficiency with Microsoft Office Suite and Google Suite

applications; Familiarity with Basecamp a plus.

• Open availability to work a varied schedule that meets the needs of the business, including evenings,

weekends, and holidays.

• Ability to be present in a space with a significant amount of multi-sensory stimulation including but

not limited to: multiple recorded audio tracks played over speakers, crowd noise, abrupt shifts in
lighting, strobe lights and multiple video devices visible at once.

offerings, and event experiences.

• Implement and promote environmentally sustainable practices in museum operations and caf

experience and events.

• Support the development and execution of educational programs and workshops.
• People Management
• Provide real-time coaching to Floor Managers to increase their effectiveness as leaders an

product knowledge, and safety protocols.

• Facilitate ongoing professional development opportunities for team members.
• Conduct regular safety drills and training for staff
• Encourage a culture of continuous improvement among the team.
• Provide training to designated staff on security procedures and serve as the point of contac

seamless guest experience.

• Troubleshoot and resolve any issues during events.
• Administrative & Revenue
• Execute on company-directed initiatives to drive revenue including, but not limited to, retail

• Museum Operations
• Maintain a safe, clean, and inviting facility for guests, leading routing cleaning and
  maintenance, and partnering with Facilities Manager, AV/Tech Manager, and GM to support

more major needs.

• Report all building or exhibit issues immediately through the WNDR Support Request Form.
• Respond to any museum emergency situations with a professional demeanor, recording all

details in an incident report and communicate out to all relevant partners immediately.

• Source and manage relationships with vendors for museum and lounge supplies, event

services, and other relevant partnerships.

• Negotiate contracts and agreements to ensure cost-effectiveness and quality of services
• Ensure compliance with health and safety regulations, including food safety standards for the

cafe and general safety protocols for the museum.

• Actively seek opportunities for innovation and improvement in museum operations, cafe

offerings, and event experiences.

• Implement and promote environmentally sustainable practices in museum operations and cafe

activities.

• Explore opportunities for eco-friendly initiatives and partnerships
• Guest Experience
• Monitor guest satisfaction (through surveys, emails, and floor observation) to recommend and

make real-time and long-term improvements

• Assist with administrative Guest Experience needs including, but not limited to: management

of all shared museum email inboxes, management of inventory, etc

• Work closely with education specialists to integrate educational components into the museum

experience and events.

• Support the development and execution of educational programs and workshops.
• People Management
• Provide real-time coaching to Floor Managers to increase their effectiveness as leaders and

coaches

• Work closely with the GM to forecast staffing needs and build a talent pipeline to ensure full

staffing with adequate availability that meets the needs of the business

• Create schedules that provide effective floor coverage, maintain fair distribution of tasks across

the team, and allows for maximum flexibility for the business

• Regularly share observations with GM to help identify top performers in need of

developmental opportunities to support career growth, as well as under performers in need of

corrective coaching

• Assist with administrative staff-related needs including, but not limited to: scheduling of

meetings, preparing agendas, supporting annual review cycle, etc.

• Develop and implement training programs for museum staff, focusing on customer service,

product knowledge, and safety protocols.

• Facilitate ongoing professional development opportunities for team members.
• Conduct regular safety drills and training for staff
• Encourage a culture of continuous improvement among the team.
• Provide training to designated staff on security procedures and serve as the point of contact

for alarm responses and emergency situations outside regular operating hours.

• Programming & Events
• Actively engage with the local community to promote the museum’s brand and events.
• Foster partnerships with local businesses, schools, and community organizations to enhance

the museum’s community presence.

• Assist the Director of Sales and Events in following up with leads, communicating with vendors

and contracted guests, and executing events.

• Act as an ambassador for WNDR in an effort to increase event revenue.
• Organize and participate in community events and outreach programs.
• Oversee logistics for events, including setup, coordination with vendors, and ensuring a

seamless guest experience.

• Troubleshoot and resolve any issues during events.
• Administrative & Revenue
• Execute on company-directed initiatives to drive revenue including, but not limited to, retail &

lounge operation, event planning & execution, community engagement, and programming

• Supplement company-directed initiatives with additional ideas to drive revenue and guest

delight, in line with WNDR standards and in partnership with GM and Global team

• Support museum leadership team in building efficiencies
• Collaborate with the marketing team to develop and implement promotional strategies for

museum exhibitions, cafe offerings, and events

• Assist the GM in budget planning and monitoring for the museum, cafe, and events.
• Analyze financial reports to identify areas for cost savings and revenue optimization.