Assistant Guest Experience Manager - Mayflower II

Museum Summary

Plimoth Patuxet Museums is a living history museum of the 17th-century that provides engaging and experiential outdoor and indoor learning environments on its main campus, and at Mayflower II on Plymouth’s waterfront, and at the Plimoth Grist Mill. Our permanent exhibits tell the complex and interwoven stories of two distinct cultures - English and Wampanoag.

Operating on a remarkable property overlooking Cape Cod Bay, Plimoth Patuxet brings the story of the United States’ early foundation to life for hundreds of thousands of visitors each year since its founding in 1947. The main exhibits are enhanced with an exciting array of special events, public programs and workshops that offer a rich and diverse exploration of the 17th-century.

Plimoth Patuxet Museums Inc. is an equal opportunity employer. We value diversity and are committed to creating a welcoming and inclusive environment for all employees.

Position Summary

The Assistant Guest Experience Manager - Mayflower II (AGEM-M) is a leadership position in the Education and Public Engagement department, working onboard Mayflower II and in the exhibit area on the pier. This position helps ensure that the Museum’s customer service philosophy is reflected in every guest interaction by modeling excellent service and fostering a culture of engagement among staff.

The AGEM-M supports daily operations and assumes all duties of the Guest Experience Manager - Mayflower II (GEM-M) in their absence. The role oversees the daily work, programs and tours carried out by Public History Educators and volunteers, while mentoring staff in guest engagement, interpretation, and service best practices.

This role also contributes to the development and implementation of interpretive programming, demonstrations, and interactive activities designed to further engage guests and enliven the visitor experience. The AGEM-M provides accurate historical information according to Plimoth Patuxet Museums’ training and research standards while maintaining a strong focus on guest satisfaction and inclusive engagement.

Because Mayflower II is a fully functioning, seaworthy vessel, this position may require sail training and service as a member of the ship’s crew during sailing programs or vessel movements. In accordance with maritime safety requirements, this role is subject to required drug testing.

Attention to professionalism and best practices in both public history and management are essential. The AGEM-M is part of the team responsible for ensuring the continued success of Plimoth Patuxet’s Museums and its programs. The AGEM-M schedules, directs and supervises the work of the Public History Educators including assigning work and transferring staff as needed to provide optimal coverage of the sites. This position provides timely feedback to direct reports based on their job performance including coaching/mentoring and, if needed, disciplinary actions.

Essential Duties and Responsibilities

  • Engage guests of all ages in the Museum’s programs and exhibits adapting content and activities to meet varying interests, learning styles, and abilities to help ensure an enjoyable, inclusive, and memorable experience for all.

  • Provide a friendly and welcoming presence for all guests and coworkers; model the Museum’s mission, vision, core values and customer service philosophy, and culture of philanthropy.

  • Deliver accurate historical interpretation and regularly lead or support tours, demonstrations, and interactive programs. Contribute to the development and improvement of guest facing programming and activities based on visitor engagement and feedback.

  • Mentor and coach Public History Educators and volunteers in guest engagement, interpretation techniques, and service excellence.

  • Prioritize tasks, assign, direct, and adjust the work of employees and volunteers to ensure effective daily operations and optimal site coverage.

  • When managing, will supervise, coordinate, facilitate and execute daily on-site programs and special events.

  • When managing, will oversee the daily opening and closing activities and procedures on the ship and pier.

  • Carry out departmental work plans.

  • Provide input in decision-making about departmental goals and objectives, the development of new programs, the improvement of existing programs based on guest feedback, and special assignments as needed for intra-departmental projects.

  • Take appropriate steps to correct any potential safety issues.

  • When managing, ensure that all direct reports attend all required meetings and trainings

  • Establish and maintain positive relationships with State Agencies including Massachusetts’ DCR.

  • The AGEM-M evaluates the performance of direct reports and provides coaching, counseling, mentoring. If needed, provide disciplinary actions including warnings up to and including termination.

  • Oversee the correct use and care of artifacts, reproductions and other equipment and supplies.

  • Because Mayflower II is a fully functioning vessel, participates in sail training and has the ability to serve as a member of the ship’s crew as required; comply with all maritime safety regulations, including required drug testing.

  • Perform administrative duties including scheduling, ordering and timecards.

  • Other duties as assigned

This description is not intended to be a complete list of all responsibilities, duties, skills, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of key responsibilities of the job as it is at present, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. This job description may be reviewed by management at any time either to ensure that it relates to the job currently being performed, or to incorporate changes. Management reserves the right to change a job description; and if/when doing so will discuss with the employee so that any changes are understood by the employee.

Required Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Excellent interpersonal skills.

  • Flexibility, resilience and a growth mindset

  • Ability to follow directions. Ability to read, listen, interpret and apply the information you learn.

  • Attention to detail.

  • Fluent in English, with strong verbal skills, and the ability to communicate clearly and engagingly with guests and colleagues.

  • Ability to present information and respond to questions from a diverse audience.

  • Understand the spectrum of learning styles and be able to apply this knowledge in interactions with guests.

  • Demonstrated ability to lead and inspire others toward achieving a common goal

  • Ability to work independently, without direct supervision.

  • Common sense and good judgment. Ability to identify and solve problems that put safety and the guest experience at the center of each decision. Ability to prioritize and be flexible according to changing conditions. Seeks out help when needed

  • Demonstrated interest in public history and an interest in conveying the history of 17th- century Plymouth Colony and the Wampanoag Homeland to diverse audiences.

  • Must be able to read and interpret a variety of historical sources. Within a reasonable period, must demonstrate understanding of the time-period.

  • Skilled at using Google Suite, Zoom and other computer applications

  • Must be able to meet applicable maritime safety requirements, including participation in required drug testing programs.

Education and Experience

  • High School Diploma or equivalent required; BA/BS in related field or equivalent experience preferred

  • Prior supervisory or team lead experience required, including responsibility for directing daily work, providing performance feedback, and supporting staff development.

  • Experience working successfully with the public, preferably in a museum or other educational/cultural organization focused on the learner’s experience and on hospitality such as a cultural attraction.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Duties may include:

  • This position requires indoor and outdoor work, sometimes in adverse climatic conditions.

  • Duties may include working sitting, standing, bent over or kneeling; may involve some lifting and moving of objects up to 25lbs;

  • Standing for extended periods;

  • Climbing stairs, ladders, companionways, and/or gangways.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

  • The workplace is not climate controlled.

  • This position requires outdoor work in a variety of conditions (for example cold, rain, hot, humid weather).

  • Work may be performed in dusty and smoky environments; in dimly lit areas.

  • The noise level in the workplace varies from quiet to loud.

Additional Requirements

The Museum is open 7 days a week April through the end of November. You must be available to work Saturdays, Sundays and some holidays, including Thanksgiving Day. Typical hours during the Museum’s Open Season (March-November) are 9:00am - 5:00pm, five days a week through the end of November, and 9:00 AM – 5:00 PM Monday – Friday from December through March. Flexibility in work hours and days off is required. Depending on the season, this position may include working additional night/weekend hours or days as needed.

Position Type and Salary

  • Full-time, year-round
  • $40,040.00/year

Core Commitments

Whether part-time or full-time, year-round or seasonal, all staff and volunteers at Plimoth Patuxet advance the Museum’s educational mission and strategic goals. They uphold the Museum’s core values and principles in their work and in all of their interactions with the public and with coworkers. This commitment helps to ensure that Plimoth Patuxet’s reputation for excellence is maintained and that, as stewards of the Museum, we are helping to create a relevant and sustainable future for Plimoth Patuxet Museums. The core principles that guide us in our work are:

  • Safety and Comfort

  • Compassionate Customer Experience

  • Professional Excellence

  • Personal Accountability

  • Advance a Culture of Philanthropy

  • Teamwork

Interested candidates are encouraged to apply by submitting a PDF file of your resume, and cover letter to apply@plimoth.org, or by submitting them by US mail to the following address:

Plimoth Patuxet Museums
Attn: Human Resources
137 Warren Avenue
Plymouth, MA 02360