As a Lead Tour Guide, you'll serve as an ambassador for our iconic music venue while supporting support daily tour operations. You'll lead tour guides during assigned shifts, coordinate daily schedules and position assignments, and conduct engaging tours while supporting day-to-day operations. As the ideal candidate, you are outgoing, dependable, and service-focused, with strong leadership skills and a passion for sharing our music legacy.
- Provide exceptional guest service and serve as a role model for tour guides. Welcome guests,
provide directional guidance, and share information that enhances the visitor experience.
- Coordinate daily tour operations. Assign tours, breaks, meal periods, and setup/strike duties,
rotate staff assignments, and monitor tour coverage to ensure guides are available at scheduled
tour times.
- Respond to guest concerns and "make it right" situations with a professional and positive attitude.
Escalate operational or facility issues to management as appropriate.
- Present high-energy, entertaining tours while escorting guests through the facility. Actively
engage guests and communicate approved information about the venue, its history, and
legendary artists.
- Support the onboarding and training of new Tour Guides by reinforcing established training
programs and providing hands-on guidance during daily operations.
- Maintain clean, organized, and guest-ready front-of-house and back-of-house areas throughout
each shift.
- Work in both lead and front-line positions as needed to support business demands and
operational success.
- Support emergency response procedures to ensure the safety of guests, staff, and the facility.
- Communicate staffing, supply, operational flow, and employee concerns to the Museum & Tours
leadership to support efficient department operations.
- Model company service basics. Follow all corporate policies, safety and security procedures, and
brand SOPs. Promptly report accidents, facility issues, or unsafe conditions to management.
- Perform other duties as assigned.
Requirements:
Education
- High school diploma or equivalent required
Experience
- 1+ years' experience in customer service preferred
Knowledge, Skills and Abilities
- Effective interpersonal and verbal communication skills
- Public speaking skills
- Excellent Customer Service skills
Physical Requirements
Frequently communicate with guests and tour groups in person, including speaking clearly and projecting your voice to large groups for extended periods. Continuously hear, observe, and respond to guest questions, environmental conditions, and operational needs. Use near, far, and color vision, along with hearing and other senses, to navigate the facility, monitor guest activity, identify safety hazards, and maintain situational awareness. Stand and walk continuously throughout the shift, including on stairs, ramps, and uneven surfaces while leading tours through the venue. Frequently use gross motor skills with frequent use of bi-manual dexterity and fine motor skills to operate radios, audio equipment, ticket scanners, computers, and other tour-related equipment. Regularly lift, carry, push, or pull items weighing up to 5 pounds. Maintain mobility, balance, and endurance necessary to escort tour groups safely throughout the facility and respond appropriately in emergency situations.
Working Conditions
Entertainment environment, subject to both BOH and FOH areas in close proximity to others and
elevated noise levels.
