Guest Services Supervisor

Summary

The Guest Services (GS) Supervisor serves as a key part of the Guest Services Management Team. The ideal candidate will support all department needs including floor operations, opening/closing museum, hiring, training and employee management. The ideal candidate works well independently and with a team and is open to new, creative ideas, can multi-task while fulfilling the Museum core values.

Success Traits

· Detailed oriented – ability to multi-task and have strong organizational skills while taking pride in their work.

· Teamwork – capacity to work with and lead a diverse and unique group of people with distinct personalities, motivations and skills.

· Effective Communicator – have clear, friendly written and oral communication with a diverse public and internal staff/volunteers.

· Upbeat and Cultural fit – enjoys interacting with a diverse group of people and increases the Museum’s competitive advantage through excellent customer engagement.

Responsibilities

· Utilizes standard operating procedures to resolve guest concerns and complaints in an efficient and effective manner. Communicates guest concerns/complaints to management and offers solutions to improve the overall guest experience.

· Performs opening and closing responsibilities including safe counts and cash deposits.

· Administer Guest Services Department policies and procedures.

· Act as supervisor during private events.

· Ensure standard operating procedures follow HR policies and communicate to all other departments.

· Support with hourly hiring, to include but not limited to, interviews, placement, paperwork, and training.

· Assist with staff scheduling and daily deployments, including event scheduling, checks of daily clock-ins, and schedule maintenance in ADP.

· Assist with the GS Volunteer Program, supporting daily operations as needed.

· Handle department written and oral communication internally and externally (Call Center duties as needed). This will include operations reporting, documentation, and calendar updates. Other communication duties are based on need.

· Support the GS Department budgetary process, to include but not limited to invoice processing, budget planning, payment requests, budget reconciliation, payroll, and forecasting.

· Work with GS Management team handling floor posts, supervising hourly team, and facilitating the Museum experience.

· Support department inventory by ordering and replacing department supplies as needed (uniforms, safety equipment, etc.).

· Research and implement new policies, guidelines, and offerings relating to guest experience, with a focus on accessibility. Support GS Manager accessibility lead.

· Performs other related duties and responsibilities as required or assigned.

Minimum Education Required

· High School Diploma or equivalent required, college preferred.

Minimum Experience Required

· At least 2 years of customer service experience.

· At least 2 years of administrative experience.

· Proficiency with Microsoft Excel and Outlook; Microsoft Suite preferred.

· Experience using POS Systems.

· Candidate must show strong written and verbal communication skills.

Skills Preferred

· Strong customer service focus with a passion for a positive and fun work environment.

· Comfortable speaking publicly to large groups of guests.

· Ability to work within a team environment; demonstrate sensitivity to, and respect for a diverse team.

· Desire and ability to provide service excellence

· Able to work with diverse audiences.

· Excellent verbal and written communication skills

· Problem solving and reasoning skills

· Ability to multi-task and work well within a team setting.

To Apply

Please include your resume and cover letter.