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.
- 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.
How to Apply:
For consideration, please submit application materials online. This position requires a resume and cover letter.