Guest Experience Supervisor

Description

The Guest Experience Supervisor supports the Guest Experience Associate Director in the day-to-day operation of the Guest Experience team and provides on-site supervision, training, and coaching for Guest Experience Associates. This role helps ensure that every guest receives a welcoming, positive, and consistent experience aligned with the Museum’s mission and service standards. The Guest Experience Supervisor serves as a host to the Museum’s guests, volunteers, and staff in person, by telephone, and through technology; provides information about Museum programs, amenities, and services; and supports admissions, ticketing, membership, merchandise, and donation transactions at the Guest Experience desk and throughout the Museum.

Duties and Responsibilities:

· Supports the Guest Experience Associate Director with the day-to-day operation of the Guest Experience team. · Trains Guest Experience Associates on established Guest Experience policies, procedures, service standards, and job responsibilities. · Provides day-to-day coaching and guidance to Guest Experience Associates and escalates performance concerns to the Guest Experience Associate Director. · Responds to and resolves guest service concerns within the scope of the role. Escalates significant or recurring issues to the Guest Experience Associate Director and supports follow-up as needed. · Supports daily cash-handling procedures, including reviewing and approving closed drawers, verifying till bags and deposits, and completing end-of-shift reconciliations, audits, and adjustments in accordance with established procedures. · Represents the Museum in a Guest Experience capacity and models Museum-wide service standards and expectations. · Welcomes guests to the Museum, answers questions about Museum activities and amenities, communicates Museum policies, provides directions, and shares other information as requested. · Supports guest data collection and periodic guest surveys as directed. · Assists guests with information about the neighborhood, city, and region, including directions, restaurants, accommodations, and other attractions. · Processes admissions, ticket, membership, merchandise, and donation transactions using Altru by Blackbaud and other approved point-of-sale tools. · Responds to telephone inquiries courteously and efficiently, answers guest questions, and redirects calls to the appropriate staff member as needed. · Responds to inquiries received through the Museum’s public email addresses courteously and efficiently, answering guest questions and redirecting messages to the appropriate staff member as needed. · Provides day-to-day guidance to volunteers and answers basic questions about the volunteer program, escalating programmatic or performance matters to the Guest Experience Associate Director. · Assists guests at the coat check station as needed, including providing wheelchairs, strollers, and personal bag storage. · Performs related work as required.

Requirements

Competencies:

· Experience providing training, coaching, or day-to-day supervision in a customer service environment preferred. · Experience with computerized ticketing systems preferred. · Experience with digital point-of-sale or cash register systems preferred. · Strong verbal, interpersonal, and organizational skills. · Ability to work effectively with the public, donors, volunteers, and other staff using tact and diplomacy. · Ability to become proficient with Museum-specific software, including Altru by Blackbaud. · Flexible schedule required, including evening and weekend availability. · Ability to function independently and remain flexible amid interruptions and changing priorities.

Minimum Requirements:

High school diploma, GED, or equivalent required. Previous customer service experience required. Previous supervisory, lead, or training experience preferred.

Essential Skills:

• Models the Museum’s mission, culture, and service standards.
• Ability to train, coach, and support a diverse staff.
• Delivers excellent customer service and works effectively with staff, board members, donors, volunteers, and the public.
• Takes initiative, works effectively with limited supervision, demonstrates attention to detail, and maintains strong organizational skills.
• Excellent verbal and written communication skills.
• Presents a professional image in work attire and demeanor.
• Functions independently and remains flexible amid interruptions and changing priorities.

Physical Demands and Work Environment

1. Extensive use of telephone and computer throughout the workday.
2. Sits, reaches, walks, climbs, and lifts intermittently throughout the workday so the requirements of this position can be fully met.
3. Communicates using English language.
4. Sees and hears or uses prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met.
5. Able to lift, push, pull, and move merchandise, supplies, etc., up to thirty-five (35) pounds throughout the workday.

Position Type/Expected Hours of Work · This is a full-time, non-exempt position of up to 40 hours per week and is eligible for overtime in accordance with applicable law.