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.