Description:
As a Supervisor, this role entails assuming a leadership position in overseeing floor staff at the USOPM when required, ensuring the seamless execution of daily museum operations. Serving as a cross-trained subject matter expert in both museum operations and content, the Relief Supervisor provides on-demand comprehensive training and coaching to Guest Experience Team Members, emphasizing quality control, accuracy, and consistency in the delivery of the guest experience. When acting as the 'leader-on-duty' for the Guest Experience Team, the Relief Supervisor serves as a cultural leader, promoting and upholding the exceptional hospitality experience at the USOPM.
ESSENTIAL FUNCTIONS:
- Conduct thorough quality assurance and safety audits, including regular emergency drills, to ensure Team Members are well-prepared and committed to providing a secure and top-quality experience for guests.
- Implement and facilitate ongoing service recovery training, empowering Team Members to proactively address challenges and elevate the guest experience by turning potential setbacks into positive interactions.
- Provide oversight and continuous evaluation of the Guided Tour program, ensuring it remains a dynamic and enriching experience for guests, aligning with the highest standards of storytelling, education, and guest engagement.
- Implement and oversee regular knowledge level tests (including Bronze, Silver, and Gold tiers) for Team Members, cultivating a culture of continuous learning. The Supervisor plays a pivotal role in encouraging team members to participate in these tests, fostering a high level of expertise to ensure the delivery of accurate and insightful information, ultimately enhancing the guest experience.
- Conduct comprehensive quality assurance checks to meticulously ensure the seamless operation of all guest-facing functions before arrival, during the visit, and post-visit. This involves a thorough assessment of guest touchpoints to guarantee a consistently high standard of service, optimizing the overall guest experience from start to finish.
- Monitor and respond to TripAdvisor reviews with diligence and professionalism, actively addressing guest feedback to demonstrate a commitment to the museums continuous improvement and to showcase a responsive and guest-centric approach.
- Serve as the Manager On-Duty (MOD), taking charge of the overall operational oversight during designated shifts to guarantee a guest-centric approach and address any emerging challenges promptly.
- Ensure timely flow of guests through each exhibit.
- Provide end of shift report.
- Create daily gameplans.
- Oversee and promptly address inquiries received at contact@usopm.org, providing assistance to guests and addressing their needs.
- Oversee daily activities of guest experience staff including attendance, rotations, breaks, cut times and performance.
- Facilitate daily pre-shift breakout meetings to ensure staff is informed about museum activities, upcoming events, and guest enhancements.
- Provide support and leadership to the Guest Experience Team in exhibit areas, enabling them to deliver exceptional service to guests.
- Manage necessary crowd control throughout the museum, including organization of lines.
- Effectively communicate group arrivals and departures to the Guest Experience Team to ensure seamless coordination and a smooth guest experience.
- Greet and orient large visiting Groups to the museum (i.e., field trips, school groups, tour operators, etc.) ensuring the groups are aware of Museum codes of conduct and rules.
- Verify the proper setup of museum equipment to ensure the museum is prepared and ready for guests.
- Manage breakdown of museum equipment before events.
POSITION REQUIREMENTS:
- At least two (2) years experience in hospitality operations preferred.
- High school education required, with secondary education preferred.
- Proficiency in Microsoft Office (Outlook, Word, PowerPoint, & Excel)
- Display care for others and strong leadership ability
- Be a self-starter and be able to work well with minimal supervision.
- Proven ability to communicate effectively with both internal and external customers.
- Able to clearly express ideas; present verbal information in a straightforward manner; ask questions to open channels of communication; listen to understand the perspective of others.
- Able to problem solve and supervise a team effectively.
- Must work well in a fast-paced work environment and understand how to prioritize customer needs.
- Will require weekend work and occasionally require evening work.