Guest Services Supervisor

Description:

RESPONSIBILITIES

• Supervise the Guest Services team

• Ensure visitors are greeted in a positive and welcoming manner. This includes having knowledge of programs and activities.

• Exemplify best practices in customer service and respond to daily operational needs through consistent floor presence.

• Assist Visitor Experience Manager with daily operations including but not limited to:

• Admissions and Coat/Stroller Check

• Security is always at their post

• Answer phones and direct calls as needed.

• Collect daily statistics including attendance and revenue (End of Day Reports)

• Daily cash drops/pickups

• Manage inventory as needed.

• Museum Store merchandise purchases and vendor relations

• Provide consistent feedback and expectations for the Guest Services team and help identify opportunities for individuals to grow and develop new skills.

• Monitor departmental policies and procedures to ensure efficient and accurate operations, cash management, and reporting.

• Monitor the museum floors, provide necessary support, and communicate all guest issues/concerns.

• Help with implementing training materials and keep the team informed of all policies, procedures, and updates.

• Problem-solve customer service matters onsite, via email, and by telephone to ensure

• Standing required for a majority of the shift as well as assisting in lifting items such as strollers and boxes under 50 lbs.

• Organize orders and update inventory in the database for the Museum Store.

• Weekend availability required.

• Additional related duties as needed.

QUALIFICATIONS

• Minimum two years related supervisory/front-of-house customer experience

• Exceptional customer service skills

• Ability to work well under pressure and to work with team members of various levels

• Effective, professional communication skills

• Exemplary computer skills preferred