The Visitor Experience Supervisor will ensure the successful supervision of the Admissions & Visitor Experience staff, programs, events, and visitor experiences. The Supervisor will work with the Admissions, Visitor Experience, and Museum Learning staff and across departments to guarantee high quality, visitor experience and excellent customer service. This position will energize, motivate, train, evaluate, support, and uplift staff through observations, policies and procedures, and staff training.
- Provides direction to other individuals.
- Oversees the daily operations of the department and/or staff.
- Has the authority to recommend hiring, discipline, termination, assign work, train, scheduling, and evaluate performance.
- “Manager on Duty” (MOD) responsibility
- Actively supervise and manage the Admissions & Visitor Experience Assistants in all areas related to visitor experience and duties, including front desk operations, exhibit engagement, program facilitation, opening and closing procedures of exhibits, staff scheduling, training, and carousel operation Assist the Member & Visitor Experience Manager in yearly performance reviews of all Visitor Experience staff.
- Communicate and coordinate with the Member & Visitor Experience Manager on all staff and visitor concerns and assist on ensuring the successful implementation of front desk customer service including visitor entry, ticketing, membership sales, and phone and email inquiries.
- Communicate and coordinate with security onsite regarding any visitor issues as they relate to visitor experience and safety.
- Act as the point of contact for all visitor issues and concerns resolving them tactfully and quickly.
- Maintain knowledge and ability to troubleshoot front desk technology (POS/Altru Database).
- Ensure proper opening and closing procedures of admissions front desk.
- Maintain awareness of current Museum procedures to best answer visitor questions in a friendly and professional manner. This includes in-person interactions as well as assisting the Admissions & Membership staff with incoming calls and emails with inquiries related to visiting the Museum, ticketing, parking, exhibits, programs, and events as needed.
- Actively participate in all training classes and properly implement new skills and assist in training new staff as needed. Attend and participate in weekly operations meetings.
- Other duties as assigned.
- Associate or bachelor’s degree in early childhood education, Museum Education/Museum Studies, Hospitality required. Undergraduate and graduate students and retired educators are encouraged to apply.
- Minimum 2 years supervisory experience required.
- Must be able to effectively supervise and motivate staff in a team environment.
- Must possess excellent interpersonal, written, communication skills.
- Bi-lingual (preferred)
- 3 – 5 years of experience in customer service function i.e., sales and working in a museum or similar environment in a related field a plus.
- Available to work weekends and evenings as needed.
- Proficient with main suite of Microsoft Office applications (Word, Excel, Power Point, Outlook) and experience with POS systems and membership software (Altru database) preferred.
- Ability to work in a fast-paced environment, analyze situations and respond quickly to deliver effective solutions.
- Ability to embrace and demonstrate the Museum’s Mission, Values, and DEIBA Commitment.
- Must have PA Act 153 clearances (PA criminal history, FBI fingerprints, and PA Child Abuse) completed prior to hire.
- All employees are required to have COVID-19 vaccination, COVID-19 booster, and flu vaccination, as a term and condition of employment.
Physical Requirements & Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Is regularly required to use hands.
- Must be able to reach with hands and arms.
- Must be able to use hands and fingers continuously.
- Able to remain stationary for extended periods of time.
- Is frequently required to stand and walk for long periods of time; will frequently be required to move from one position to another.
- Ability to perform the physical requirements of the position, i.e., pushing, pulling, reaching, bending, squatting, kneeling, and climbing.
- Required to talk and hear.
- Able to see and read computer screens.
- Able to read fine print and/or normal size print.
- Ability to walk up and down flights of stairs; and stand for periods of time every day.
- Ability to lift and/or move up to 10 – 20 pounds.
- Ability to climb stairs.
- Ability to grasp objects, type, pick up objects, move objects or hold objects.
- This job is performed in a public and office environment. The employee must be able to focus on assigned tasks where activity and interruptions are constant and demanding.
- Visitor facing environment.
- The individual performing this job must be comfortable in an environment where people are coming and going regularly.
- The noise level in the work environment is typically moderate but ongoing, noise level may be overstimulating at times.
The statements in this job description are intended to describe the general nature and level of work being executed by the employee assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position or individual and may change at any time with or without notice.
Please Touch Museum offers an excellent work environment, benefit, generous time off package and competitive salary. To apply for this opportunity, please fill out our online application. Should you have questions on the application process or require assistance in completing our application, please email email@example.com.
It is the policy of Please Touch Museum to ensure equal employment opportunity without discrimination or harassment on account of a person’s race, color, religion, creed, sex, gender, gender identity or expression, sexual orientation, pregnancy, national origin, age, citizenship, marital status, family status, veteran status, genetic information, disability or any other protected group or status.
Equal opportunity is applied in all aspects of the employment relationship and personnel actions, including but not limited to, recruiting, hiring, orientation, assignment, employee development, discipline, promotion, demotion, transfer, assignment, separation, pay and compensation, benefits, layoff and recall, granting of and return from leave of absence, training and education, employee facilities, and social programs. Furthermore, all employment decisions, policies, and practices are in accordance with applicable federal, state, and local anti-discrimination laws.