Estate Guest Experience & Operations Supervisor

George Washington's Mount Vernon; Mount Vernon (VA); On-site; USD 26,000 - 33,000; Full time

Job summary

George Washington's Mount Vernon seeks a dedicated Guest Services Assistant to support daily operations across ticketing, shuttle services, and estate experiences, ensuring a welcoming and seamless visit for a diverse audience.

The role emphasizes administrative logistics, scheduling, staff coaching, safety, and high‑quality guest interactions, with weekend/evening work as required and a compensation range of $19–$24 per hour.

Qualifications

• 1 year minimum relevant experience required.
• Strong organizational and planning skills required.
• Must multitask and prioritize.
• Be reflective, creative and proactive, with strong problem solving skills.
• Basic software & technical skills are a must, the willingness to gain more software knowledge is expected.
• Excellent customer service skills and an outgoing, friendly, positive demeanor, is necessary.
• Strong communication skills, oral and written, are required.

Responsibilities

• Provide administrative and logistical support for the Guest Services department and its staff; inventory and order supplies, keys & radios, uniform and printed materials.
• Help to plan, organize and accomplish tasks, training, follow up on work orders, etc. using judgement and experience.
• Support the ever changing needs of our operation by creating signs, flyers and documentation, as well as responding to comments received.
• Help to analyze and maximize our guest‘s experience around the Estate, by understanding the different platforms and services we offer, such as audio tours, etc .
• Coordinate daily Guest Services operations in order to ensure a high quality and consistent guest experience in a safe and friendly environment. Actively observe daily activity and report any quality issues and inconsistencies to departmental leadership. Monitor staff attendance and give morning briefings to ensure proper information sharing.
• Create and distribute schedules, make adjustments as necessary, and evaluate schedule adherence. Respond to guest issues as needed. Keep managers informed of all abnormalities of daily operations and maintain strong channels of communication.
• Assist departmental leadership with maintaining a positive work environment, encouraging morale, and providing staff with the tools necessary to succeed. Serve as backup for relevant duties, as leadership requires. Participate in daily staff coaching as needed, and provide any appropriate information about employee performance to managers in a timely manner.
• Facilitate the daily opening, closing, and security of all relevant facilities. Make certain that essential posts are staffed appropriately. Implement emergency procedures when necessary. Report any incidents and/or concerns related to the safety of our guests, staff, historic structures, and collections to departmental leadership in a timely manner.
• Handle Lost & Found for the Estate, inquiries as well as logistics.
• Support Staff & Guest Services Supervisors as the final escalation point for customer & staff issues.
• Participate in interviewing & hiring of associates and supervisors.
• Continually evaluate & make suggestions for improvement for all regular logistics to create more sustainable & efficient processes.
• Perform Guest Services duties when needed. Maintain a thorough understanding of estate logistics, programs, and content. Be a model for others.
• Assist with other projects as needed.

Skills

1 year experience

Organizational skills

Multitasking

Problem solving

Customer service

Communication

Tools

Software basics

Job description

George Washington's Mount Vernon seeks a dedicated Guest Services Assistant to support daily operations across ticketing, shuttle services, and estate experiences, ensuring a welcoming and seamless visit for a diverse audience.

The role emphasizes administrative logistics, scheduling, staff coaching, safety, and high‑quality guest interactions, with weekend/evening work as required and a compensation range of $19–$24 per hour.