Guest Services Supervisor

California Science Center; Los Angeles (CA); On-site; USD 52,000 - 76,000; Full time

Job summary

California Science Center seeks a Guest Services Supervisor to ensure memorable, safe experiences for guests and staff. This role oversees front-of-house operations, trains and coaches staff, and spends 75% on the floor across galleries, Discovery Rooms, Information Desk, and IMAX Theater.

As a leader, you mentor team members, handle cash flow, and respond to events and emergencies while maintaining exceptional guest service and a welcoming environment.

Qualifications

• 2+ years customer service experience, preferably in museum setting.
• 2+ years supervisory or administrative experience
• Committed to providing quality experiences and exceptional guest service
• Enjoy working with a diverse public and constituent base
• Excellent customer service skills and team player mentality
• Excellent oral and written communication skills; effective in public speaking
• Effective interpersonal skills, with ability to problem solve and de-escalate situations
• Ability to multi-task, be a proactive team member and delegate assignments
• Ability to handle, monitor and record cash flow
• Computer literacy and reporting skills
• Must have open availability to work a flexible schedule including evenings, weekends, and holidays
• Must be able to work events before, during and after normal business hours
• Ability to stand, walk and move around in a high paced environment

Responsibilities

• Be an ambassador of the Science Center’s mission; interact with guests, subordinate team members and all constituents with a welcoming and positive approach
• Be a resource and example for subordinate team members, particularly in interactions with guests, colleagues and Senior Leadership
• Anticipate guest needs and partner with managers to exceed guest expectations.
• Open and close the museum, ensure adequate daily placement of staff
• Oversee, train, mentor and coach staff in all areas of the Guest Services operations
• Collaborate with Guest Services Leadership Team to develop training modules for Guest Services Team, including developing and hosting Injury and Illness Prevention Program training sessions for Floor Team
• Oversee the Guest Services operation in/at Exhibit galleries, Discovery Rooms, Information Desk, and the IMAX Theater
• Prioritize fair and equitable practices; engage equally with subordinates and colleagues; ensure that professional approach guides performance
• Monitor and supervise employees’ daily work activities
• Provide coaching, maintain documentation and update Managers
• Evaluate and communicate staffing/scheduling needs to management team
• Respond promptly to any issues, concerns, safety hazards or emergencies
• Resolve conflict in accordance with established departmental policies and procedures
• Be proactive in resolving employee issues and quickly communicate issues to management team
• Promptly respond/resolve guest concerns in alignment with established policies
• Safe keep and return guest property left on our premises
• Manage queues and guest flow to prevent bottlenecks and gridlock
• Monitor ticket taking, loading, seating and exiting for all necessary areas
• Follow all processes in place for cash handling to prevent shortage, theft or loss
• Promptly report areas/exhibits that must be cleaned or repaired to maintain a safe and clean environment
• Perform other duties as required

Skills

Customer service

Supervisory experience

Public speaking

Communication skills

Cash handling

Computer literacy

Reporting skills

Multi-tasking

Team player

Job description

The Guest Services Supervisor provides a memorable and safe experience for guests, staff and all constituents. They are responsible for creating a welcoming environment and are a model for subordinate staff, while ensuring that policies and procedures are followed. The Supervisor is Leadership's first responder for Host and Guest interactions. They assist with daily activities of the operation, including hosting, training, mentoring and coaching staff in all front-of-house areas. Supervisors spend 75% of their work day on the floor overseeing exhibit galleries, special exhibitions, Discovery Rooms, the Information Desk, the IMAX Theater and other areas as assigned. The Supervisor collaborates with the Reservations Team to provide supervisory assistance to the Box Office and Attractions. Supervisors have regular and/or daily duties including, but not limited to, daily reports, submitting work orders, cash-handling, training and reporting. They work and oversee Guest Services staff for events that take place during non-public hours, including early mornings, evenings and weekends. The Supervisor may be required to perform other duties as necessary.

QUALIFICATIONS

• 2+ years customer service experience, preferably in museum setting
• 2+ years supervisory or administrative experience
• Committed to providing quality experiences and exceptional guest service
• Enjoy working with a diverse public and constituent base
• Excellent customer service skills and team player mentality
• Excellent oral and written communication skills; effective in public speaking
• Effective interpersonal skills, with ability to problem solve and de-escalate situations
• Ability to multi-task, be a proactive team member and delegate assignments
• Ability to handle, monitor and record cash flow
• Computer literacy and reporting skills
• Must have open availability to work a flexible schedule including evenings, weekends, and holidays
• Must be able to work events before, during and after normal business hours
• Ability to stand, walk and move around in a high paced environment

MAJOR JOB RESPONSIBILITIES

• Be an ambassador of the Science Center’s mission; interact with guests, subordinate team members and all constituents with a welcoming and positive approach
• Be a resource and example for subordinate team members, particularly in interactions with guests, colleagues and Senior Leadership
• Anticipate guest needs and partner with managers to exceed guest expectations.
• Open and close the museum, ensure adequate daily placement of staff
• Oversee, train, mentor and coach staff in all areas of the Guest Services operations
• Collaborate with Guest Services Leadership Team to develop training modules for Guest Services Team, including developing and hosting Injury and Illness Prevention Program training sessions for Floor Team
• Oversee the Guest Services operation in/at Exhibit galleries, Discovery Rooms, Information Desk, and the IMAX Theater
• Prioritize fair and equitable practices; engage equally with subordinates and colleagues; ensure that professional approach guides performance
• Monitor and supervise employees’ daily work activities
• Provide coaching, maintain documentation and update Managers
• Evaluate and communicate staffing/scheduling needs to management team
• Respond promptly to any issues, concerns, safety hazards or emergencies
• Resolve conflict in accordance with established departmental policies and procedures
• Be proactive in resolving employee issues and quickly communicate issues to management team
• Promptly respond/resolve guest concerns in alignment with established policies
• Safe keep and return guest property left on our premises
• Manage queues and guest flow to prevent bottlenecks and gridlock
• Monitor ticket taking, loading, seating and exiting for all necessary areas
• Follow all processes in place for cash handling to prevent shortage, theft or loss
• Promptly report areas/exhibits that must be cleaned or repaired to maintain a safe and clean environment
• Perform other duties as required

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. The California Science Center Foundation is dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.