Guest Services Supervisor

The Malrite Company; Washington (District of Columbia); On-site; USD 44,000 - 54,000; Full time

Job summary

The Malrite Company seeks a Guest Services Supervisor to join the Washington, DC museum team. The role supports floor operations, opening/closing museum duties, hiring, training and staff management, while upholding the museum’s core values.

The ideal candidate will multi-task, work well independently or in a team, and bring strong customer engagement and communication to a diverse public. Experience with scheduling, HR policy alignment, and event supervision is preferred.

Qualifications

• 2+ years of customer service experience
• 2+ years of administrative experience
• Proficiency with Microsoft Excel and Outlook
• Experience using POS Systems
• Strong written and verbal communication skills

Responsibilities

• Resolve guest concerns using standard operating procedures and communicate issues to management with solutions to improve guest experience
• Perform opening/closing responsibilities including safe counts and cash deposits
• Administer Guest Services Department policies and procedures
• Act as supervisor during private events
• Ensure SOPs align with HR policies and communicate across departments
• Assist with hourly hiring including interviews, paperwork, and training
• Support staff scheduling and daily deployments, clock-ins, and ADP system updates
• Support the Guest Services Volunteer Program and daily operations
• Handle internal and external communications, reporting, and calendar updates
• Support GS budget processes including invoicing, budgeting, payment requests, payroll, and forecasting
• Collaborate with GS Management on floor posts, staffing, and museum experience
• Manage department inventory and procurement of supplies
• Research and implement new guest experience policies with accessibility focus
• Perform other duties as required
• High School Diploma or equivalent required, college preferred

Skills

Customer service

Administrative tasks

Microsoft Excel

Outlook

Written communication

Public speaking

Education

High school diploma or equivalent

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Visitor Service Washington, DC, US

2 days ago Requisition ID: 1058

Salary: $49,000.00 Annually

Summary

The Guest Services (GS) Supervisor serves as a key part of the Guest Services Management Team. The ideal candidate will support all department needs including floor operations, opening/closing museum, hiring, training and employee management. The ideal candidate works well independently and with a team and is open to new, creative ideas, can multi-task while fulfilling the Museum core values.

Success Traits

• Detailed oriented – ability to multi-task and have strong organizational skills while taking pride in their work.
• Teamwork – capacity to work with and lead a diverse and unique group of people with distinct personalities, motivations and skills.
• Effective Communicator – have clear, friendly written and oral communication with a diverse public and internal staff/volunteers.
• Upbeat and Cultural fit – enjoys interacting with a diverse group of people and increases the Museum’s competitive advantage through excellent customer engagement.

Responsibilities

• Utilizes standard operating procedures to resolve guest concerns and complaints in an efficient and effective manner. Communicates guest concerns/complaints to management and offers solutions to improve the overall guest experience.
• Performs opening and closing responsibilities including safe counts and cash deposits.
• Administer Guest Services Department policies and procedures.
• Act as supervisor during private events.
• Ensure standard operating procedures follow HR policies and communicate to all other departments.
• Support with hourly hiring, to include but not limited to, interviews, placement, paperwork, and training.
• Assist with staff scheduling and daily deployments, including event scheduling, checks of daily clock-ins, and schedule maintenance in ADP.
• Assist with the GS Volunteer Program, supporting daily operations as needed.
• Handle department written and oral communication internally and externally (Call Center duties as needed). This will include operations reporting, documentation, and calendar updates. Other communication duties are based on need.
• Support the GS Department budgetary process, to include but not limited to invoice processing, budget planning, payment requests, budget reconciliation, payroll, and forecasting.
• Work with GS Management team handling floor posts, supervising hourly team, and facilitating the Museum experience.
• Support department inventory by ordering and replacing department supplies as needed (uniforms, safety equipment, etc.).
• Research and implement new policies, guidelines, and offerings relating to guest experience, with a focus on accessibility. Support GS Manager accessibility lead.
• Performs other related duties and responsibilities as required or assigned.
• High School Diploma or equivalent required, college preferred.

Minimum Experience Required

• At least 2 years of customer service experience.
• At least 2 years of administrative experience.
• Proficiency with Microsoft Excel and Outlook; Microsoft Suite preferred.
• Experience using POS Systems.
• Candidate must show strong written and verbal communication skills.

Skills Preferred

• Strong customer service focus with a passion for a positive and fun work environment.
• Comfortable speaking publicly to large groups of guests.
• Ability to work within a team environment; demonstrate sensitivity to, and respect for a diverse team.
• Desire and ability to provide service excellence
• Able to work with diverse audiences.
• Excellent verbal and written communication skills
• Problem solving and reasoning skills
• Ability to multi-task and work well within a team setting.