Museum Guest Experience Lead

J B Speed Art Museum; Louisville (KY); On-site; USD 42,000 - 62,000; Full time

Job summary

J B Speed Art Museum is seeking a Guest Experience Supervisor to support the Associate Director in daily operations and provide on-site supervision, coaching, and training for Guest Experience staff. You will ensure a welcoming, consistent guest experience aligned with the Museum's mission and service standards.

The role involves assisting with admissions, ticketing, membership, merchandise, and donations. The ideal candidate has prior supervisory or training experience in a customer service

Qualifications

• High school diploma or GED required or equivalent.
• Experience in training, coaching, or supervising staff in a customer service environment preferred.
• Experience with computerized ticketing systems preferred.
• Experience with digital POS or cash register systems preferred.
• Strong verbal, interpersonal, and organizational skills required.
• Ability to work with the public, donors, volunteers, and staff with tact and diplomacy.
• Proficiency with Museum software, including Altru by Blackbaud, is preferred.

Responsibilities

• Supports day-to-day operation of the Guest Experience team and supervises on-site.
• Trains Guest Experience Associates on policies, procedures, and service standards.
• Provides coaching and guidance to staff and escalates concerns as needed.
• Resolves guest service concerns and supports follow-up with leadership.
• Handles cash procedures, till verifications, deposits, and end-of-shift reconciliations.
• Represents the Museum in Guest Experience capacity and models service standards.
• Welcomes guests, answers questions, and shares information about programs and amenities.
• Processes admissions, ticket, membership, merchandise, and donations using Altru and other POS tools.
• Responds to inquiries by phone and email and redirects to appropriate staff.

Skills

Training & coaching

Customer service supervision

Cash handling

Ticketing systems

Verbal communication

Interpersonal skills

Organizational skills

Education

High school diploma or GED

Tools

Altru by Blackbaud

POS systems

Job description

J B Speed Art Museum is seeking a Guest Experience Supervisor to support the Associate Director in daily operations and provide on-site supervision, coaching, and training for Guest Experience staff. You will ensure a welcoming, consistent guest experience aligned with the Museum's mission and service standards.

The role involves assisting with admissions, ticketing, membership, merchandise, and donations. The ideal candidate has prior supervisory or training experience in a customer service