Museum Guest Experience 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

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.