Supervisor, Guest Experience Operations

Art and Wellness Enterprises; Bentonville (AR); On-site; USD 42,000 - 64,000; Full time

Job summary

Crystal Bridges and The Momentary seek a Supervisor, Guest Experience Operations to lead the Guest Experience team, ensure a safe, engaging environment for visitors, volunteers, and staff, and uphold museum policies across daily operations.

The role reports to the Assistant Manager/Manager Guest Experience Operations and requires strong leadership, cash handling, and cross-department collaboration; evening/weekend availability is expected.

Qualifications

• High School Diploma or GED required; an associate degree is preferred.
• Driver’s license required.
• Minimum two years of supervisory experience in customer service or related industry preferred.
• Ability to lead a team while performing Guest Services tasks.

Responsibilities

• Oversee daily Guest Experience operations and ensure safety.
• Train, develop, and evaluate Guest Experience Associates.
• Coordinate with other museum departments for events and policies.
• Maintain Tessitura and related technology.
• Handle cash deposits and financial reconciliations.

Skills

Team leadership

Customer service

Cash handling

Communication

Multitasking

Education

High School Diploma or GED

Associate degree preferred

Tools

Tessitura

Cash register system

Job description

The Momentary is a venue for the music, art, and food of our time; and a catalyst for creativity and economic vitality. An extension to Crystal Bridges, the Momentary is a ‘living room’ where community gathers to be inspired, connected, and joyful.

Job Description:

Position Title: Supervisor, Guest Experience Operations

Reports to: Assistant Manager/Manager Guest Experience Operations

FLSA Classification: Non-Exempt

Location: Bentonville, Arkansas (on-site)

Date Reviewed: March 2026

About Crystal Bridges & The Momentary:

Crystal Bridges is a museum of American art located in Bentonville, Arkansas. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded by Alice Walton in 2005, the museum opened in 2011 and is a public, non-profit charitable organization with free admission.

The Momentary is a new contemporary art space that opened to the public on February 22, 2020, in downtown Bentonville, Arkansas. A satellite to Crystal Bridges, the Momentary presents visual, performing, and culinary arts. The mission of the Momentary is to champion contemporary art’s role in everyday life and explore the unfolding story of contemporary American arts in an international context by actively commissioning and exhibiting outstanding works that explore new ideas and inspire action.

Position Summary:

The Guest Experience Supervisor is a critical role to the overall success of the guest experience at Crystal Bridges and The Momentary. The Supervisor will assist the Management Team in providing strong, positive, enthusiastic, and diverse leadership as well as oversight to the Guest Experience Associates in the completion of daily activities. It is the Supervisor’s duty to assist the Managers with overseeing the daily operations of the Guest Experience team to provide a safe and secure environment for art works on display, guests, staff, volunteers, and members of Crystal Bridges and The Momentary while ensuring a positive guest experience. It is necessary to assist the Managers in ensuring the development, oversight, and enforcement of internal and external policies, which safeguard the Museum’s assets. They will act as a liaison to other museum departments, assist in the development of policy and procedures, and in the absence of the Guest Experience Management Team will take responsibility for addressing unique situations in a timely manner while concurrently performing Guest Experience Associate tasks and providing an outstanding experience to all Museum guests.

Principal Responsibilities:

In conjunction with Guest Experience Management Team:

• Ensure that all Guest Experience Associates are following established policies and procedures necessary to provide an excellent guest experience.
• Assist the Management Team in planning daily operations, editing materials and coordinating efforts and events in which the Guest Experience Department is involved.
• Create, maintain, and implement daily rotation schedules.
• Act as an initial contact for communications and training with other departments.
• Assist in developing policies and procedures and respond immediately to resolve guest, volunteer, and staff inquiries and complaints while supporting museum policies to ensure a positive guest engagement.
• Make decisions that require immediate action and/or attention.
• Be able to perform all duties of Guest Experience Associates and Call Center Associates.
• Report security, personnel, and safety issues to the managers of Guest Experience.
• Assist the management team in training and developing associates and assigned mentees.
• Create and conduct annual reviews for assigned mentees and provide employee counseling, coaching, and development.
• In coordination with the Guest Experience Manager, assist in hiring Guest Experience Associate’s by participating in interviews with a focus on building a diverse and professional staff focused on employee retention and development.
• Collaborate with and supervise the work of the Guest Experience team to ensure all Guest Experience daily operations run smoothly and in accordance with museum policies and procedures.
• Provide basic first aid when necessary and become CPR trained.
• Conduct pre and post shift meetings with associates.
• With Database management, manage the Tessitura ticketing system, including hardware needs, software updates, inputting data from a variety of sources, and all training on related technologies.
• Develop and maintain proficiency in Guest Experience related software including Shift board, EMS, Google docs, Shopify, and Microsoft Office Suite along with others as introduced.
• Coordinate with AWE accounting and management to ensure cash handling procedures are followed and all deposits and tills are accurate.
• Assist in hiring Guest Experience Associates by participating in all interviews and deliberating on finalist candidates.
• Develop and enforce Guest Experience-related processes and procedures to ensure the best possible guest experience.
• Act as a primary contact forcommunications and training with other departments in matters related to Guest Experience front-line responsibilities.
• Generate reports as needed using data from a variety of sources, including Tessitura
• Assist in planning and running events, editing materials, and coordinating effortsinwhich the Guest Experience department is involved.
• Organize and provide training on department-related technology, including Tessitura, scanners, Quest tablets and radios.
• Monitor stock of all relevant brochures, supplies and materials and resupply/order accordingly
• Make decisionsthat require immediate attention.
• Perform all other Departmental Duties as assigned.

Additional Responsibilities:

• Proactively seek and obtain information regarding museum policies, promotions, activities, and events in order to provide the highest level of guest engagement.
• Report to work punctually, dressed in a clean, pressed, approved uniform and fully prepared for each scheduled shift.

Qualifications and Skills:

Education, Training, and Traits:

• High School Diploma or GED and similar experience required. Associate degree from an accredited institute of higher learning preferred.
• Driver’s license required.
• Enthusiasm about being a member of a team developing a major art museum with a strong visitor-centered community dynamic.
• Excellent attendance and punctuality.
• Ability to use good judgment.
• Ability to lead a team while continuing to perform Guest Services Associate tasks.
• Ability to be patient and flexible while also staying energized and focused on providing excellent customer service.
• Ability to multi-task.
• Ability to be a team player.
• Ability to recognize customer service concerns and address professionally.
• Good command of general computer applications and basic math skills.

Work Experience:

• Minimum two years of supervisory experience in customer service or related industry preferred
• Prior experience working with computerized cash register system and ability to accurately balance a cash drawer preferred.

Licenses and Certifications:

none

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: In the work environment described below, position requires ability to communicate with others. Position requires utilizing a computer for prolonged periods of time and good eye/hand coordination. Vision abilities required by the job include close vision.

• Work Environment: The majority of work will be performed in the museum lobby environment. The noise level in the work environment is usually low to moderate. Evening and weekend work hours required.

All offers of employment are contingent on your successful completion (where permitted by state law) of a confidentiality agreement and background check. In addition, you will need to provide proper identification verifying your eligibility to work in the United States.

Crystal Bridges is an equal opportunity employer committed to building and maintaining a workplace that is free of discrimination and harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.