Job Title/Position: Front End Supervisor

• Reports to: Senior Manager of Guest and Member Engagement
• Status: Full-time
• Schedule: Wednesday-Sunday, 8:00am-4:15pm
• Pay Rate: $17/hour

JOB SUMMARY

The Front End Supervisor provides supervision, training, and work direction to staff at the ticketing and Membership desk, and is responsible for delivering an outstanding guest experiences for all museum visitors. The Front End Supervisor is the point person for Guest Services for all visiting group related needs. Leads are responsible for enforcing museum safety policies, working up to 40 hours/week. The responsibilities of the job take place in the museum.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

Guest Services Supervision and Administration 75%

• Supervise the daily operations of the ticketing and Membership desk, working closely with the Membership Manager and Senior Manager of Guest and Member Engagement to maintain consistency across operations.
• Administer scheduling for Admissions and Membership staff working at the front desk, including: setting the monthly schedule, managing time off requests and shift exchanges, and ensuring a full staffing level at all times.
• Monitor the performance of front desk staff, providing coaching or support as needed.
• Provide ongoing, as-needed training beyond the initial training provided by other managers.
• Perform duties of Guest Services Representative II staff at the front desk when needed.
• Perform end of the day drawer settlement.
• Facilitate volunteer check-in and checkout process.
• Troubleshoot any difficult customer service interactions and follow-up as needed.

School Group Coordination 25%

• Coordinate all functions of school group visits from the Guest Services side of the operation, serving as the main point-of-contact among visiting groups, museum educators, Reservations, and Guest Services.
• Facilitate daily school group orientations, informing groups of museum policies.
• Attend weekly school group planning meeting with representatives from the Education and Reservations departments.
• Prepare all relevant school group scheduling and other orientation materials.

WORK ENVIRONMENT

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Required to use motor coordination and finger dexterity (such as keyboarding, machine operation, etc.): part of the workday.
• Required to speak to customers via telephone, email, and/or in-person: most of the workday
• May be required to lift objects up to 30 pounds: rarely
• May be exposed to physical occupational risks (cuts, burns, exposure to toxic chemicals, etc.): rarely
• May be exposed to a physical environment which involves dirt, odors, and noise, weather extremes, and/or similar elements: rarely
• The normal setting for this position is: Museum Exhibits

JOB QUALIFICATIONS

The requirements listed below are representative of the qualifications necessary to perform the job.

Education and Experience

• High School Diploma or equivalent.
• Previous experience as a shift supervisor.
• Minimum 2-3 years previous customer service experience in a museum or hospitality setting is preferred.

Other Knowledge, Skills, or Abilities

• Cash handling experience is a plus but not required.
• Previous work in a museum or cultural institution setting is preferred.

POSITION DEADLINE

Open until filled.