Guest Services Supervisor

Review all open positions at the Saugatuck Center for the Arts here: https://sc4a.org/employment-opportunities/

SCA Mission: The SCA nurtures the art, the artist, and our audiences. We foster curiosity and connection through engaging, accessible programming and shared creative experiences. Through art creativity we create wellness, spark joy, and inspire hope.

Position Overview 

If you love creating welcoming spaces, connecting with people, and being part of a creative, service-oriented team, this year-round, part-time role is for you. We are looking for our next Guest Services Supervisor who will set the tone & pace and lead a team to deliver exceptional guest service to everyone visiting the SCA. 

The Guest Services Supervisor oversees box office team training, day-to-day operations, scheduling, and serves as backup when needed. The Supervisor is also the key link between the SCA’s creative and operational team members, actors, musicians, and artists, along with guests.

Position Description

Guest Service Supervisor and their team members are the first people guests encounter when entering the SCA! You and your team are “the face of the SCA”, setting a welcoming tone that encourages guests to stay, explore, and get curious. You and your team members:

• Assist guests with questions about SCA programming and events
• Share information on the current exhibition
• Sell tickets to SCA events
• Assist guests with membership related issues (sell memberships, help with passwords, etc.)
• Assist guests with making donations to the SCA
• Answer community-related questions (where to eat, shop, lodge, park, hike, etc.)
• Keep the lobby neat and clean throughout the day 

Working as the Guest Services Supervisor requires extensive contact with the public (in person, on the phone, via email and text) and the ability to work collaboratively with SCA employees and manage a team. Currently our Box Office is open select hours from September and April, weekdays in May and daily from June through August. 

Key Responsibilities

Team Supervision

• Assist with recruitment and hiring of box office team members
• Train box office staffers in day-to-day operational procedures and event-focused information (ongoing training in collaboration with SCA staffers to reflect new exhibitions, upcoming programs, etc.)
• Supervise team members providing feedback, guidance, and support
• Build the monthly work schedule  
• Function as the emergency back-up for box office staffers

CRM Management General Operations

• Become a fluent user of Neon CRM (Ticketing system, Event registration, Membership, Donor relations) and stay current on database updates
• Be able to train and assist box office staffers with database updates
• Collaborate with Marketing and Development team members in database (data hygiene and management, event registration, reporting, etc.)
• Work with Managers to pull reports as needed
• Monitor emails for boxoffice@sc4a.org, info@sc4a.org and any others as may be assigned
• Maintain phone system operation and greetings throughout the year
• Work at SCA special events as requested  

Ticketing Special needs

• Monitor ADA seating and advise Event Assistants of requirements for each performance
• Set up, sell, and monitor reserved parking spaces for events in SCA lot
• Work with the Marketing Director, monitoring tickets sales for key events
• Monitor comp tickets to ensure all comps follow SCA policy
• Maintain logs for SCA Gift Certificates, donor comps, and other ticket discounts
• Use BOCA ticket printer maintain ticket stock

Accounting

• Process check/cash deposits and deposit to the bank as needed.
• Work with the Sr. Finance Director to reconcile Neon Pay payouts weekly/monthly.
• In collaboration with the Sr. Finance Director, prepare the annual box office budget.

Qualifications

• At least 2 years of supervisory or management experience in high touch, guest facing, creative environment.
• At least 4 years of experience in customer service in a similar organization.
• Highly skilled and capable with technology (i.e. Google Suite, database management, ticketing systems).
• Experience handling currency and credit cards.
• Strong organizational skills and ability to meet deadlines and manage multiple projects simultaneously.
• Excellent interpersonal and customer service skills.
• Ability to follow written and verbal directions promptly.
• Must exhibit a professional appearance and attitude.
• Must be able to work well under pressure and feel comfortable troubleshooting on the spot
• High school diploma or equivalent required; associates degree or some college coursework preferred.

What We Offer

• A dynamic, caring and creative workplace where no two days look the same—in the best way.
• Opportunities to grow skills in leadership, CRM management, arts administration.
• A collaborative and highly supportive team that enjoys good ideas, good humor, and commits to growing together.
• This hourly (non-exempt) position is 15-30 hours/week, with hours worked at the SCA box office. Occasional flexible work for administrative duties may be an option. 
• Pay up to $25/hour depending on experience.
• The Guest Services Supervisor reports to the Marketing Director.