Overview

Job DescriptionJob DescriptionSUMMARYThe Visitor Engagement Supervisor is a multi-department position responsible for supervising daily museum operations, such as membership, ticketing and retail, as well as the programs that support learning experiences for all visitors. The position is responsible for assisting the Visitor Engagement Managers with staff supervision and morale, fiscal responsibilities, sales growth, maintaining supplies and equipment, and providing ongoing training and professional development. The Visitor Engagement Supervisor has flexibility to shift their focus between management of Visitor Engagement Facilitators, Shipping & Receiving, Reservations Office, and High School Explainers, based on needs of the team and seasonal staffing demands. The Visitor Engagement Supervisor works collaboratively, possesses exceptional organizational and leadership abilities, demonstrates technical aptitude with point-of-sale systems, and brings proven ability to provide exceptional visitor service, analyze and solve problems, establish and meet goals, set priorities, handle diverse responsibilities and deadlines, monitor safety on the museum floor, and manage a diverse staff. This position reports the Visitor Engagement Managers. ESSENTIAL FUNCTIONSStaff Supervision and TrainingHelp maintain a team-oriented environment; maintain effective lines of communication between staff and managementPlan and lead professional development and meetings for staff on professional skills, science content, and facilitationAssist in implementing policies and proceduresEnsure timely communication of essential information to staff and Visitor Engagement Management TeamModel visitor engagement standards for staff; set pace for work quality and productivityAssist with staff performance evaluations; monitor performance and development and provide timely feedback; maintain confidentiality where appropriateSupport Managers in hiring staffManage logistical administration such as daily schedules and timecard approvalGather and report data on relevant metrics for program planning and development and grant reportingMaintain professional boundaries when working with youth and childrenMuseum FloorInitiate visitor engagement and assist all museum guests at all points of the visitor journeyRun the daily operation of the floor programs during open hours and special events: manage the daily schedules, adapt to activity on the museum floor, respond to visitor concerns, and respond to radio calls requiring supervisory attentionUse initiative & enthusiasm on the floor, and engage visitors in friendly and helpful interactions Model and maintain positive interactions with visitor-demonstrating a "yes" attitudeManage visitor concerns with professionalism; demonstrate exceptional conflict management and resolution skillsMaintain appearance and functionality of visitor queues, ticketing areas, retail stores, visitor amenities, and related spaces with a focus on guest and staff safety at all timesCommunicate relevant visitor feedback to appropriate parties in a timely mannerProgram Development and CommunicationAdvise on changes to museum experience and facilitation based on operation needs, learning outcomes, and visitor safetySupport the development of field trip programs and supplemental interventions, museum demonstrations, interdepartmental projects, and other programsFiscal Responsibilities and Sales GrowthReview budgeted/forecasted revenue goals with management and assist in meeting or exceeding those goalsSupport management in driving sales, financial and inventory management, and ensuring that profitability and productivity goals are met; maintain expense controlsParticipate in loss prevention controls/proceduresSupport management in analyzing business performance and implementing action plans to improve revenue through visitor service improvements, merchandising, contests, data analysis, etc.Assist with accurate and timely completion of scheduled inventori