Guest and Member Services Supervisor

Adler Planetarium • Chicago, IL

17h • $19 - $21 • Onsite

About The Position

The Adler Planetarium is seeking an Interim Guest & Member Services Supervisor to join our dynamic team located on Chicago's Museum Campus. This person is responsible for providing outstanding customer service to Adler guests through ticket and membership sales, greeting and checking in groups, and beyond. This position supervises a team of Guest Services Representatives, providing coaching, training, and serving as an example of exemplary customer service in all guest interactions.

Requirements

• High school diploma or equivalent
• Two years of experience in cultural attractions, parks, museums, themed entertainment, or a related guest-facing industry
• Previous experience training, mentoring, and leading teams
• Strong aptitude for math, with a focus on detail and accuracy
• Intermediate knowledge of computerized ticket sales, Google Suite, and Microsoft Office

Nice To Haves

• Associate's degree or higher
• Three years of progressive experience in a leadership position managing teams, projects, and cash reconciliation in a cultural attraction or related industry
• Advanced customer service and project management training
• Intermediate knowledge of Gateway Galaxy POS and ticketing system; knowledge of utilizing data provided through Tableau to make decisions and reconcile reports

Responsibilities

• Maintaining the integrity of the point of sale system, ensuring that all cash, credit, discount, and voucher redemptions are reconciled daily; recording all financial transactions and disparities; and maintaining reports for the business office.
• Preparing and sending cash deposits; counting all cash reserves; maintaining the safe balance; assigning Guest Services Representatives to banks; and processing third-party refund debits and credits.
• Providing exceptional customer service while troubleshooting any concerns that arise from guests, authorizing refunds and exchanges as needed.
• Making changes to the ticketing system in collaboration with all floor teams; tracking and maintaining the will-call system for VIP guests; serving as backup to the manager as needed to support museum-wide initiatives that anticipate guest needs and improve guest experiences.
• Training all Guest Services Representatives on customer service, point of sale, and ticketing system practices, coat check, special event support, phone answering, sales, and all related functions to serve our guests and members.
• Creating weekly schedules and daily assignments for the Guest Services Team, including post assignments, breaks, lunches, and rotations.

Benefits

• 35-hour workweek
• Eligible to accrue up to 15 vacation days per year to start
• 3 sick days as of date of hire (can accrue up to 6.5 days per year)
• 7 Adler paid holidays
• 4 Personal Holidays (Prorated for new hires starting after January 1st)
• Flexible Work Arrangements
• Paid Family Bereavement Leave & Jury Duty
• Paid Parental Leave
• Medical, Dental, & Vision insurance
• Healthcare, Dependent Care & Commuter flexible spending accounts
• Adler Paid Short-Term Disability insurance
• 403B plan with Adler match
• Adler's match is 100% vested immediately
• Eligible to enroll as of the date of hire
• Resources to help address emotional, legal, and financial issues
• Face-to-face, telephonic, and web-based services
• Free subscription to the Calm Premium app
• Employee Loan Program
• Discounted Onsite Parking Program
• Free Entrance to Chicago area museums and cultural institutions

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 51-100 employees