Guest Experience Supervisor

American Printing House for the Blind•Louisville, KY

1d•$56,000 - $70,000•Hybrid

About The Position

The Dot Experience, a unique blend of factory tour, attraction, museum, and education center, aims to shift perspectives on blindness and foster action towards an inclusive world. Scheduled to open in fall 2026, it will serve as the new front door for the American Printing House (APH) headquarters, operating as an integral part of the organization. This role supports the Dot Experience Director in its startup phase, focusing on delivering a high-quality visitor experience from initial interactions to gift shop purchases. The position oversees ticketing, group welcomes, retail sales, and special events, acting as a liaison between leadership and frontline staff to ensure alignment with The Dot Experience's vision and mission. Continuous improvement of the guest experience through operational excellence, accessibility, and inclusive practices is key. The role requires flexibility to work evenings and weekends.

Requirements

3+ years of combined experience in museum guest relations and retail management or a related profession on a comparable scale.
2+ years experience with online retail tools.
Proven success managing inventory, daily cash drawers, deposits, and transactions.
Experience supervising staff or volunteers.
A combination of education, training, and experience may be considered when competency in the role is demonstrated.

Nice To Haves

Bachelor's degree in Hospitality Management, Museum Studies, Business Administration, Retail Management, Communications, or a related field.
Excellent communication and interpersonal abilities.
Understanding of disability, accessibility, inclusion, and equity.
Perspective on museum operations and the cultural impact of museums.
Budgeting and financial management experience.

Responsibilities

Lead daily visitor experience operations, ensuring exceptional, welcoming, accessible, and inclusive service from arrival through departure.
Supervise, train, and cross-train staff to support tours, educational programs, retail operations, ticketing, and special events.
Oversee ticketing, merchandise sales, and accessible merchandising standards, including APH’s unique product tagging and labeling systems; resolve visitor concerns and identify opportunities to enhance the guest experience.
Coordinate and support special events, overseeing visitor-facing operations, ticketing, gift shop displays, merchandise offerings, and event logistics as assigned.
Track and evaluate visitor data through the POS system; prepare reports, provide insights to leadership, and oversee monthly and annual budgeting.
Develop and implement policies, procedures, and operational improvements that enhance efficiency, accessibility, inclusion, and the overall visitor experience.
Model and advance the museum’s mission-driven approach to accessibility and inclusion, recommending improvements to visitor experiences, event logistics, and market spaces.