Guest Services Floor Supervisor

OMSI•Portland, OR

11d

About The Position

The Guest Services Supervisor is a key public-facing leader of OMSI's Guest Services team, responsible for delivering exceptional service across the museum campus. In addition to ticketing, ushering, answering questions, wayfinding, and concierge desk duties, this role provides on-the-floor supervision, coaching, and support to Guest Services Representatives. The position ensures smooth daily operations, supports revenue goals, addresses guest concerns with professional decorum, and models a proactive, solutions-focused approach to both sales and service in a fast-paced, mission-driven environment. Knowledge and Skills: REQUIREMENTS : Business Practices: Demonstrated interpersonal and communication skills and ability to provide strong culturally-responsive customer service; Demonstrated skills in teamwork and collaboration with colleagues with varied skills and responsibilities; Demonstrated problem-solving skills, with an emphasis on exercising initiative and good judgment while adhering to confidentiality, protocol, and community agreements; Demonstrated ability to pivot between individual and team work; Ability to handle multiple tasks, often with overlapping and time-sensitive deadlines; Demonstrated attention to detail with a high degree of accuracy; Proficiency/ability to learn Google Suite and/or Microsoft Office products. Diversity, Equity, & Inclusion (DEI) Knowledge: Knowledge of current equity, diversity, inclusion and social justice theories and practical applications, including critical theories of systemic oppression, unconscious bias, and personal identity and intersectionality matters; Ability to train staff on customer service best practices, with an emphasis on advancing diversity, equity, and inclusion through a racial equity lens. Supervision: Demonstrated organizational, project, leadership, and people management skills that encourage collaboration, team-building, and accountability that meet individual, departmental, and organizational deadlines and expectations; Ability to model and support a positive team dynamic with an emphasis on coaching and mentoring paid and unpaid staff using asset-based feedback; Ability to manage employee workloads across multiple and simultaneous projects; Ability to maintain excellent working relationships with a variety of partners. Sales & Guest Services : Demonstrated sales-oriented mindset with the ability to explain and promote products, memberships, and events; Demonstrated knowledge of point-of-sale (POS) systems and basic cash handling; Consistent ability to display a welcoming and friendly demeanor toward guests and coworkers; Demonstrated ability to effectively operate in a fast-paced, guest-centered environment. Education & Work Experiences: REQUIREMENTS: 1 years of experience with the following: Demonstrated experience in a fast-paced environment, often with stringent and overlapping deadlines, with an emphasis on handling high-volume customer interactions and transactions; Demonstrated experience working effectively with people of diverse backgrounds and talents. 1 year of supervising staff in a fast-paced, public-facing retail, hospitality, attraction, or service environment. Additional Requirements/Preferences; Including Licenses and Certifications: REQUIREMENTS: Pre-employment checks, such as criminal background checks, reference checks; Current Oregon Liquor Control Commission (OLCC) license: If not licensed , training can be provided at no cost for selected candidates as part of the onboarding process. Exemptions are provided if you qualify for an accommodation under the ADA for medical o r religious reasons; Current Oregon Food Handler's Card: If not licensed , training can be provided at no cost for selected candidates as part of the onboarding process.

Requirements

Demonstrated interpersonal and communication skills and ability to provide strong culturally-responsive customer service
Demonstrated skills in teamwork and collaboration with colleagues with varied skills and responsibilities
Demonstrated problem-solving skills, with an emphasis on exercising initiative and good judgment while adhering to confidentiality, protocol, and community agreements
Demonstrated ability to pivot between individual and team work
Ability to handle multiple tasks, often with overlapping and time-sensitive deadlines
Demonstrated attention to detail with a high degree of accuracy
Proficiency/ability to learn Google Suite and/or Microsoft Office products
Knowledge of current equity, diversity, inclusion and social justice theories and practical applications, including critical theories of systemic oppression, unconscious bias, and personal identity and intersectionality matters
Ability to train staff on customer service best practices, with an emphasis on advancing diversity, equity, and inclusion through a racial equity lens
Demonstrated organizational, project, leadership, and people management skills that encourage collaboration, team-building, and accountability that meet individual, departmental, and organizational deadlines and expectations
Ability to model and support a positive team dynamic with an emphasis on coaching and mentoring paid and unpaid staff using asset-based feedback
Ability to manage employee workloads across multiple and simultaneous projects
Ability to maintain excellent working relationships with a variety of partners
Demonstrated sales-oriented mindset with the ability to explain and promote products, memberships, and events
Demonstrated knowledge of point-of-sale (POS) systems and basic cash handling
Consistent ability to display a welcoming and friendly demeanor toward guests and coworkers
Demonstrated ability to effectively operate in a fast-paced, guest-centered environment
1 years of experience with the following: Demonstrated experience in a fast-paced environment, often with stringent and overlapping deadlines, with an emphasis on handling high-volume customer interactions and transactions
Demonstrated experience working effectively with people of diverse backgrounds and talents
1 year of supervising staff in a fast-paced, public-facing retail, hospitality, attraction, or service environment
Pre-employment checks, such as criminal background checks, reference checks
Current Oregon Liquor Control Commission (OLCC) license: If not licensed , training can be provided at no cost for selected candidates as part of the onboarding process. Exemptions are provided if you qualify for an accommodation under the ADA for medical o r religious reasons
Current Oregon Food Handler's Card: If not licensed , training can be provided at no cost for selected candidates as part of the onboarding process