Guest Services Supervisor

Great Lakes Science Center•Cleveland, OH

4d•$43,888•Onsite

About The Position

At Great Lakes Science Center, we make science, technology, engineering and math (STEM) come alive for guests of all ages. We believe in the value of using real scientific challenges through opportunities to invent, design, tinker and create to encourage curiosity and experimentation. The Science Center remains committed to developing informal science education programs that inspire young minds, improve STEM literacy and cultivate the creative, critical thinkers who will shape the future of Northeast Ohio. Over the last decade, Great Lakes Science Center has repeatedly launched innovative strategic initiatives that received national recognition. In 2013, the organization launched Cleveland Creates, an initiative in collaboration with corporate leaders to change the community’s narrative around advanced manufacturing for diverse middle-school youth and families. This work was recognized by the White House Office of Science and Technology Policy, who chose the Science Center as the unveiling site for the National Week of Making with Mythbuster’s host Adam Savage in 2016. The Science Center also has been honored to play an important role for national events in Cleveland, including the 2016 Republican National Convention and the 2021 National Football League Draft. As an anchor institution of downtown’s North Coast Harbor, the organization is now looking ahead to the exciting future of lakefront development. The Science Center was recognized for its initiative, Cleveland Connections, that integrates emerging technologies such as blockchain and industrial internet of things, to educate and empower youth in developing personal and community solutions. The team at the Science Center leveraged their commitment to being a learning organization and used the best scientific research to develop safe operating models, allowing them to continue to serve families and schools during the public health and economic crises that have magnified persistent racial inequities in our community. The Science Center was honored for this work and named a 2021 National Medal for Museum and Library Service finalist, recognizing their pioneering approaches and deep community partnerships during this difficult time. In 2022, GLSC was voted a top three science museum in the USA Today 10Best Readers' Choice travel awards. Great Lakes Science Center embraces and encourages the unique attributes, characteristics and perspectives that make each person unique. We consider diversity and inclusion essential for institutional excellence and fulfillment of our vision - a community where all people value STEM to inform decision making and enrich lives. We believe our strength lies in the collective sum of individual differences, life experiences, knowledge, ingenuity, self-expression, and unique capabilities. Our employees, volunteers, guests, and partners bring and invest these strengths in their daily experiences at Great Lakes Science Center. We champion an unending commitment to diversity of participation, thought, and action. It is our aim, therefore, that our board, staff, and key stakeholders embrace these principles. Summary: The Guest Services Supervisor is responsible for daily administrative tasks within the Science Center box office. Guest Services Supervisors hire, train and supervise staff, take reservations and sell tickets, prepare daily finance reports and deposit following finance department guidelines, and work to streamline the overall daily operation of the box office. They also provide excellent customer service and ensure a high level of customer service delivery amongst staff. This is a full-time position (Sunday-Thursday) occasional evenings. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

High School diploma or equivalent required.
At least three years of proven excellence in customer service.
Two years supervisory experience within a fast paced, customer-focused work environment preferred.
Must have an excellent track record for coaching and motivating staff and volunteers.
Must be self-confident and motivated; able to work with minimal supervision.
Must be detail-oriented and work well within a changing environment.
Must be open-minded and flexible.
Excellent communication skills, both written and verbal.
The ability to work 40 hours during a (Tuesday-Saturday) 5-day work week, as scheduled by department management.
The ability to manage staff in all areas of the building.
The ability to actively supervise the evacuation of guests and employees from areas assigned to the Guest Services Department during a building-wide evacuation.

Nice To Haves

Undergraduate degree in communications, non-profit management, business or similar degrees preferred.

Responsibilities

Actively seek out guest interaction, communicating information in a courteous and accurate manner.
Facilitate the continual improvement of guest service throughout the museum.
Work to solve issues and problems quickly and with a sense of urgency.
Develop a thorough knowledge of general museum information, including good working knowledge of all Great Lakes Science Center exhibits, films and programs.
Comply with all Great Lakes Science Center policies and procedures.
Exemplify an enthusiastic teamwork-style with a diverse staff both departmental and in an organizational-wide capacity.
Oversee streamlined organization and working of box office.
Recruit, interview, hire and oversee training of staff and volunteers.
Work with Guest Services Manager and VP of Operations to improve systems, including reporting, tracking and daily operations.
Develop and maintain admissions staff schedule and daily rotations.
Coach, develop, and evaluate staff performance. Actively work with team to ensure efficiency and high customer service standards.