Guest Services Supervisor

International Spy Museum•Washington, DC

1d•$0 - $49,000

About The Position

The Guest Services Supervisor is a key member of the Guest Services Management Team, supporting department needs across floor operations, museum opening and closing, hiring, training, and employee management. The role involves working independently and collaboratively, managing multiple tasks, and supporting the Museum’s core values. The supervisor helps deliver an excellent guest experience by overseeing floor operations, addressing guest concerns, supporting staff and volunteers, and developing guest-service policies and offerings, with particular attention to accessibility. The position also contributes to scheduling, communications, inventory, and departmental budgeting.

Requirements

High school diploma or equivalent.
At least 2 years of customer service experience.
At least 2 years of administrative experience.
Proficiency with Microsoft Excel and Outlook.
Experience using POS systems.
Strong written and verbal communication skills.

Nice To Haves

College education.
Proficiency with the Microsoft Suite.
Strong customer-service focus and enthusiasm for a positive, fun work environment.
Comfort speaking publicly to large groups of guests.
Ability to work in a team and demonstrate sensitivity to and respect for a diverse team.
Desire and ability to provide service excellence.
Ability to work with diverse audiences.
Problem-solving and reasoning skills.
Ability to multitask and work well in a team setting.

Responsibilities

Use standard operating procedures to resolve guest concerns and complaints efficiently; communicate concerns to management and suggest improvements to the guest experience.
Perform opening and closing duties, including safe counts and cash deposits.
Administer Guest Services Department policies and procedures.
Act as supervisor during private events.
Ensure standard operating procedures align with HR policies and communicate them to other departments.
Support hourly hiring, including interviews, placement, paperwork, and training.
Assist with staff scheduling and daily deployments, including event scheduling, daily clock-in checks, and schedule maintenance in ADP.
Assist with the Guest Services Volunteer Program and support its daily operations as needed.
Handle internal and external written and oral communications, including operations reporting, documentation, calendar updates, and Call Center duties as needed.
Support the Guest Services Department budget process, including invoice processing, budget planning, payment requests, budget reconciliation, payroll, and forecasting.
Work with the Guest Services Management Team on floor posts, hourly staff supervision, and facilitating the Museum experience.
Support department inventory by ordering and replacing supplies, including uniforms and safety equipment.
Research and implement policies, guidelines, and offerings related to guest experience, with a focus on accessibility, and support the Guest Services Manager’s accessibility lead role.
Perform other related duties and responsibilities as required or assigned.