Guest Services Supervisor

Pacific Science Center•Seattle, WA

28d•Onsite

About The Position

The Guest Services Supervisor is responsible for providing excellent service to Pacific Science Center's guests and serves as operational leadership for Guest Services Hosts. They enhance the guest experience by ensuring smooth daily operations and the safety and security of guests, staff, and onsite experiences. The Supervisor oversees all aspects of the Guest Service operations and serves as the on-duty contact along with the Operations Specialists and Guest Services Managers for escalation protocol, problem-solving, and acting as a conduit for multiple departments involved in onsite operations. This position works exclusively onsite at Pacific Science Center, and is core to delighting our guests and nurturing excellence in our people.

Requirements

Personal bias awareness and desire to be an anti-racist leader
Knowledgeable about guest experience best practices
Ability to provide support and guidance to frontline staff
Experience with interviewing and hiring for entry-level positions
Awareness of safety, security and emergency responses
Demonstrated ability to effectively oversee daily building operations
Skilled customer service provider with guest conflict resolution
Ability to identify, set, and maintain professional boundaries with colleagues
De-escalation skills
Demonstrated ability to positively influence multiple staff
Written and oral communications are clear and effective with all audiences.
Keen attention to visual, audio and written details
Knowledge and proficiency with Microsoft Suite applications
Remains calm and assist during medical, safety, security, and evacuation situations
Exercises sound judgment and flexibility should difficult situations arise
Focuses on providing high-level staff oversight and customer service
Remains positive and uplifting throughout interactions with both staff and guests
Ability to prioritize and multi-task
Be knowledgeable on MAST and 21+ laws, policies, and procedures.
Ability to work onsite
Previous supervisory or leadership experience in a customer service/operations role, with a strong preference for experience within the hospitality and/or tourism fields
Food Handler's and MAST certification, or ability to attain them within two weeks of hire.
First aid and CPR certifications or ability to attain them within two months of hire.

Nice To Haves

2+ years of progressive leadership experience in a guest-facing setting
Experience in ticketed museum or attractions environment
Current first aid and CPR training and certifications

Responsibilities

Provides a structured and supportive work environment, in conjunction with the Guest Services Hospitality Manager, for Guest Services Hosts.
Works alongside fellow supervisors to make host hiring decisions, create department schedules, track attendance, manage daily staffing assignments, and implement training materials provided by Operations Specialists.
Approves payroll for Guest Services Host direct reports.
Provides written/verbal coaching and discipline for Guest Services Hosts when necessary to ensure satisfactory job performance of assigned team members.
Knowledgeable about all facets of the Guest Services operation and able to assume any floor position if needed.
Responsible for completing end-of-day closeouts for hosts, leading closing procedures for AM & PM onsite teams, sending out morning meeting/pre-shift notes, and logging post-shift reports.
Other duties as assigned.
Knowledgeable about all facets of guest-facing operations, working closely alongside other departments including custodial, facilities, security, venue experiences, and exhibits to ensure a first-class experience for our guests.
Assists the Operations Specialists by providing regular updates on concessions inventory, admissions supplies, and upcoming staffing needs, and are responsible for conducting inventory counts and restocking from our concessions depot location.
Implements and enforces procedures developed by Operations Specialists, and ensures the GS department is conducting operations in an effective, efficient, and sustainable way.
Serves as the first-line response for any emergency, first-aid, or security calls during operations, in close conjunction with security team members and, when necessary, independently of the Guest Services Hospitality Manager or VP of Guest Services.
Knowledgeable about any food health and safety requirements as they pertain to our concessions operations, including Washington State MAST permitting requirements.
Maintains current First-Aid, Food Handler's, and MAST certifications while in this role.
Be an expert in customer service practices and principles to inform the hiring, onboarding, and workforce management facets of the role.
Provide a positive, well-informed experience for Pacific Science Center patrons onsite and virtually through direct customer service.
Confidently and adeptly, handle escalated guest issues and resolve to satisfaction of both guest(s) and the Pacific Science Center.
Other Duties as Assigned.