Supervisor, Guest Experience Operations

Art and Wellness Enterprises•Bentonville, AR

4d•Onsite

About The Position

The Guest Experience Supervisor is a critical role to the overall success of the guest experience at Crystal Bridges and The Momentary. The Supervisor will assist the Management Team in providing strong, positive, enthusiastic, and diverse leadership as well as oversight to the Guest Experience Associates in the completion of daily activities. It is the Supervisor’s duty to assist the Managers with overseeing the daily operations of the Guest Experience team to provide a safe and secure environment for art works on display, guests, staff, volunteers, and members of Crystal Bridges and The Momentary while ensuring a positive guest experience. It is necessary to assist the Managers in ensuring the development, oversight, and enforcement of internal and external policies, which safeguard the Museum’s assets. They will act as a liaison to other museum departments, assist in the development of policy and procedures, and in the absence of the Guest Experience Management Team will take responsibility for addressing unique situations in a timely manner while concurrently performing Guest Experience Associate tasks and providing an outstanding experience to all Museum guests.

Requirements

High School Diploma or GED and similar experience required.
Driver’s license required.
Excellent attendance and punctuality.
Ability to use good judgment.
Ability to lead a team while continuing to perform Guest Services Associate tasks.
Ability to be patient and flexible while also staying energized and focused on providing excellent customer service.
Ability to multi-task.
Ability to be a team player.
Ability to recognize customer service concerns and address professionally.
Good command of general computer applications and basic math skills.
Minimum two years of supervisory experience in customer service or related industry preferred
Prior experience working with computerized cash register system and ability to accurately balance a cash drawer preferred.
Confidentiality agreement and background check.
Proper identification verifying eligibility to work in the United States.

Nice To Haves

Associate degree from an accredited institute of higher learning preferred.
Enthusiasm about being a member of a team developing a major art museum with a strong visitor-centered community dynamic.

Responsibilities

Ensure that all Guest Experience Associates are following established policies and procedures necessary to provide an excellent guest experience.
Assist the Management Team in planning daily operations, editing materials and coordinating efforts and events in which the Guest Experience Department is involved.
Create, maintain, and implement daily rotation schedules.
Act as an initial contact for communications and training with other departments.
Assist in developing policies and procedures and respond immediately to resolve guest, volunteer, and staff inquiries and complaints while supporting museum policies to ensure a positive guest engagement.
Make decisions that require immediate action and/or attention.
Be able to perform all duties of Guest Experience Associates and Call Center Associates.
Report security, personnel, and safety issues to the managers of Guest Experience.
Assist the management team in training and developing associates and assigned mentees.
Create and conduct annual reviews for assigned mentees and provide employee counseling, coaching, and development.
In coordination with the Guest Experience Manager, assist in hiring Guest Experience Associate’s by participating in interviews with a focus on building a diverse and professional staff focused on employee retention and development.
Collaborate with and supervise the work of the Guest Experience team to ensure all Guest Experience daily operations run smoothly and in accordance with museum policies and procedures.
Provide basic first aid when necessary and become CPR trained.
Conduct pre and post shift meetings with associates.
With Database management, manage the Tessitura ticketing system, including hardware needs, software updates, inputting data from a variety of sources, and all training on related technologies.
Develop and maintain proficiency in Guest Experience related software including Shift board, EMS, Google docs, Shopify, and Microsoft Office Suite along with others as introduced.
Coordinate with AWE accounting and management to ensure cash handling procedures are followed and all deposits and tills are accurate.
Assist in hiring Guest Experience Associates by participating in all interviews and deliberating on finalist candidates.
Develop and enforce Guest Experience-related processes and procedures to ensure the best possible guest experience.
Act as a primary contact for communications and training with other departments in matters related to Guest Experience front-line responsibilities.
Generate reports as needed using data from a variety of sources, including Tessitura
Assist in planning and running events, editing materials, and coordinating efforts in which the Guest Experience department is involved.
Organize and provide training on department-related technology, including Tessitura, scanners, Quest tablets and radios.
Monitor stock of all relevant brochures, supplies and materials and resupply/order accordingly
Make decisions that require immediate attention.
Perform all other Departmental Duties as assigned.
Proactively seek and obtain information regarding museum policies, promotions, activities, and events in order to provide the highest level of guest engagement.
Report to work punctually, dressed in a clean, pressed, approved uniform and fully prepared for each scheduled shift.