Supervisor, Visitor Engagement

EXPLORATORIUM•San Francisco, CA

2d•$0 - $33•Onsite

About The Position

The Visitor Engagement Supervisor is a multi-department position responsible for supervising daily museum operations, such as membership, ticketing and retail, as well as the programs that support learning experiences for all visitors. The position is responsible for assisting the Visitor Engagement Managers with staff supervision and morale, fiscal responsibilities, sales growth, maintaining supplies and equipment, and providing ongoing training and professional development. The Visitor Engagement Supervisor has flexibility to shift their focus between management of Visitor Engagement Facilitators, Shipping & Receiving, Reservations Office, and High School Explainers, based on needs of the team and seasonal staffing demands. The Visitor Engagement Supervisor works collaboratively, possesses exceptional organizational and leadership abilities, demonstrates technical aptitude with point-of-sale systems, and brings proven ability to provide exceptional visitor service, analyze and solve problems, establish and meet goals, set priorities, handle diverse responsibilities and deadlines, monitor safety on the museum floor, and manage a diverse staff. This position reports the Visitor Engagement Managers.

Requirements

High School Diploma or GED certificate
Two years of experience in museum education, visitor service, retail, or youth mentorship experience, or equivalent experience in related fields
Pass a Livescan background check
Excellent verbal and written communication skills; excellent organizational skills and the ability to handle multiple and dynamic projects in a timely manner; English proficiency
Intermediate proficiency with Excel, Word, e-mail, presentation software, shared drives and Google meetings
Leadership ability; diplomatic and decisive; honest and dependable
Exceptional attention to detail, follow-up and handle multiple and changing tasks
Exceptional time-management and delegation skills; punctual and reliable
Ability to work closely and effectively with museum staff & general public, particularly children; ability to build and be part of a team-oriented environment
Commitment to superior customer service
Ability and interest in learning exhibits and their scientific principles and communicating these to students, teachers and general visitors
Applicants must be authorized to work in the US. We are unable to sponsor or take over sponsorship of employment Visa at this time.

Nice To Haves

Experience in informal learning institutions
Experience engaging in or leading conversations around identity, power, and privilege
Bilingual/multilingual skills
Cash handling/POS system experience
Background in working with youth
Knowledgeable of de-escalation tactics
Experience working with the public in front-facing roles

Responsibilities

Help maintain a team-oriented environment; maintain effective lines of communication between staff and management
Plan and lead professional development and meetings for staff on professional skills, science content, and facilitation
Assist in implementing policies and procedures
Ensure timely communication of essential information to staff and Visitor Engagement Management Team
Model visitor engagement standards for staff; set pace for work quality and productivity
Assist with staff performance evaluations; monitor performance and development and provide timely feedback; maintain confidentiality where appropriate
Support Managers in hiring staff
Manage logistical administration such as daily schedules and timecard approval
Gather and report data on relevant metrics for program planning and development and grant reporting
Maintain professional boundaries when working with youth and children
Initiate visitor engagement and assist all museum guests at all points of the visitor journey
Run the daily operation of the floor programs during open hours and special events: manage the daily schedules, adapt to activity on the museum floor, respond to visitor concerns, and respond to radio calls requiring supervisory attention
Use initiative & enthusiasm on the floor, and engage visitors in friendly and helpful interactions
Model and maintain positive interactions with visitor-demonstrating a “yes” attitude
Manage visitor concerns with professionalism; demonstrate exceptional conflict management and resolution skills
Maintain appearance and functionality of visitor queues, ticketing areas, retail stores, visitor amenities, and related spaces with a focus on guest and staff safety at all times
Communicate relevant visitor feedback to appropriate parties in a timely manner
Advise on changes to museum experience and facilitation based on operation needs, learning outcomes, and visitor safety
Support the development of field trip programs and supplemental interventions, museum demonstrations, interdepartmental projects, and other programs
Review budgeted/forecasted revenue goals with management and assist in meeting or exceeding those goals
Support management in driving sales, financial and inventory management, and ensuring that profitability and productivity goals are met; maintain expense controls
Participate in loss prevention controls/procedures
Support management in analyzing business performance and implementing action plans to improve revenue through visitor service improvements, merchandising, contests, data analysis, etc.
Assist with accurate and timely completion of scheduled inventories and database maintenance
Assist in developing and maintaining cash management practices
Assist in preparation of deposits and accurately complete all opening/closing procedures
Perform other duties as assigned.