Supervisor, Visitor Services
About The Position
Opening in September 2026, the Lucas Museum of Narrative Art is dedicated to illustrated storytelling. Founded by George Lucas and Mellody Hobson, the museum’s collection features works by artists including Norman Rockwell, Kadir Nelson, Jessie Willcox Smith, N. C. Wyeth, Beatrix Potter, Judith F. Baca, Frida Kahlo, and Maxfield Parrish; as well as comic art legends such as Winsor McCay, Jack Kirby, Frank Frazetta, Alison Bechdel, Chris Ware, and R. Crumb; and photographers Gordon Parks, Henri Cartier-Bresson, and Dorothea Lange. The Museum also houses the Lucas Archives, containing models, props, concept art, and costumes from Lucas’s filmmaking career. Designed by Ma Yansong of MAD with a landscape by Mia Lehrer of Studio-MLA, the Museum is in Exposition Park, Los Angeles, on an 11-acre campus that includes new green space and a 300,000-square-foot building with galleries, two theaters, a library, restaurant, café, retail store, and community spaces. The Lucas Museum is deeply committed to delivering an exceptional and memorable experience for every visitor. The Visitor Services team plays a vital role in bringing this vision to life by creating a welcoming, engaging, and seamless experiences throughout the museum journey. Reporting to the Sr. Manager, Visitor Services, the Supervisor, Visitor Services will play a key role in ensuring the smooth day-to-day operations of the museum while contributing to the growth and success of the museum. This role will help lead our frontline visitor services team across a variety of assignments, including ticketing, cash handling, theater ushering, guest engagement, guided tours, wayfinding and general guest services. The Supervisor will serve as a visible and approachable leader on the museum floor, ensuring operational excellence, fostering a positive team culture, and helping create enriching and inclusive experience for all visitors.
Requirements
- 2+ years of experience as a Guest Experience Lead or Supervisor, or supervisory experience hiring, training, and coaching frontline staff, preferably for an arts & cultural institution or prominent consumer brand
- 3+ years of experience in a high-volume, guest service-oriented environment
- Knowledge of health and safety standards and maintaining OSHA compliant operations in California
- Excellent communication and negotiation skills
- Excellent team management skills
Responsibilities
- Partner with the Visitor Services leadership on staff resourcing, scheduling, standard operating procedures, and special projects as needed
- Assist Visitor Services leadership with interviewing, onboarding, and training frontline staff to ensure consistency in service delivery and operational excellence
- Supervise, mentor, and provide coaching to frontline Visitor Services staff
- Serve as an escalation point for Museum guests, ensuring a positive visitor experience and delivering exceptional service to both internal and external stakeholders
- Maintain a thorough understanding of the Lucas Museum’s policies, programs, and offerings, tailoring communication to visitors to aid them in navigating their experience
- Promote, sell, and provide support for ticket sales and membership program
- Share relevant information to colleagues, members, and visitors through clear communication
- Ensure all publicly accessible spaces are impeccably clean and visitors act in accordance with the Museum’s policies, escalating issues to the Visitor Services management team as needed
- Support special Museum initiatives, including public programs, events, VIP experiences, tours, and cross-departmental activations
- Lead department training of Visitor Services Associates team and other organization wide initiatives
- Ensure our Visitor Experience team adheres to local safety protocols and policies and ensure compliance with local state and federal employment laws
- Performs other special projects and tasks as required by the Visitor Services management team
Benefits
- Attractive compensation package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
