Supervisor, Visitor Engagement

SUMMARY

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 Experience Facilitators, Shipping & Receiving, Reservations Office, and High School Explainers, based on needs of the team and seasonal staffing demands.

The ideal candidate will have the ability to work collaboratively, possess exceptional organizational and leadership abilities, and demonstrate a technical aptitude with point-of-sale systems and a commitment to exceptional visitor service. In addition, the ideal candidate will have a proven ability to analyze and solve problems, establish and meet goals, set priorities, handle diverse responsibilities and deadlines, monitor safety on the museum floor, and manage an eclectic, energetic staff. This position reports the Visitor Engagement Managers.

ESSENTIAL FUNCTIONS

Staff Supervision and Training

• 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 Experience 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.

Museum Floor

• 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, engage visitors in friendly & 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.

Program Development and Communication

• 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.

Fiscal Responsibilities and Sales Growth

• 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.

MINIMUM QUALIFICATIONS

• Minimum 1–3 year museum, education, or 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.

PREFERRED QUALIFICATIONS

• Bilingual skills.
• Experience in informal learning institutions.
• Experience exploring topics of diversity, equity, access, and inclusion.
• Experience engaging in or leading conversations around identity, race and privilege. 
• Cash handling/POS system experience.
• Background in working with youth
• Knowledgeable of de-escalation tactics
• Experience working with the public in front-facing roles. 

PHYSICAL REQUIREMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work shifts that include weekend, evening, holiday hours and occasional extended shifts
• Able to work in a noisy and sometimes chaotic environment and be flexible under a variety of circumstances.
• Able to move from place to place which may include standing and/or walking for extended periods of time; lift and carry up to 50 pounds short distances; bend, kneel, reach

APPLICATION DEADLINE

This position is open until filled

HOW TO APPLY

This is a regular, full-time (37.5 hours per week), non-exempt, non-union position that includes benefits. The salary range for this role is $29.74 to $32.05 DOE. Please, no phone calls in regards to this job. To apply, please visit the Exploratorium job page.

The Exploratorium is proud to be an equal opportunity employer and values diversity, inclusion and respect.  We welcome and strongly encourage applicants from all backgrounds. All qualified applicants will receive consideration for employment.