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The Strong, one of the country’s largest history museums and leading museums serving families, is looking for a patient, positive, friendly, and approachable individual to join its team as a full-time guest services supervisor. In addition to creating a welcoming and engaging environment for museum guests and exceeding guest expectations to create an exceptional experience, the guest services supervisor serves as a visible, active role model for gallery hosts.

Reporting to the director of guest services, this position provides direct, supportive coaching and guidance to front-line staff and assists in resolving guest concerns of varying complexity. The guest services supervisor is passionate about making a difference in a guest’s day, is knowledgeable about the museum, and likes to have fun!

Essential Duties:

+ Maintain an overall awareness and knowledge of the museum’s mission, history, programs, and special events as they affect museum visitation, and effectively communicate this information to guests to enhance the museum experience.

+ Provide extraordinary guest service that exceeds expectations on a consistent basis. Support host staff in resolving guest complaints quickly and effectively utilizing a variety of service recovery techniques.

+ Provide direct supervision of front-line gallery hosts including assignment of work, redirection and coaching as appropriate.

+ Ability to be successfully trained and work as needed in all facets of guest services including individual exhibit spaces, amusements, ropes course, and admissions.

+ Ensure that all guest service and safety procedures and standards are followed and that exhibit areas are kept clean, neat, and well-stocked.

+ Operate all facets of the Galaxy ticketing system including POS, group scheduling reservations and membership database and consistently meet expectations as specified in cash handling policies and procedures.

+ Prepare routine reports and assist with special projects as assigned.

Minimum Qualifications:

+ High school diploma or equivalency.

+ Two years’ experience providing outstanding service to guests with the comfort level and ability to address guest concerns of a complex nature.

+ Ability to work a flexible schedule with open availability, including weekends and holidays as well as the ability to work extended schedules during peak periods as needed.

+ Outstanding verbal communication skills.

+ Working knowledge of Microsoft Office Suite.

+ Experience supervising staff is a plus.

+ Full-time, 37.5 hours per week- The Strong is open 362 days annually, so weekend and holiday availability is required.

We offer:

+ A positive, comfortable work environment working with people that love what they do.

+ 15 days of Paid-Time-Off (accrued monthly) and 11 paid holidays annually

+ Access to affordable medical coverage after 90 days of employment.

+ After 6 months of employment- museum 403(b) contribution of 4% PLUS a one-for-one museum match on participant contributions up to an additional 4%.

+ Free parking in the museum's covered garage.

+ Free museum admission for employees with admission passes available for family and friends.

The final candidate must consent to and pass a drug screen, physical, and background check as conditions of employment. The Strong is an Equal Opportunity Employer.

Full-time, 5 days per week including weekends - final candidate must have open availability to meet the operating needs of the museum

37.5 hours per week