Supervisor, Guest Relations

The Natural History Museum of Los Angeles County was the first museum in L.A. to open its doors 111 years ago and is poised for an exciting new era as it plans for the future. Having recently completed a new strategic framework, the Natural History Museums of Los Angeles County—including NHM at Exposition Park, La Brea Tar Pits and museum in mid-Wilshire, and the William S. Hart Museum in Newhall—is looking forward to new building projects and campaigns, exhibitions, community outreach, and innovative audience engagement. 

The Natural History Museum of Los Angeles County values and endeavors to support diversity, equity, inclusion, and access within its organization and communities. Candidates who identify as Black, Indigenous, or a Person of Color (BIPOC), neurodiverse, a woman, a person with disability, a veteran, and/or a part of the LGBTQAI+ community are welcome and encouraged to apply. 

The Natural History Museum of Los Angeles County is seeking a Supervisor, Guest Relations for our Guest Relations department.  The Supervisor, Guest Relations works closely with the Director, Guest Experience in  leading the team of Guest Relations Associates, Call Center Associates, and Team Leads in engaging with our Guests. This position is responsible for supervising staff, and for overseeing the Guest Experience at both the Natural History and the La Brea Tar Pits Museums as well as the call center that handles emails and phone calls for the two sites.  It is an exciting time as we embark on new journeys of becoming a museum of, for, and with L.A.

Primary responsibilities include equipping the team to deliver excellent customer service, supervising floor operations, resolving complaints, maintaining financial policies and procedures, supporting general department functions, ensuring safety guidelines for staff and guests are followed, identifying and hiring staff that will deliver great customer service, fostering staff development and collaborating across departments to support museum-wide goals. 

Responsibilities for this position includes, but are not limited to:

1. Ensure that all Guest Relations Guest and Member Associates, Call Center Associates, and Team Leads are providing excellent customer service to help create a great Guest Experience. Model proper greeting and welcoming of all guests to the Museum with a positive, enthusiastic, and professional attitude and appearance at all times. Ensure staff is effectively able to assist the guest in their role, resolve issues and respond to Guest questions and concerns, utilizing other staff members when needed.   

2. Collaborate with each other as well as the Managers and Director on creating and maintaining an interview process through the lens of inclusion, diversity, equity, and access and identify the candidates that can help deliver an excellent Guest Experience. 

3. Provide a foundation for staff onboarding, training and development.  Ensure that all new staff members are prepared to do their job well and understand the resources available to them.  Constantly review the onboarding, training and development processes to identify possible improvements.

4. Oversee, support, and establish staff development systems. Guide Associate and Team Lead teams through meetings, coaching, mentoring, and modeling behaviors. Manage progressive disciplinary action of employees that are not meeting department or museum standards. Maintain employee records and timecards, collaborate on scheduling, and examine existing systems with a critical eye and propose and implement innovations.

5. Collaborate with peers and other departments as needed to support museum function and excellent Guest Experiences. Be a team player, ready to help, a hands-on problem solver, and communicate clearly and effectively. Represent the Guest Relations department and the Guest Experience to other departments and entities. 

6. Monitor, propose and implement changes to the general operating procedures of the Museums and the Department.  Ensure associate stations are well maintained so that the team can successfully deliver an excellent Guest Experience as well as advocating for the support of the Museum through selling memberships and collecting donations.  Ensure financial and cash