Supervisor Museum Operations

Auto req ID: 23297 
Title: Supervisor Museum Operations 
Job Function: Customer Service 
Location: MUSEUM 
Company: Harley-Davidson Motor Company 
Full or Part-Time: Full Time 
Shift: SHIFT1 

 

A walk through the Harley-Davidson Museum is a walk through the history of America. With an unrivaled collection of Harley-Davidson® motorcycles and memorabilia, a 20-acre, park-like campus, and a calendar full of activities, the H-D Museum is one of Milwaukee, WI’s top tourist destinations for visitors from around the globe. Join the H-D Museum as a Supervisor Museum Operations and help create an experience that will stay with visitors for a lifetime.

 

Job Summary
This position is responsible for supervising Harley-Davidson Guest Experience Operations at the Museum and other H-D Milwaukee facilities. This supervisor will oversee day-to-day operations including the sales of tickets and enhancements (tours, programs, Annual Passes and Memberships) and the delivery of tours, Gallery Talks and educational programs.  Duties include leading and observing the guest experience team (Visitor Experience Associates). This position is directly responsible for the daily activities of the VEA staff ensuring the delivery of exceptional guest experiences, staff scheduling, coordination of support activities, dissemination of information concerning exhibits and events, opening and closing the Museum, briefing the VEA team on daily activities, providing direction and guidance, training, and coaching to our Visitor Experience Associates (6-12) and Lead VEAs (2). Responsibilities include the management of efficient and effective front of house operations to support the overall guest experience. Providing an energized and inclusive work environment for staff engagement, adding to our overall success. 

 

Job Responsibilities
•    Recruit, hire and train VEA team members. Supervise VEA and Operational Lead VEA performance, provide coaching and support, share constructive feedback and periodic performance evaluations. 
•    Develop and maintain staff schedule; manage and approve PTO requests; review and approve timesheets. Resolve issues and conflicts.
•    Develop team goals and guide performance to achieve results, including upsells of Annual Passes, memberships, tour and programs. Run reports and provide analysis, feedback and suggestions for improvement (individual and team).
•    Development and delivery of the guest experience. ~Observations and feedback used to make recommendations to add or change operational functions to improve the overall guest experience. 
•    Manage resources (including staff schedule) for maximum results and budget alignment. Maintain supplies and equipment for reliable performance. 
•    Function as Galaxy System Admin for user-end support (shared responsibilities w/GIS).
•    Model leadership behavior. Show commitment for FHPC, H-D #1 Principles, and HDGX* as standards for team conduct and performance.

• *Facilitate HDGX training sessions and quarterly evaluation of recognition at Museum Town Hall Meetings

•    Engage with other business units (including Archives, Curatorial, Marketing, Business Development) to collaborate and cross-promote Museum and campus offerings. 
•    Maintain talking points and key messages. Set direction, development of job aids. 
•    Ensure accurate presentation of materials (signs, lobby monitors, printed materials).
•    Respond to guest inquiries (phone, email and in-person). 
•    Coordinate special experiences (accommodations for ad hoc requests).
•    Resolve disputes / complaints. 

 

Education Requirements
•    Bachelor's Degree Preferred

 
Experience Requirements

Required
•    A minimum of 5 years of related guest-facing service hospitality-focused environment, preferably a cultural venue or entertainment attraction
•    Exemplary hospitality and guest relations skills
•    Strong team leadership skills 
•    Track record of driving results to achieve a stated goal
•    Adept with basic tools to create and manage reports (especially Excel and Powerpoint)
•    Reasonable amount of mobility required to be present on the Museum campus
•    Ability to work weekends, nights, holidays, and events to support the business needs.
 

 

Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining diverse talent from all backgrounds, without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic protected by law. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on diverse perspe