Guest Service Supervisor - Call Center
Colonial WilliamsburgAbout the role
Who We Are
Founded in 1926, the Colonial Williamsburg Foundation is a private, not-for-profit educational, historic, and cultural institution that owns and operates one of the largest and best-known museum complexes in the world. Our mission is “that the future may learn from the past” through preserving and restoring 18th-century Williamsburg, Virginia’s colonial capital. We engage, inform, and inspire people to learn about this historic capital, the events that occurred here, and the diverse peoples who helped shape a new nation.
Today, Colonial Williamsburg is the largest living history museum in the U.S. The Historic Area is the 301-acre restored colonial capital with 89 original buildings and 525 buildings reconstructed to how they appeared in the 18th century through extensive archaeological, architectural, and documentary research. The Historic Area is staffed by highly trained, historically dressed interpreters and expert tradespeople who bring the 18th century to life. The Foundation also owns and operates two world-class museums, the DeWitt Wallace Decorative Arts Museum, and the Abby Aldrich Rockefeller Folk Art Museum, The Bob and Marion Wilson Teacher Institute, and a renowned research library, the John D Rockefeller Jr Library.
Additionally, Colonial Williamsburg is home to five world class accommodations at the Williamsburg Inn, Williamsburg Lodge Autograph Collection, the Griffin Hotel, the Williamsburg Woodlands Hotels and Suites and the unique Colonial Houses in the Historical Area. Visitors may also indulge in food and drink at our many on site restaurants and taverns that blend a historically inspired dining experience with today’s evolved tastes. Each year over 5 million people visit Williamsburg and another 20 million engage with us digitally.
About the Position
The Guest Service Supervisor - Call Center provides daily leadership in a high‑volume, guest‑focused contact center supporting reservations for lodging, dining, recreation, and Historic Area programming. In addition to supervising the team, this role actively assists with reservations and works alongside agents to ensure every guest receives timely, accurate, and exceptional service in a fast‑paced, revenue‑generating environment.
Main Duties:
Responsibilities include but are not limited to:
- Provides daily leadership and oversight for a high‑volume call center supporting reservations for lodging, dining, recreation, and Historic Area programming.
- Works alongside call center agents to assist with reservations and ensure all guests receive timely, accurate, and exceptional service.
- Monitors call volume, service levels, and staffing throughout the day to maintain operational performance in a center generating approximately $7.5M in annual revenue.
- Supports agents in real time by answering questions, resolving guest issues, and ensuring accuracy in revenue‑impacting transactions.
- Oversees daily workflow, including scheduling, break management, and workload distribution to meet service and productivity targets.
- Recruits, interviews, hires, and trains new staff; provides ongoing coaching and development to support team performance.
- Conducts timely and constructive performance evaluations.
- Ensures consistent communication with team members regarding updates, policies, programming changes, and Historic Area cancellations requiring guest outreach.
- Partners with internal departments to resolve guest concerns, coordinate programming updates, and support operational needs.
- Maintains accurate documentation, reporting, and follow‑up on guest interactions, service issues, and operational trends.
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s