Team Lead, Guest Relations Associate

The Natural History Museum of Los Angeles County was the first museum in L.A. to open its doors 109 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 NHMLA 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, gender, 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 Team Lead for our Guest Relations department.  The Team Lead works closely with the Manager, Guest Relations to act as a floor leader fulfilling the responsibilities of an Associate, Guest Relations and providing support to Associates. Primary responsibilities include modeling best practices for guest engagement, taking an active role in Associate development through coaching, recognition, and documentation, providing operational and troubleshooting support, and stepping in to fulfill Associate duties as needed at the Natural History Museum and the La Brea Tar pits. It is an exciting time as we embark on new journeys of becoming a museum of, for, and with L.A.

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

• Greets and welcomes all guests to the Museum, including but not limited to ticketing locations, entrances, and parking areas with a positive, enthusiastic and professional attitude and appearance at all times. Responds to visitor questions and concerns by explaining programs, exhibits, special events for the Museum and surrounding facilities or directing them to appropriate Museum staff. Provides visitors with information on membership, and directs guests to the appropriate galleries, eateries, shops, web pages and Museum personnel, such as Museum Educators and Managers. Resolves guest concerns and complaints in a timely manner. 

• Acts as team leader on the floor and in public areas at all times, as well as in shared staff areas such as the Guest Relations offices. Maintains the Associate stations ensuring they are clean, well-stocked, and organized. Monitors department supplies, and communicates when we need to restock or reorder.  Identifies opportunities to improve operations. Supports staff engagement, morale, and resolving inter-staff conflicts.  Provides basic troubleshooting and maintenance for computer and ticketing hardware and software on the floor. 

• Ensure staff are providing excellent customer service to establish memorable guest experiences out on the floor. Provides coaching and mentorship to all Guest Relations Associates as needed, documenting staff development interactions promptly and accurately. Assists in Associate training, creation and implementation of department materials, and communicating updated information to the Associate team. 

• Supports departmental functions and office tasks, such as recording associate shift attendance, creating daily rotation sheets, and updating employee files. Adapt floor operations to adjust for special staff accommodations and absences day-to-day. 

• Supports the Manager on Duty role. Communicates with the supervision team regarding important events and trends on the floor. Communicates with appropriate staff for interdepartmental concerns.  Assists with the execution of emergency procedures such as evacuations.  Responsible for de-escalating difficult situations in order to maintain a safe, harassment  free environment for staff and guests.

This position has the following requirements:    

• High school diploma, GED or equivalent required.

• Persuasive Communication Skills: Strong communication skills. Must be outgoing and personable with the ability to interact effectively with Museum staff, volunteers, members and visitors.

• Computer Experience: Basic computer software programs.

• Admissions Ticketing Systems: Basic knowledge of admissions ticketing systems preferred.

• Experience using