Guest Services Supervisor

Company Description

At Great Lakes Science Center, we make science, technology, engineering and math (STEM) come alive for guests of all ages. Our vision is a community where all people value STEM to inform decision-making and enrich lives. The Science Center remains committed to providing STEM for all with unique approaches to workforce development that cultivate the creative, critical thinkers who will shape the future of Northeast Ohio.

The Science Center has repeatedly launched innovative strategic initiatives that have received regional and national recognition. Our Manufacturing Day program has become a national model. The Science Center’s Robotics Initiative in collaboration with Cleveland Metropolitan School District is a year-round program that prepares students for competitions and to put their skills to use in transformative ways, like designing and building prosthetics for children. For three years in a row (2022-2024), the Science Center has been voted a top ten science museum in the USA Today 10Best Readers' Choice travel awards. In February 2024, the Cleveland Creates Gallery presented by the Sherwin Williams Company, opened to the public, with an awe-inspiring exhibition focusing on the technology and workforce advances of the region. The Science Center welcomed nearly 40,000 guests to the 2024 Total Eclipse Fest, a science and arts festival presented with NASA Glenn Research Center and The Cleveland Orchestra to provide a once in a lifetime event free to the community.

At the Science Center we embrace and encourage the unique attributes, characteristics and perspectives that make each person unique. We consider diversity and inclusion essential for institutional excellence and fulfillment of our mission and vision. We believe our strength lies in the collective sum of individual differences, life experiences, knowledge, ingenuity, self-expression, and unique capabilities. Our employees, volunteers, guests, and partners bring and invest these strengths in their daily experiences at Great Lakes Science Center.

Job Description

Summary:

The Guest Services Supervisor is responsible for daily administrative tasks within the Science Center box office.  Guest Services Supervisors hire, train and supervise staff, take reservations and sell tickets, prepare daily finance reports and deposit following finance department guidelines, and work to streamline the overall daily operation of the box office. They also provide excellent customer service and ensure a high level of customer service delivery amongst staff. This is a full-time position (Tuesday - Saturday). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Actively seek out guest interaction, communicating information in a courteous and accurate manner.
• Facilitate the continual improvement of guest service throughout the museum.
• Work to solve issues and problems quickly and with a sense of urgency.
• Develop a thorough knowledge of general museum information, including good working knowledge of all Great Lakes Science Center exhibits, films and programs.
• Comply with all Great Lakes Science Center policies and procedures.

Supervisory Responsibilities:

• Exemplify an enthusiastic teamwork-style with a diverse staff both departmental and in an organizational-wide capacity.
• Oversee streamlined organization and working of box office.
• Recruit, interview, hire and oversee training of staff and volunteers.
• Work with Guest Services Manager and VP of Operations to improve systems, including reporting, tracking and daily operations.
• Develop and maintain admissions staff schedule and daily rotations.
• Coach, develop, and evaluate staff performance. Actively work with team to ensure efficiency and high customer service standards.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Working Conditions/Physical Requirements:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones and photocopiers. This job operates on the Steamship William G. Mather on a seasonal basis, May-October in a non-HVAC regulated environment. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to handle or feel; and reach with hands and arms.

This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.
 

Qualifications

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