Guest Services Supervisor

At Pacific Science Center, our mission is to ignite curiosity in every child and fuel a passion for discovery, experimentation, and critical thinking in all of us. Our colleagues are passionate lifelong learners who live our mission every day. Each of us commits to bring an inclusion, diversity, equity, and access (IDEA) focus in every aspect of our work. Join our collaborative team and help steward our warm, welcoming, community-learning environment at PacSci.


As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with a wide variety of backgrounds, identities, and experiences. Data shows that women and BIPOC candidates more frequently do not apply to a job because they don’t feel that they meet all of the qualifications listed. If you have some of the knowledge, skills, and abilities listed and you share PacSci's values and support our mission, we encourage you to apply.


Position Title: Guest Services Supervisor
Department: Admissions & Guest Services
Reports to: Guest Services Hospitality Manager
Pay Class: Full-time Regular
FLSA Status: Hourly, Non-Exempt

Position Summary
The Guest Services Supervisor is responsible for providing excellent service to Pacific Science Center’s guests and serves as operational leadership for Guest Services Hosts. They enhance the guest experience by ensuring smooth daily operations and the safety and security of guests, staff, and onsite experiences. The Supervisor oversees all aspects of the Guest Service operations and serves as the on-duty contact along with the Operations Specialists and Guest Services Managers for escalation protocol, problem-solving, and acting as a conduit for multiple departments involved in onsite operations. This position works exclusively onsite at Pacific Science Center, and is core to delighting our guests and nurturing excellence in our people.
Essential Duties & Responsibilities
Staff Supervision
• Provides a structured and supportive work environment, in conjunction with the Guest Services Hospitality Manager, for Guest Services Hosts.
• Works alongside fellow supervisors to make host hiring decisions, create department schedules, track attendance, manage daily staffing assignments, and implement training materials provided by Operations Specialists.
• Approves payroll for Guest Services Host direct reports.
• Provides written/verbal coaching and discipline for Guest Services Hosts when necessary to ensure satisfactory job performance of assigned team members.
• Knowledgeable about all facets of the Guest Services operation and able to assume any floor position if needed.
• Responsible for completing end-of-day closeouts for hosts, leading closing procedures for AM & PM onsite teams, sending out morning meeting/pre-shift notes, and logging post-shift reports.
• Other duties as assigned.
Operational Support
• Knowledgeable about all facets of guest-facing operations, working closely alongside other departments including custodial, facilities, security, venue experiences, and exhibits to ensure a first-class experience for our guests.
• Assists the Operations Specialists by providing regular updates on concessions inventory, admissions supplies, and upcoming staffing needs, and are responsible for conducting inventory counts and restocking from our concessions depot location.
• Implements and enforces procedures developed by Operations Specialists, and ensures the GS department is conducting operations in an effective, efficient, and sustainable way.
Health and Safety
• Serves as the first-line response for any emergency, first-aid, or security calls during operations, in close conjunction with security team members and, when necessary, independently of the Guest Services Hospitality Manager or VP of Guest Services.
• Knowledgeable about any food health and safety requirements as they pertain to our concessions operations, including Washington State MAST permitting requirements.
• Maintains current First-Aid, Food Handler’s, and MAST certifications while in this role.
Customer Service
• Be an expert in customer service practices and principles to inform the hiring, onboarding, and workforce management facets of the role.
• Provide a positive, well-informed experience for Pacific Science Center patrons onsite and virtually through direct customer service.
• Confidently and adeptly, handle escalated guest issues and resolve to satisfaction of both guest(s) and the Pacific Science Center.
• Other Duties as Assigned.
Position Requirements: Knowledge, Skills, Abilities
• Personal bias awareness and desire to be an anti-racist leader
• Knowledgeable about guest experience best practices
• Ability to provide support and guidance to frontline staff
• Ex