Supervisor, Guest Relations

The Natural History Museum of Los Angeles County was the first museum in L.A. to open its doors 108 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 NHM 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, a woman, 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 Supervisor, Guest Relations for our Guest Relations department.  The Supervisor, Guest Relations works closely with the Director, Guest Experience to supervise staff, and welcome Guests to the Museum with excellent customer service at the Natural History Museum of Los Angeles County as well as the La Brea Tar Pits & Museum. 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 includes, but are not limited to:

1. Model proper greeting and welcoming of all guests to the Museum with a positive, enthusiastic, and professional attitude and appearance at all times. Ensure staff is effectively able to respond to Guest questions and concerns, utilizing other staff members when needed.  Ensure that all Guest Relations staff are providing excellent customer service to help create a great Guest Experience.  

2. Collaborate with each other as well as the Managers and Director on creating an interview process through the lens of inclusion, diversity, equity, and access and identifies the candidates that can help deliver an excellent Guest Experience. 

3. Provide a foundation for staff onboarding, training and development.  Ensure that all new staff members are prepared to do their job well and understand the resources available to them.  Constantly review the onboarding, training and development processes to identify possible improvements.

4. Oversee, support, and establish staff development systems. Guide Associate and Team Lead teams through meetings, coaching, mentoring, and modeling behaviors. Manage progressive disciplinary action of employees that are not meeting department or museum standards. Maintain employee records and timecards, collaborate on scheduling, and examine existing systems with a critical eye and propose and implement innovations.

5. Collaborate with peers and other departments as needed to support museum function and excellent Guest Experiences. Be a team player, ready to help, a hands-on problem solver, and communicate clearly and effectively. Represent the Guest Relations department and the Guest Experience to other departments and entities. 

This position has the following requirements:    

• Basic knowledge of admission ticketing systems preferred. Customer Relationship Management System is a plus.

• Experience with progressively greater responsibility and successful outcomes for a comparable program or function.  Supervisory experience with a team.

• Experience or formal training in conflict resolution and/or customer service with an aligned philosophy on the guest experience.

• Views on inclusion, diversity, equity, and access that are in line with the museum's policies.

• Must be available to work a variable schedule as needed by the institution’s regular and special program operations, including Fridays, weekends and holidays.

The Natural History Museum of Los Angeles County is especially interested in candidates whose background and experience have prepared them to contribute to our commitment to engagement and inclusion at culturally diverse audiences in museum and in sciences.

The Natural History Museum of Los Angeles County is seeking applicants who have demonstrated experience and commitment working with a diverse community. This position is paid at the hourly rate of $23.48 plus excellent benefits. This i