Supervisor, Visitor Services

Responsibilities

• Partner with the Visitor Services leadership on staff resourcing, scheduling, standard operating procedures, and special projects as needed 

• Assist Visitor Services leadership with interviewing, onboarding, and training frontline staff to ensure consistency in service delivery and operational excellence 

• Supervise, mentor, and provide coaching to frontline Visitor Services staff 

• Serve as an escalation point for Museum guests, ensuring a positive visitor experience and delivering exceptional service to both internal and external stakeholders 

• Maintain a thorough understanding of the Lucas Museum’s policies, programs, and offerings, tailoring communication to visitors to aid them in navigating their experience 

• Promote, sell, and provide support for ticket sales and membership program 

• Share relevant information to colleagues, members, and visitors through clear communication 

• Ensure all publicly accessible spaces are impeccably clean and visitors act in accordance with the Museum’s policies, escalating issues to the Visitor Services management team as needed 

• Support special Museum initiatives, including public programs, events, VIP experiences, tours, and cross-departmental activations 

• Lead department training of Visitor Services Associates team and other organization wide initiatives 

• Ensure our Visitor Experience team adheres to local safety protocols and policies and ensure compliance with local state and federal employment laws 

• Performs other special projects and tasks as required by the Visitor Services management team 

Qualifications

• 2+ years of experience as a Guest Experience Lead or Supervisor, or supervisory experience hiring, training, and coaching frontline staff, preferably for an arts & cultural institution or prominent consumer brand 

• 3+ years of experience in a high-volume, guest service-oriented environment  

• Knowledge of health and safety standards and maintaining OSHA compliant operations in California  

• Excellent communication and negotiation skills  

• Excellent team management skills  

Core Competencies

• Analytical Rigor: Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision. 

• Courageous Communication: Intentionally works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible. 

• Collaborative Excellence: Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders. 

• Adaptive Resilience: Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity. 

• Inclusive Interaction: Actively contributes to an environment in which all employees feel a sense of belonging, valued for their differences and empowered to participate and contribute freely.  

• Building Trust & Relationship Management 

• Accountable Ownership and clearly shares information and the "why" behind decisions. 

• Asks for and values the opinions of others. Displays empathy when listening. 

• Acknowledges when trust has been broken and focuses on rebuilding. 

• Relates comfortably with people across levels, functions, cultures, and geographies. Identifies interpersonal and group dynamics and reacts effectively. 

 

• Accountable Ownership 

• Takes ownership of outcomes, positive or negative, without blaming others within the team or cross-functionally. 

• Recognizes when they are not approaching a situation with accountability but instead with a blame mindset. 

• Takes accountability for assigned tasks and executes on deliverables in a timely manner. 

 

• Strategic Alignment & Execution 

• Contributes to the organization by understanding and aligning actions with the organization's goals, core functions, needs, and values. 

• Seeks out and incorporates multiple perspectives, experiences, and industry trends to develop a holistic perspective. Operationalizes ideas within the business model. 

• Displays critical thinking when faced with a challenge by asking probing questions and looking for connections.