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Jobs at The Mob Museum

Guest Services Supervisor (Full-time)

Location: Las Vegas, NV

Department: Guest Services

Type: Full Time

Min. Experience: Mid Level

Position Overview:

The Guest Services Supervisor is responsible for supervising daily guest services operations, including box office, parking, concession, souvenir photo, lobby/queuing, and ticketed experience posts. S/he will consistently practice service initiatives to enhance the Museum’s offerings and customer loyalty. Reporting to the Guest Services Manager, the Supervisor is a key member of the Museum team, providing leadership in support of the mission, vision and values of the organization.

 

Major Tasks and Responsibilities:

  • Supervise daily operations, including box office, exit/entry procedures, lobby, podium, parking operations, concessions, photo booth, and mediated experience ticketing.
  • Lead pre-shift meetings, briefing staff on operational updates, VIP guests, upcoming events, community impacts on operations, etc.
  • Collaborate with peer positions to provide operational supervision of entire Guest Service Agent staff, providing constructive and positive feedback on a regular basis.
  • Direct professional development responsibility for specifically assigned Agents to include performance management, disciplinary actions, coaching, etc.
  • Work closely with the Manager to implement programs that incent, recognize, and reward behaviors that are consistent with a total guest orientation. 
  • Prepare daily reports, deposit and reconcile cashiers.
  • Responsible for all departmental duties in the absence of the Guest Services Manager to maintain efficient operations.
  • Responsible for communicating all details of the workplace to the Guest Services Manager or Manager-on-Duty in a timely manner.
  • Participate in the organizational training process, mentoring staff, and volunteers.
  • Serves as role model for adherence to the Museum’s Core Values and
  • Coordinate all box office and on-site sales activities including cash/ credit handling, accounts management, and data input into the POS system.
  • Provide constructive and positive feedback regularly.
  • Assist in processing in-person, phone and web ticket sales.
  • Promote membership program to Museum guests and staff by explaining program benefits and answering questions.
  • Aid in promoting and selling upcoming museum events.
  • Continuously monitor all line queuing, ensuring guests are served in the most efficient manner possible.
  • Advocate superior guest service through proper guest service recovery efforts.
  • Answer questions related to the Museum’s content, history, and facilities.
  • Provide operational assistance for special events, special programs, educational outreach, and promotional efforts.
  • Stay abreast of in-house exhibitions, educational programs, and related community events to keep staff and guests well-informed and keep the Museum on the leading-edge of our industry.
  • Demonstrate leadership in fostering an organizational culture that values innovation, promotes inclusion, and inspires excellence in the work environment.
  • Assist with the booking and coordination of large group admissions to the Museum.
  • Process guest comps and coordinate any requested logistics for guest arrival, including notifying appropriate staff and greeting VIPs.
  • Maintain a substantial presence on the Museum floors, serving as a supplement to the Guest Services Agent staff, as needed, in parking, concessions, photo, sales, box office, lobby/queueing, and ticketing/operational posts.
  • Assist in the oversight of public programs.
  • Other duties as assigned.

 

Experience / Qualifications / Requirements:

  • A minimum of 2 years of experience in a guest/customer relations position. Prior experience in a museum, cultural, or entertainment attraction is desired.
  • Proven track record of supervising, motivating, and training a team of employees.
  • Prior experience working in a box office for a museum, cultural, or entertainment attraction is desired.
  • Familiarity with proper cash handling practices.
  • Prior experience with POS / ticketing systems is preferred.
  • Prior experience interfacing with frontline and back-of-house operating units, complemented by an understanding of infrastructure needs in a high-volume, service environment.
  • Superior interpersonal, facilitation, and public speaking skills.
  • Must be 21 years of age or older.
  • Must have or obtain a Work Card, Health and TAM card within seven (7) days of appointment.
  • Demonstrable sensitivity and awareness of issues relating to access and inclusion.
  • Able to take ownership of problematic situations using proper judgment to find possible solutions or alternatives while maintaining positive guest relationships.
  • Proven ability to engage individuals of diverse backgrounds and experiences.
  • Proficient computer skills in MS Word, Excel, and PowerPoint. Database and additional software knowledge is preferred.
  • Able to constantly operate a computer, phone, or other office productivity machinery.
  • Able to work a varied scheduled, including: evenings, weekdays and/ or weekends.
  • Must have the physical ability and emotional presence to handle high-stress situations such as building evacuations, guest ejections, and injuries.
  • Able to stand for prolonged periods of time.
  • Passion for creating a world-class museum that is unrivaled in content and recognized for a truly outstanding guest experience.
  • Enthusiasm for working in an organization where change is frequent, structure is evolving, and flexibility, teamwork, and good humor are absolute necessities.
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