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: ​Director of Admissions & Guest Services/ Guest Services 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 visitors and supervising onsite guest operations staff. They enhance the guest experience by ensuring smooth daily operations and the safety and security of guests, staff, and experiences in this space. The Supervisor directly supervises operations specific to their assigned business function and serves as the on-duty point person in conjunction with the Guest Services Manager for escalation protocol, problem-solving, and acting as a conduit for multiple departments involved in onsite operations. This position works primarily onsite at Pacific Science Center.
This GS Supervisor position oversees evening shifts and inventory. The supervisor will partner with GS leadership to refine our inventory control system. We are looking for a candidate with knowledge and experience with inventory management and control. This position is perfect for the highly-organized night owl who loves to develop systems and processes, and effectively coach early-career professionals.
This position will require evening availability with 8-hour shifts starting as early as 2:00pm and ending as late as 2:00am. Some weekend availability is needed.
Essential Duties & Responsibilities
Customer Service

• Provide a positive, well-informed experience for Pacific Science Center patrons onsite and virtually through direct customer service and monitoring staff interactions with guests.
• Confidently and adeptly, handle escalated guest issues and resolve to satisfaction of both guest(s) and the Pacific Science Center.
• Facilitate group sales outreach and processes.
• Process all transaction types, including cash.
• Facilitate guest experience and flow through monitoring of queuing, entry, etc.

Staff Supervision

• Provide a structured and supportive work environment, in partnership with the Guest Services Manager, for Guest Services Hosts to include business function training, scheduling, tracking of attendance, daily shift rotations, etc.
• Coach GS staff and encourage positive behaviors that promote a team environment.
• Step into any Guest Services position as needed (including admissions, concessions, and usher).
• Ensure staff members are following stated policies and procedures, including food service protocol.
• Be able to jointly issue verbal/written disciplinary action with Guest Services Manager when necessary.
• Provide general cash handling support for front-line staff.
• Completing end-of-day closeouts in POS systems, correcting any errors.

Operational Support

• Be knowledgeable about all facets of guest service operations and staff training, proactively communicate needs and feedback cross-departmentally. This includes groups such as custodial, facilities, exhibits, etc. regarding building appearance, potential and existing hazards, and more. Be the voice of the guest experience from their perspective and yours.
• Maintain inventory and submit reorder requests to the Guest Services Manager as needed.
• With input from GS area supervisors, draft the weekly schedule and submit to the Guest Services Manager for approval.
• Track staff attendance and submit the weekly report to the Guest Services Manager.
• Monitor and, conjointly with the Guest Services Leadership, oversee daily cash handling procedures and processes. This includes but is not limited to count-outs, preparing cash bags, and notifying leadership of needed change.

Security & Safety

• Ensure the security and safety of Pacific Science Center staff, guests and exhibit components in the exhibit space through proactive monitoring and skillful, appropriate response.

Supervisory Responsibilities

• The Supervisor is a resource for all Guest Service staff and closely leads their assigned functional area.
• The Supervisor must be comfortable and confident in their ability to provide feedback to staff and communicate with various departments and guests.
• This position assists Guest Services Operations management in emergency situations, first aid response, security, guest escalations, etc.

Other Duties as Assigned
Duties Specific to Special Designations
Concessions

• Oversee food service operations for concessions, including oversight and implementation of food safety standards across all concession locations.
• Ensure the proper disposal for compostable and recyclable waste.
• Prepare and update concessions menus and related signage.
• Be knowledgeable on MAST and 21+ laws, policies, and procedures.

Evenings & Inventory

• Ensure staff compliance with food safety standards at concession locations.
• Oversee and submit weekly inventory, including any product loss.
• Ensure the proper disposal for compostable and recyclable waste.
• Prepare and update signage as content changes.
• Be knowledgeable of all concessions areas and ensure staff adhere to proper food service protocol.
• Be knowledgeable on MAST and 21+ laws, policies, and procedures.

Cashroom

• The supervisor oversees cash handling and is a resource for all Guest Service operations staff.
• The role directly oversees all cash handling processes and procedures, including but not limited to:
• Coordinating and preparing deposits and coordinating change drop-offs with Brinks/Loomis.
• Investigating and following-up on discrepancies: correct any errors, including over/shorts in Tessitura
• Communicating directly with accounting as needed
• Provide support and assist area supervisors in meeting their weekly inventory targets, and follow-up on any inventory discrepancies as needed.
• Assist the Guest Services Manager in meeting monthly inventory target completion dates.

Admissions & Registration

• The Supervisor is responsible for overseeing large group/school field trip registration and admission onsite, including greeting school groups as they arrive and providing them with required information.

Other duties as assigned.
Position Requirements

• 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
• Awareness of safety, security and emergency responses
• Demonstrated ability to effectively oversee daily building operations
• Skilled customer service provider with guest conflict resolution
• Ability to identify, set, and maintain professional boundaries with colleagues
• De-escalation skills
• Demonstrated ability to positively influence multiple staff
• Written and oral communications are clear and effective with all audiences.
• Keen attention to visual, audio and written details
• Knowledge and proficiency with Microsoft Suite applications
• Remains calm and assist during medical, safety, security, and evacuation situations
• Exercises sound judgment and flexibility should difficult situations arise
• Focuses on providing high-level staff oversight and customer service
• Remains positive and uplifting throughout interactions with both staff and guests
• Ability to prioritize and multi-task

Qualifications
Required

• High School Diploma or equivalent
• Previous customer service/operations experience to include guest conflict resolution; 2 years minimum
• Prior supervisory experience
• Food Handler’s Permit (or ability to attain within 2 weeks of hire)
• Mast Certification (or ability to attain within 2 weeks of hire)
• Ability to work onsite

Preferred

• 2+ years of progressive leadership experience in a guest-facing setting
• Experience in ticketed museum or attractions environment
• Current first aid and CPR training and certifications

This position description generally describes the principal functions of the position and the level of knowledge and skills typically required. It does not constitute an employment agreement between the employer and the employee, and it is subject to change as the needs of the employer and the requirements of the job change.
Compensation
Pay is based on several factors, including market location, job-related knowledge, skills, and years of experience.
Starting Base Salary Range: $25.00-$27.00/hour
In addition to base salary, regular employees working 40 hrs/week can expect the following benefits:

• Medical, Dental, Vision, basic life insurance, and disability insurance
• 4 weeks of vacation, 12 floating holidays, and sick pay
• 403(b) Retirement Savings
• Commuter benefits
• Employee Assistance Program
• Employee PacSci Membership

Pacific Science Center stands with those who are courageously fighting against hate, racism, and injustice. We recognize that not being racist is not sufficient. We must be actively anti-racist, and we commit to doing so. We prioritize inclusion, diversity, equity, and access in everything we do. Curiosity and critical thinking are essential to the dialogue and changes that need to happen.
Pacific Science Center complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at HRDepartment@pacsci.org.

Commuter assistance, Disability insurance, Health insurance, Dental insurance, Employee assistance program, Vision insurance, 403(b), Life insurance, Paid sick time