Supervisor, Visitor Engagement (Membership)

SUMMARY
The Visitor Engagement Supervisor is a multi-department position responsible for supervising daily museum operations, such as membership, ticketing and retail, as well as the programs that support learning experiences for all visitors. The position is responsible for assisting the Visitor Engagement managers with staff supervision and morale, fiscal responsibilities, and sales growth and helps provide ongoing training and professional development. The ideal candidate will have the ability to work collaboratively, possess exceptional organizational and leadership abilities, and demonstrate a technical aptitude with point-of-sale systems and a commitment to exceptional visitor service. In addition, the ideal candidate will have a proven ability to analyze and solve problems, establish and meet goals, set priorities, handle diverse responsibilities and deadlines, monitor safety on the museum floor, and manage an eclectic, energetic staff. The Supervisor is responsible for coordinating aspects of Member Events, Member Promotions and Giveaways, and Membership onsite and offsite Sales. This position reports to the Visitor Engagement Senior Manager.
ESSENTIAL FUNCTIONS
Staff Supervision

• Model exemplary customer service and selling skills, setting high standards for staff performance.
• Foster a team-oriented environment and maintain effective communication channels between staff and management.
• Conduct staff meetings and assist in developing and implementing policies and procedures.
• Create training modules/manuals and conduct training for Visitor Engagement staff as needed
• Ensure timely communication of essential information to staff and Visitor Engagement Management Team
• Assist with staff performance evaluations; monitor performance and development and provide timely feedback; maintain confidentiality where appropriate

Operational Responsibilities

• Run the daily operation of Visitor Engagement during open hours and special events: manage the daily schedules, adjust them to activity on the museum floor, respond to visitor concerns, and respond to radio calls requiring attention.
• Staff the Membership Kiosk/Information Desk as needed and communicate Member feedback to the VE Manager Team. Be responsible for setting up the kiosk or supporting and training staff to maximize sales.
• Manage Visitor Engagement staff in assisting and informing visitors to follow mandated health and safety protocols.
• Monitor compliance with mandated health and safety protocols and manage Visitor Engagement staff in assisting and informing visitors with best practices.
• Assists with member communication and inquiries via phone and email, answers and/or otherwise responds to a high volume of phone calls courteously and professionally-create great first impressions through excellent visitor service
• Frequent review of Membership collateral and signage in the ticketing corridor, at the Information Desk, at the Membership kiosk and throughout the Museum to ensure Membership Benefits are effectively communicated to all museum visitors
• Maintain inventory of printed Membership collateral and inform appropriate person when reorders are needed
• Coordinating and processing membership fulfillment, including sending acknowledgment letters and digital membership cards
• In collaboration with the Reservation Membership Office Supervisor, assist with database clean-up, quality control, and preparation prior to software upgrades and data conversions.
• Provide customer service for all member requests via phone or email. Partner with management to respond to all member issues promptly and professionally.

Fiscal Responsibilities and Sales Growth

• Review budgeted/forecasted revenue goals with management and assist in meeting or exceeding those goals
• Support management in driving sales, financial and inventory management, and ensuring that profitability and productivity goals are met; maintain expense controls.
• Participate in loss prevention controls/procedures
• Support management in analyzing business performance and implementing action plans to improve sales through visitor service improvements, merchandising, contests, data analysis, etc.
• Assist with accurate and timely completion of scheduled inventories and database maintenance
• Assist in developing and maintaining cash management practices
• Assist in preparation of deposits and accurately complete all opening/closing procedures
• Perform other duties and assignments as needed

MINIMUM QUALIFICATIONS

• High School Diploma or GED certificate required, college degree preferred
• At least 3 years museum, hospitality, or retail experience; previous supervisory experience required
• Math and English proficiency required
• Ability to work evenings, weekends, holidays and extended schedules during peak periods
• Leadership ability; diplomatic and decisive
• Excellent telephone, written, and interpersonal communication skills; Bilingual skills highly desirable (Spanish or Cantonese a plus)
• Demonstrated commitment to providing exceptional customer service; service-oriented with guests come first mentality
• Possesses a friendly, outgoing, positive, and enthusiastic attitude
• Ability to be professional and courteous with general public, educational community, museum staff, and professional guests; comfortable interacting with senior management, high level donors, and all other members of our diverse community
• Able to exercise good judgment while working independently and collaboratively; works well in a team environment
• Able to work in a noisy and sometimes chaotic environment and be flexible under a variety of circumstances
• Reliable, punctual and a self-starter; person with initiative
• Exceptional organizational and time management skills; precise and detail-oriented; able to multitask and handle multiple priorities
• Able to learn integrated point-of-sale and reservations systems and automatic call distribution.
• Computer proficiency required; Gmail and Excel experience preferred
• Able to use general office equipment and perform standard office functions, such as filing, faxing, and copying

PHYSICAL REQUIREMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to move from place to place which may include standing and/or walking for extended periods of time; lift and carry up to 75 pounds short distances; bend, kneel, reach

APPLICATION DEADLINE
This position is open until filled
HOW TO APPLY
This is a regular, full-time (37.5 hours per week), non-exempt, non-union position that includes benefits. The starting rate for this role $29.50 to $32.00 per hour DOE. Please, no phone calls in regards to this job. To apply, please visit the Exploratorium job page.
Condition of Employment: Willingness and ability to provide proof of completed COVID-19 vaccination will be required. All medical or sincerely held religious belief exemptions regarding vaccination status will be considered.
The Exploratorium is proud to be an equal opportunity employer and values diversity, inclusion and respect. We welcome and strongly encourage applicants from all backgrounds. All qualified applicants will receive consideration for employment.
Exploratorium
Piers 15/17, San Francisco, CA 94111
Website: https://www.exploratorium.edu/about/jobs. No phone calls, please
The Exploratorium is committed to a diverse workforce.