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Supervisor, Visitor Services

  • Exploratorium
  • 02/15/20
  • San Francisco, CA
  • 94111
  • TBD / Yearly
  • Full-Time
The Visitor Services Supervisor is a multi-department position responsible for supervising daily operations of ticketing, retail and membership. The position is responsible for assisting the Visitor Services Managers with staff supervision and morale, fiscal responsibilities and sales growth. 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 guest 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, and manage an eclectic, energetic staff.

Staff Supervision:
Model appropriate behavioral standards for staff; set pace for work quality and productivity
Help develop and maintain a team-oriented environment; maintain effective lines of communication between staff and management
Prepare and conduct staff meetings as assigned
Assist in developing and implementing policies and procedures
Create training modules/manuals and conduct trainings for front line staff as needed
Ensure timely communication of essential information to staff and Visitor Services Management Team
Assist with staff performance evaluations; monitor performance and development and provide timely feedback; maintain confidentiality where appropriate

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
Customer Service/Sales
Assist management in meeting or exceeding service metric targets
Use initiative & enthusiasm on the floor, engage customers in friendly & helpful interactions
Create sales using a variety of genuine and sincere approaches (product demonstration, anecdotal stories, etc.) which demonstrate an analysis of the customers needs
Build sales using various techniques (add-ons, substitutions, active listening, etc.) and effectively close sales
Model and maintain positive interactions with customers-demonstrating a yes attitude
Handle customer concerns with professionalism-demonstrate exceptional conflict management and resolution skills
Communicate relevant customer feedback to appropriate parties in a timely manner
Model exemplary personal customer service and selling skills to maximize staff performance and productivity
Maintain appearance and functionality of guest queues, ticketing areas, retail stores, guest amenities, and related spaces with a focus on guest and staff safety at all times
Other duties as assigned

An AA/AS degree and at least 3 years museum, hospitality, or retail experience; previous supervisory experience required, or an equivalent combination of training and experience
Exceptional attention to detail and proven ability to follow-up
Commitment to superior customer service
Ability to build and be part of a team oriented environment
POS system and general computer skills, including spreadsheets, word processing and e-mail applications, technically proficient
Exceptional time-management and delegation skills
Honest, dependable and punctual; flexible in a variety of situations
Leadership ability; diplomatic and decisive
Excellent communication skills; English proficiency mandatory, bilingual skills an asset
Neat, organized and accurate in work habits
Able to work closely and effectively with museum staff & general public, particularly children
Cash handling experience required
Ability to handle multiple and changing tasks; ability to work evenings, weekends and holidays, as well as extended schedules during peak periods
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

Open until September 27, 2019 or until filled.

This is a regular, full-time (37.5 hours/week), exempt, management position and includes benefits. This position requires evening and weekend hours. To apply, please visit the Exploratorium job page. Please, no phone calls in regards to this job.

The Exploratorium is proud to be an Equal Opportunity Employer and values diversity. We welcome and strongly encourage applicants from all backgrounds. All qualified applicants will receive consideration for employment.

Employer Information

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