Guest Experience Supervisor

The Franklin Institute, the most visited museum in the Commonwealth of Pennsylvania, strives to be the world leader in promoting science and technology education and literacy through inspiring and engaging experiences that cultivate curiosity, critical thinking, and an understanding of the crucial role science plays in our lives.

At The Franklin Institute, we provide an environment that’s as nurturing as it is dynamic. Our team-oriented approach allows for ample learning and career growth opportunities. We think you’ll find the Institute offers the ideal atmosphere in which to use your skills and talents best. We are eager for your input, ideas, and inspiration.

Position Description:

The Guest Experience Supervisor will supervise and execute aspects of the museum floor operations with a primary focus on the ticketing and guest services functions. This position serves as a liaison between the front-line staff and the management team and will provide strict oversight to the floor operations as well as ongoing guest service and system coaching to front line staff. The supervisor will also assist Managers in the development and implementation of new internal and external Guest Service and Training Initiatives.

Position Requirements

• Supervise all departmental staff members and assist with any job function when needed •
• Successfully oversee the daily operating plan, including management of first aid and lost and found
• Create a fun, positive, inclusive team environment for all staff members
• Monitor departmental standards with a focus on delivering a World Class Visitor Experience
• Assist with customer service training and reward and recognition programs for all front line staff
• Adjust staff members on the daily schedule to cover the museum based upon the days business pressures
• Be a significant presence on the floor to ensure all areas are operating successfully and that the staff members are having fun
• Ensure the security of all revenue collected through the ticketing area by observing established theft deterrence measures
• Execute the daily box office cash out including verifying all vouchers and coupons

Additional eligibility requirements

• The work schedule is varied, but primarily Wednesday through Sunday. This is subject to change at any time based upon business needs and attendance.
• Must be available to work evenings, weekends, and holidays during the busy season
• Must be able to stand and walk for long periods.

Required/Preferred Education and Experience

• A Bachelor's degree is preferred or a minimum of 1 to 3 years of experience managing staff in a sales and customer service setting are required.
• Proven success operating within a high volume ticketed venue or visitor facing organization
• Experience coaching, motivating, and monitoring staff members in a fun, energetic environment

Required Competencies

• Ability to handle multiple tasks, make decisions and work in a busy environment
• Outgoing, positive, and team-oriented personality
• Customer service oriented
• Strong problem-solving skills
• Ability to appreciate and be sensitive to the feelings of others
• Professional/Work Ethic
• Excellent Oral communication skills

Positions Dimensions

• All Floor Staff – the number will vary based on business needs. The min. 5 to 10, max. 30 to 40

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Status: Scheduled Part-time

To apply, please visit our Career Center. We look forward to hearing from you!

Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If much of this job description describes you, then please apply for this role.

The Franklin Institute is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability, or protected veteran status.