Supervisor, Guest Experience Operations

Job Description:

Position Title: Supervisor, Guest Experience Operations

Position Type: Full-Time

FLSA Classification: NON-EXEMPT

Division: Operations

Department: Guest Experience Operations

Reports to: Assistant Manager, Guest Experience Operations and Manager, Guest Experience Operations

Compensation Range: $21.20

About Crystal Bridges & The Momentary:

Crystal Bridges is a museum of American art located in Bentonville, Arkansas. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded by Alice Walton in 2005, the museum opened in 2011 and is a public, non-profit charitable organization with free admission.

The Momentary is a new contemporary art space that opened to the public on February 22, 2020, in downtown Bentonville, Arkansas. A satellite to Crystal Bridges, the Momentary presents visual, performing, and culinary arts. The mission of the Momentary is to champion contemporary art’s role in everyday life and explore the unfolding story of contemporary American arts in an international context by actively commissioning and exhibiting outstanding works that explore new ideas and inspire action.

Position Summary:

The Supervisor, Guest Experience Operations plays a critical role in the overall success of the guest experience at Crystal Bridges and the Momentary. The Supervisor, Guest Experience Operations will help the Management Team provide strong, positive, enthusiastic, and diverse leadership and oversight to the Guest Experience Operations Associates in completing daily activities. It is the Supervisor, Guest Experience Operations duty to assist the Managers with overseeing the daily operations of the Guest Experience Operations team to provide a safe and secure environment for artwork, guests, staff, volunteers, and members of Crystal Bridges and the Momentary while ensuring a positive guest experience. It is necessary to assist the Managers in ensuring the development, oversight, and enforcement of internal and external policies, which safeguard the Museum’s assets. They will act as a liaison to other museum departments, assist in the development of policy and procedures, and in the absence of the Guest Experience Operations Management Team, will take responsibility for addressing unique situations in a timely manner while concurrently performing Guest Experience Operations Associate tasks and providing an outstanding experience to all Museum guests. 

Principal Responsibilities:

In conjunction with Guest Experience Operations Management Team:

• Ensure that all Associates follow established policies and procedures necessary to provide an excellent guest experience.
• Assist the Management Team in planning daily operations, editing materials and coordinating efforts and events in which the Guest Experience Operations Department is involved.
• Create, maintain, and implement daily rotation schedules.
• Act as an initial contact for communications and training with other departments.
• Assist in developing policies and procedures and respond immediately to resolve guest, volunteer, and staff inquiries and complaints, while supporting museum policies to ensure a safe and positive guest engagement.
• Make decisions that require immediate action and/or attention.
• Be able to perform all duties of Associates and Call Center Associates.
• Report security, personnel, and safety issues to the managers of Guest Experience Operations.
• Assist the management team in training and developing associates and assigned mentees.
• Create and conduct annual reviews for assigned mentees and provide employee counseling, coaching, and development.
• Participate in interviews with a focus on building a diverse and professional staff focused on employee retention and development.
• Ensure daily operations run smoothly and in accordance with museum policies and procedures.
• Provide basic first aid when necessary and become CPR trained.
• Conduct pre and post shift meetings with associates.
• With Database management, manage the Tessitura ticketing system, including hardware needs, software updates, inputting data from a variety of sources, and all training on related technologies.
• Develop and maintain proficiency in Guest Experience Operations related software including Shiftboard, EMS, Google docs, Shopify, and Microsoft Office Suite along with others as introduced.
• Coordinate with AWE accounting and management to ensure cash handling procedures are followed and all deposits and tills are accurate.
• Develop and enforce departmental processes and procedures to ensure the best possible guest experience.
• Generate reports as needed using data from a variety of sources, including Tessitura.
• Organize and provide training on department-related technology including scanners, Quest tablets, and radios.
• Monitor stock of all relevant brochures, supplies, materials, and resupply/order accordingly

Additional Responsibilities:

• Proactively seek and obtain information about museum policies, promotions, activities, and events to provide the highest level of guest engagement.
• Report to work punctually, dressed in a clean, pressed, approved uniform and fully prepared for each scheduled shift.
• Perform all other departmental duties as assigned within the scope of responsibility and skills required for the job.

Qualifications and Skills:

Education, Training, and Traits:

• High School Diploma or GED and similar experience required. Associate degree from an accredited institute of higher learning preferred.
• Driver’s license required.
• Enthusiasm about being a team member at a major art museum and performing arts venue, with a strong visitor-centered community dynamic.
• Excellent attendance and punctuality.
• Ability to use good judgment.
• Ability to lead a team while continuing to perform departmental tasks.
• Ability to be patient and flexible while also staying energized and focused on providing excellent customer service.
• Ability to multi-task. 
• Ability to be a team player.
• Ability to recognize customer service concerns and address professionally.
• Good command of general computer applications and basic math skills.

Work Experience:

• Minimum two years of supervisory experience in customer service or related industry preferred
• Prior experience working with computerized cash register system and ability to accurately balance a cash drawer preferred.

Physical Demands and Work Environment:

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

• Physical demands: Position requires working throughout Crystal Bridges and the Momentary spaces for prolonged periods of time. This position requires standing, walking and climbing stairs, bending and stretching, and physical stamina to lift a minimum of 50 pounds unassisted. Ability to stand and walk for a minimum of three hours without a break. Position requires utilizing a computer for prolonged periods of time with good eye/hand coordination. This position requires visual acuity to review written materials, observe large crowds, and provide detailed descriptions is required for this job.

• Work Environment: The majority of work will be performed in the Momentary and Crystal Bridges spaces with some outdoor assignments. This includes working in adverse weather conditions such as extreme temperatures, rain, sleet, and snow. Position requires individuals to work in galleries that may have flashing lights and loud noises. Additionally, strong communication skills and ability to interact politely and effectively with a wide range of Momentary members, visitors, volunteers, and staff. Museum communications devices (radios and earpiece speakers) will be utilized.

• Position requires ongoing flexibility in work hours due to events, staffing needs and other factors. 

All offers of employment are contingent on your successful completion (where permitted by state law) of a confidentiality agreement and background check. In addition, you will need to provide proper identification verifying your eligibility to work in the United States on your first day of work.

Crystal Bridges is an equal opportunity employer committed to building and maintaining a culturally diverse workplace that is free of discrimination and harassment of any kind. We encourage women, minorities, individuals with disabilities, and veterans to apply. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.

Salary : $21