The Children's Museum of Indianapolis

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Visitor Services Supervisor (Personal Services)



OVERVIEW:

The Visitor Services (VS) Supervisor for The Children's Museum of Indianapolis, Inc. provides operational support to the VS team. to ensure consistent delivery of exceptional customer service.  The incumbent is responsible for supervising and scheduling associated staff as well as overseeing floor operations.   The supervisor works in partnership with the VS management team to implement and uphold effective processes and procedures that promote a welcoming, efficient, and high-quality experience for museum visitors.

The Children's Museum is fiercely devoted to our Diversity, Equity, Accessibility, and Inclusion (DEAI) efforts. Together we are building and sustaining an inclusive culture that encourages, supports, and celebrates differences.

 REPORTS TO:  Visitor Relations Operations Manager 

ESSENTIAL RESPONSIBILITIES:

  1. Collaborates with the VS management team to continually strengthen key processes and procedures and to ensure operations plans and customer service implementation positively affect the visitor experience.
  2. Coordinates, maintains and communicates scheduling for VS team members and volunteers. Ensures consistent staff coverage while monitoring labor costs.
  3. Supervises and mentors associated staff, ensuring clear communication, understanding and regular review of expectations, accountability and achievement of performance goals.
  4. Assists with the oversight of smooth and effective daily operations across VS posts
  5. Provides hands-on support and mentoring to VS team members and volunteers, upholding high standards of customer service, serving as a knowledgeable resource, and proactively responding to real-time needs.
  6. Contributes to the interviewing, selection and onboarding process for staff and volunteers; supporting effective hiring, onboarding, and comprehensive training.
  7. Regularly supports frontline operations by providing coverage for breaks, filling in for call-offs, and managing peak attendance periods to maintain seamless service delivery.
  8. Fosters a welcoming, inclusive and safe environment for visitors and staff. Serves as an information resource to visitors, staff and volunteers. Stays abreast of new and current information on museum events, programs and daily activities and uses this knowledge to provide personalized customer service.

REQUIREMENTS:

  1. Two (2) years experience in a supervisory role with a customer service and operations background preferably in the hospitality industry. Proven experience with scheduling and/or project management experience.
  2. Strong organizational skills and ability to plan and oversee operational logistics.
  3. Ability to work in a fast paced, high-pressure environment and consistently displaying poise and grace.
  4. Proficient written and verbal communication skills in order to interact with people from a wide diversity of backgrounds and abilities.
  5. Commitment to providing exceptional customer service. Must consider the visitor the top priority and demonstrate good judgment in handling customer recovery situations.
  6. Must be available to work a flexible schedule to include weekends, holidays and evening shifts for after-hour events.
  7. Must acknowledge and uphold cash handling and other security systems.
  8. Must demonstrate software and hardware proficiency.

ADA REQUIREMENTS:

  1. Must be able to perform work in indoor and outdoor environments, to read documents, data reports, drawings, research and to view computer monitor.
  2. Must be able to communicate in planning and implementation situations; must have ability to express presentations of ideas.  Team and group dialogue required for communication of plans and concepts.
  3. Must be able to effectively communicate during face-to-face and group work, for telephone work, for group conversations for planning work.
  4. Must lift objects and up to 30 pounds of weight, stand and walk for extended periods of time.  Agility and dexterity required for extensive navigation of the museum facility. Must be able to traverse the campus several times daily. 
  5. Must be able to tolerate dust in the indoor environment.

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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