Guest Services Supervisor

At Pacific Science Center, our mission is to ignite curiosity in every child and fuel a passion for discovery, experimentation, and critical thinking in all of us. Our colleagues are passionate lifelong learners who live our mission every day.  Each of us commits to bring an inclusion, diversity, equity, and access (IDEA) focus in every aspect of our work. Join our collaborative team and help steward our warm, welcoming, community-learning environment at PacSci.
 
As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we're invested in building teams with a wide variety of backgrounds, identities, and experiences. Data shows that women and BIPOC candidates more frequently do not apply to a job because they don't feel that they meet all of the qualifications listed. If you have some of the knowledge, skills, and abilities listed and you share PacSci's values and support our mission, we encourage you to apply.

Position Title: Guest Services Supervisor

Department: Admissions & Guest Services

Reports to: Guest Services Hospitality Manager

Pay Class: Full-time Regular

FLSA Status: Hourly, Non-Exempt

Position Summary

The Guest Services Supervisor is responsible for providing excellent service to Pacific Science Center's guests and serves as operational leadership for Guest Services Hosts. They enhance the guest experience by ensuring smooth daily operations and the safety and security of guests, staff, and onsite experiences. The Supervisor oversees all aspects of the Guest Service operations and serves as the on-duty contact along with the Operations Specialists and Guest Services Managers for escalation protocol, problem-solving, and acting as a conduit for multiple departments involved in onsite operations. This position works exclusively onsite at Pacific Science Center, and is core to delighting our guests and nurturing excellence in our people.

Essential Duties & Responsibilities

Staff Supervision

• Provides a structured and supportive work environment, in conjunction with the Guest Services Hospitality Manager, for Guest Services Hosts.
• Works alongside fellow supervisors to make host hiring decisions, create department schedules, track attendance, manage daily staffing assignments, and implement training materials provided by Operations Specialists.
• Approves payroll for Guest Services Host direct reports.
• Provides written/verbal coaching and discipline for Guest Services Hosts when necessary to ensure satisfactory job performance of assigned team members.
• Knowledgeable about all facets of the Guest Services operation and able to assume any floor position if needed.
• Responsible for completing end-of-day closeouts for hosts, leading closing procedures for AM & PM onsite teams, sending out morning meeting/pre-shift notes, and logging post-shift reports.
• Other duties as assigned.

Operational Support

• Knowledgeable about all facets of guest-facing operations, working closely alongside other departments including custodial, facilities, security, venue experiences, and exhibits to ensure a first-class experience for our guests.
• Assists the Operations Specialists by providing regular updates on concessions inventory, admissions supplies, and upcoming staffing needs, and are responsible for conducting inventory counts and restocking from our concessions depot location.
• Implements and enforces procedures developed by Operations Specialists, and ensures the GS department is conducting operations in an effective, efficient, and sustainable way.

Health and Safety

• Serves as the first-line response for any emergency, first-aid, or security calls during operations, in close conjunction with security team members and, when necessary, independently of the Guest Services Hospitality Manager or VP of Guest Services.
• Knowledgeable about any food health and safety requirements as they pertain to our concessions operations, including Washington State MAST permitting requirements.
• Maintains current First-Aid, Food Handler's, and MAST certifications while in this role.

Customer Service

• Be an expert in customer service practices and principles to inform the hiring, onboarding, and workforce management facets of the role.
• Provide a positive, well-informed experience for Pacific Science Center patrons onsite and virtually through direct customer service.
• Confidently and adeptly, handle escalated guest issues and resolve to satisfaction of both guest(s) and the Pacific Science Center. 
• Other Duties as Assigned.

Position Requirements: Knowledge, Skills, Abilities

• Personal bias awareness and desire to be an anti-racist leader
• Knowledgeable about guest experience best practices
• Ability to provide support and guidance to frontline staff
• Experience with interviewing and hiring for entry-level positions
• Awareness of safety, security and emergency responses
• Demonstrated ability to effectively oversee daily building operations
• Skilled customer service provider with guest conflict resolution
• Ability to identify, set, and maintain professional boundaries with colleagues
• De-escalation skills
• Demonstrated ability to positively influence multiple staff
• Written and oral communications are clear and effective with all audiences.
• Keen attention to visual, audio and written details
• Knowledge and proficiency with Microsoft Suite applications
• Remains calm and assist during medical, safety, security, and evacuation situations
• Exercises sound judgment and flexibility should difficult situations arise
• Focuses on providing high-level staff oversight and customer service
• Remains positive and uplifting throughout interactions with both staff and guests
• Ability to prioritize and multi-task
• Be knowledgeable on MAST and 21+ laws, policies, and procedures.

Qualifications

Required

• Ability to work onsite
• Previous supervisory or leadership experience in a customer service/operations role, with a strong preference for experience within the hospitality and/or tourism fields
• Food Handler's and MAST certification, or ability to attain them within two weeks of hire.
• First aid and CPR certifications or ability to attain them within two months of hire.

Preferred

• 2+ years of progressive leadership experience in a guest-facing setting
• Experience in ticketed museum or attractions environment
• Current first aid and CPR training and certifications

Physical Demands & Working Conditions

Guest Services Supervisor must be able to work a flexible schedule including weekends, evenings and holidays. Physically remaining in position and moving across the site for long stretches of time with variable noise levels. Hybrid work is a possibility in this role, provided onsite leadership coverage is sufficient.

This position description generally describes the principal functions of the position, and the level of knowledge and skills typically required.  It does not constitute an employment agreement between the employer and the employee, and it is subject to change as the needs of the employer and the requirements of the job change.

Compensation 

In addition to base salary, regular employees working 40 hrs/week can expect the following benefits: 

• Medical, Dental, Vision, basic life insurance, and disability insurance
• 4 weeks of vacation, 12 floating holidays, and sick pay
• 403(b) Retirement Savings
• Commuter benefits
• Employee Assistance Program
• Employee PacSci Membership

Pacific Science Center stands with those who are courageously fighting against hate, racism, and injustice. We recognize that not being racist is not sufficient. We must be actively anti-racist, and we commit to doing so.  We prioritize inclusion, diversity, equity, and access in everything we do. Curiosity and critical thinking are essential to the dialogue and changes that need to happen.

Pacific Science Center complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at .

---