Supervisor of Guest and Member Operations na Chicago Childrens Museum

Description

Position: Supervisor of Guest and Member Operations  

Department: Guest and Member Operations  

Reports to: Director of Visitor and Member Operations, Sales, and Data  

Direct Reports: Guest Services Team Members 

About Chicago Children’s Museum: Chicago Children’s Museum (CCM) is committed to improving children’s lives by creating a community where play and learning connect. We embrace creativity and collaboration, we never stop learning, and we remember to stop and play along the way. CCM’s staff is a dedicated group of curious individuals who embrace the playful spirit of childhood. Every employee is empowered to reach their potential and recognized for the impact they have on our organization, visitors, and the community we serve. Over its 43-year history, Chicago Children’s Museum has provided innovative exhibits, arts programs, STEM experiments, imaginative play, and more to over 11 million children and their caregivers. Located at Navy Pier, the museum is intentionally designed for experimentation, creativity, and the universal pursuits of childhood. CCM focuses on accessibility, inclusion, and learning for all children, ensuring valuable and memorable experiences for all visitors. 

Position Overview:   

The Supervisor of Guest and Member Operations is responsible for ensuring excellent and consistent delivery of customer service and data protocols for all guest, group, and membership-related functions. Supporting the Director of Visitor and Member Operations, Sales, and Data, the Supervisor’s focus is the smooth and efficient management of the daily floor operations and execution of the back-office administrative duties. The Supervisor, while on duty will manage the opening and closing procedures of the museum, is responsible for all desk sales transactions during every hour of operations and implements consistent operational policies and practices to guarantee a friendly, welcoming atmosphere for all CCM’s audience upon entry and exit.  

Essential job duties and responsibilities  

• Provide strong operational oversight and implementation of guest and member services policies, procedures, and systems to respond to the dynamic needs of the museum, the admissions operations and guest operations staff.  
• Ensures the daily operations team delivers quick processing of all desk and online transactions, and the accurate recording and reporting of admissions and member in-museum revenue and admission.  
• Effectively resolves in-museum guest and member issues.  
• Assists in troubleshooting of operational resources (point of sale system, member database, lockers, Cuseum, etc.)  
• Processes gift admission sales and guest pass requisitions.  
• Oversees utilization and replenishment of inventory, operating cash, parking validations, marketing collateral, and all supporting materials, and supplies needed to ensure smooth entry and exiting process for guests, groups, and members.  
• Actively oversees, schedules and supervises daily in-museum visitor and member operations and its staff during scheduled shifts, unexpected rushes, breaks and call-in coverage and reconciling in-museum daily admissions and memberships transactions and personnel reporting for each supervised shift.  
• Executes regular updates to the museum’s member e-Card database.  
• Implements marketing and customer service strategies to achieve optimum revenue, attendance, and sales conversions.  
• Manage visitor traffic flow and exhibit capacity, including managing visitor queuing, and emergency situations.  
• Provides CCM responses to member and visitors email, phone and online queries and provides on floor support for in the moment questions about member benefits and business rules.  
• Assists in processing museum donation requisitions.  
• Monitors member parking program usage and updates member statuses accordingly.  
• Performs group operation clerical and administrative duties, including but not limited to: processing registration, updating registration statuses, finalizing headcounts, issuing/updating invoices, email/phone correspondence, etc.  
• Updates GS Team Member and GS Supervisor manuals, when necessary.  
• Participates as a key contributor to secure, develop, and retain top quality team members. 
• Provides mentoring, establishes clear expectations, reinforces good performance, improves unsatisfactory performance, executes performance actions, and fosters a spirit of cooperation, professionalism, and teamwork.  
• Manages all aspects of the team’s on-the-floor training, scheduling, floor supervision, communications, remediation, and professional development.  
• Contributes solution-based ideas to improve operations, communications, and team performance. 
• Ensures all membership applications (originated from Tickets) are processed and posted daily in Altru.  
• Act as customer-facing liaison for CCM regarding inquiries pertaining to in-museum admissions and membership issues and questions.  
• Provides exceptional and proactive customer service to support all aspects of admissions and membership operations.  
• Supports the museum’s work in diversity, equity, access and inclusion and actively ensures that DEAI principles are upheld in all work with fellow staff, visitors, community and other external partners.   

Requirements

Demonstrated Competencies Qualifications:   

• High School diploma or equivalent  
• 1 year of supervisory experience in fast-paced admissions and/or customer service position (this includes relevant paid and unpaid work/volunteer/community work).  
• Proficiency in (1) Blackbaud Altru, (2) Microsoft Office Suite, and (3) database management preferred  
• High comfort level and interest in utilizing technology to increase efficiency and seek opportunities for continuous improvement.  
• Strong organizational and planning skills as well as demonstrated creativity, resourcefulness, and effectiveness.  
• Attentive to details in a fast-paced environment; ability to prioritize in the moment and the character to stand by a decision and learn from setbacks.  
• Responsive and reflective to direction and feedback; takes a proactive approach and does not need constant supervision.  
• Outstanding communication (both written and verbal) and organizational skills.  
• Professional demeanor in effectively resolving customer service and employee relations matters.  
• Exhibits exceptional leadership abilities and able to be discreet with personnel issues.  
• Proven ability to effect positive change and maintain tight operational controls.  
• Strong work ethic, critical thinking, ability to make sound judgment calls, and the ability to work independently and on deadline.  
• Enthusiasm for learning and mastering new skills on an ongoing basis; willingness to be informed/certified/trained through institution-offered courses and to work within Diversity, Equity, Access, Inclusion (DEAI) frameworks and actively engage in learning about these frameworks.  
• Possess an equity mindset and cultural humility.  

Physical Requirements for the Position  

• Stamina and physical endurance to stand on the museum floor all-day long, maintaining quality interaction with museum staff and visitors. Bending, lifting, and reaching is required to access supplies. Push, pull and lift up to 40 pounds.  
• Repetitive friendly and courteous communication while engaging with visitors and staff and speaking loudly over crowds.  
• Adequate use of PA system and communication radios.  
• Ability to work in and withstand loud/crowded spaces.  
• Dress Code required. Uniform polo shirt(s) provided.  

Job Location: This position will work on-site at Chicago Children’s Museum at Navy Pier.

Salary Range: This is a full-time position, working an average of 30 hours per week. Position pays $24.22 hourly and requires attendance of a mandatory meeting 1x month.  

Benefits: Full-time: This position is eligible for medical, dental, vision, Life, Long-term Disability, and Short-term Disability insurances, 401k after six months of service, as well as PTO and Sick time.  

Chicago Children’s Museum is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.