What are the responsibilities and job description for the Guest and Member Services Supervisor position at Adler Planetarium?
Guest & Member Services Supervisor
Full Time
About the Adler Planetarium
The Adler Planetarium connects people to the universe and each other. Whether it is introducing a guest to the Ring Nebula, a neighborhood school to a community partner, a research team to a network of citizen scientists, or one staff member to another, Adler’s focus on meaningful connections dates back nearly a century.
Today, the museum hosts more than half a million visitors each year and reaches millions more through youth STEM programs, neighborhood skywatching events, online citizen science, and other outreach projects. With Adler’s support, people of all ages, backgrounds, and abilities gain the confidence to explore their universe together and return to their communities ready to think critically and creatively about any challenge that comes their way.
COVID-19 Vaccination Policy
Thank you again for your interest in applying to the Adler Planetarium! Effective November 8, 2021, we have implemented a mandatory COVID-19 vaccination policy that will require all employees, interns, temporary employees, and volunteers to receive one of the CDC-authorized vaccines, unless a medical or religious reasonable accommodation is approved. Please note: at this time we are not asking you to provide any information about your current vaccination status, whether you would seek a religious or medical accommodation to the policy, nor for any other medical information – we are only notifying you of the policy if you are interested in moving forward with the application process.
The Position
The Adler Planetarium is seeking a Guest & Member Services Supervisor to join our dynamic team located on Chicago's Museum Campus. This person is responsible for providing outstanding customer service to Adler guests through ticket and membership sales, greeting and checking in groups, and beyond. This position supervises a team of Guest Services Representatives, providing coaching, and training, and serving as an example of explementary customer service in all guest interactions. This individual will also be responsible for:
Maintaining the integrity of the point of sale system; ensuring that all cash, credit, discount, and voucher redemptions are reconciled daily; recording all financial transactions and disparities; maintaining reports for the business office.- Preparing and sending cash deposits; counting all cash reserves, maintaining the safe balance, Guest Services Representative assigned banks, and third-party refund debits and credits.
- Providing exceptional customer service while troubleshooting any concerns that arise from guests; authorizing refunds and exchanges as needed.
- Making changes to the ticketing system in collaboration with all floor teams; tracking and maintaining the will-call system for VIP guests; serving as backup for the manager as needed to work on museum-wide initiatives to anticipate guest needs and improve guest experiences.
- Training all Guest Services Representatives on customer service, point of sale and ticketing system practices, coat check, special event support, phone answering, sales, and all related functions to serve our guests and members.
- Creating weekly schedules and daily assignments for the Guest Services Team, including post assignments, breaks, lunches, and rotations.
FT The Compensation & Benefits
Base Pay: $18.80
Work-Life Balance
- 35-hour workweek
- 3 sick days as of the date of hire (can accrue up to 6.5 days per year)
- 7 Adler paid holidays
- 4 Personal Holidays (Prorated for new hires starting after January 1st)
- Paid Family Bereavement Leave & Jury Duty
- Eligible to accrue up to 15 vacation days per year to start
- Flexible work arrangements
Competitive Health Coverage
- Medical, Dental, & Vision insurance
- Healthcare, Dependent Care & Commuter flexible spending accounts
- Adler Paid Short-Term Disability insurance
Retirement Savings Plan
- 403B plan with Adler match
- Adler match is 100% vested immediately
- Eligible to enroll as of the date of hire
Network of Support through our EAP programs
- Resources to help address emotional, legal, and financial issues
- Face-to-face, telephonic, and web-based services
- Free subscription to the Calm Premium app
Discounted Onsite Parking Passes
Free Entrance to Chicago area museums and cultural institutions
The Person
We are looking for someone excited about the opportunity to interface with guests, members, and colleagues. Someone who thrives in a team environment and is always willing to go the extra mile to help their team shine. A person who thinks quickly on their feet and is comfortable interacting with an extremely diverse population. This person will need to have the ability to lead effectively in a fast-paced environment. This person has excellent customer service and communication skills and is a creative thinker.
Required Qualifications:
- High school diploma or equivalent
- Two years of experience managing/supervising and training personnel in a cash-handling environment. Experience processing financial transactions and delivering quality customer service in a fast-paced environment.
- Intermediate knowledge of computerized ticket sales, Google Suite, and Microsoft Office
Preferred Qualifications:
- Associate's degree or higher
- Three years of progressive experience in a leadership position managing teams, projects, and cash reconciliation in a cultural attraction or related industry
- Advanced customer service and project management training
- Intermediate knowledge of Gateway Galaxy POS and ticketing system; knowledge of utilizing data provided through Tableau to make decisions and reconcile reports
The Adler Planetarium is dedicated to complying with its obligations as an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, age, or any other characteristic protected by federal, state, or local law.
If you need reasonable accommodation for any part of the employment process, please contact Jenean Featherson by email at recruiting@adlerplanetarium.org and let us know the nature of your request and your contact information. ReAccommodation requestsill be considered on a case by case basis.
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