Guest Services Floor Supervisor

The Guest Services Floor Supervisor is part of a team that provides supervision and support to the GS Representative staff, as well as rotating across multiple stations to perform and provide high quality customer service to guests. Main responsibilities include guest ticketing, ushering, answering questions, and concierge duties.

Essential Duties and Responsibilities:

• Floor Supervision:
  • Provides training and mentorship to GS Representatives on museum protocols, guidelines, and expectations under the guidance of the GS Leadership team;
  • Drafts staff lunch and break schedules, and provide coverage as needed;
  • Conducts pre-shift meetings with GS team to review day-of information and expectations;
  • Engages in elevated customer interactions, and provides and processes exception decisions and complimentary tickets as needed;
  • Identifies areas for cost-saving and revenue generating activities in daily operations e.g. staffing levels, inventory and stock management;
  • Provides customer service and logistical support before, during, and after OMSI events as needed. This may include serving alcoholic beverages to museum guests;
  • Remains knowledgeable of and supports guest safety and safety protocols (e.g. lost children, fire alarms), including acting quickly and effectively in case of emergency in compliance with relevant Emergency Action Plan (EAP) procedures.
• The GS Floor Supervisor will rotate across the following stations (subject to change)-based on customer need and staff availability-as assigned by the Guest Services leadership staff.

They must remain knowledgeable of guest safety and security protocols (e.g. lost children, fire alarms), including acting quickly and effectively in case of emergency in compliance with relevant Emergency Action Plan (EAP) procedures.

• Front Desk
  • Processes ticket sales and guide museum guests through museum check-in procedures, with an emphasis on exceptional customer service;
  • Answers and resolves membership-related questions, inquiries, and transaction requests;
  • Answers general museum questions and provides wayfinding information;
  • Processes visitor accessibility requests e.g. stroller and wheelchair check-out, assistive devices;
  • Responds to and supports the processing of visitor / vendor / non-GS department requests.
• Concierge Desk
  • Responsible for answering OMSI public-facing emails, phone calls, voice mails, and in-person messages. Redirect to appropriate communication channels, as needed;
  • Processes concierge requests, such as group check-ins, coat check, lost and found, stroller and wheelchair check-out, and parking and museum ticketing.
• Empirical Theater
  • Arrives punctually before each scheduled attraction/event to help clean and prepare the theater for upcoming programming and events;
  • Collects tickets and usher guests, and actively communicate between theater and front desk personnel for guest accommodations and needs;
  • Processes visitor accessibility requests e.g. closed captioning devices and audio descriptions;
  • Confirms audio and visual setup, followed by communicating theater guidelines and etiquette to theater audiences.
• Planetarium
  • Arrives punctually before each scheduled attraction/event to collects tickets and usher guests, including active communication between Planetarium and front desk personnel for guest accommodations and needs;
  • Communicates guidelines and etiquette to Planetarium audiences.

Working Conditions:

• This position is non-exempt, paid hourly;
• This position is regular part-time scheduled for 30-39 hours/week;
  • Requires working onsite at the museum location;
  • Requires working on weekends, holidays, special events, and/or evenings as scheduled.
• Physical Demands: 40% sitting, 50% standing, 10% lifting/carrying 50 lbs;
  • Ability to push or pull carts and other equipment for food/drink deliveries up to 600
• Vision Demands include:
  • Close vision (clear vision at 20 inches of less)
  • Peripheral vision (ability to observe an area that can be seen up and down or to the left or right while eyes are fixed on a given point)
  • Depth and perception (three dimensional vision, ability to judge distance and spatial relationships)
  • Ability to adjust focus (ability to adjust the eyes to bring an object into sharp focus)
• Environmental Demands include:
  • Work near and operate heavy machinery
  • Consistent movement up and down stairs
  • Work in the lobby may include changes in temperature and direct sunlight
• Noise Levels include:
  • Moderate (examples: business office with computers and printers, light traffic)
  • Loud (examples: metal can manufacturing department, large earth-moving equipment)
  • Very loud (examples: jack hammer work, front row at rock concert)

Secondary Responsibilities

Secondary responsibilities include-but are not limited to-the following:

• Serve as the GS point of contact in the absence of GS Manager and GS Assistant Manager;
• Assist OMSI customers with login and other online purchase issues by troubleshooting and/or delegating tasks to Guest Services team members.
• Additional responsibilities as assigned by the Guest Services leadership staff.

Knowledge and Skills:

REQUIREMENTS:

• Business Practices:
  • Demonstrated ability to pivot between individual and team work;
  • Ability to handle multiple tasks, often with overlapping and time-sensitive deadlines;
  • Excellent organizational, analytical, and problem solving skills;
  • Excellent attention to detail with a high degree of accuracy;
  • Proficiency/ability to learn Google Suite and/or Microsoft Office products;
  • Exercises sound judgment while upholding high integrity and ethical standards;
  • Ability to adhere to confidentiality, protocol, and community agreements.
• Guest Services:
  • Ability to effectively supervise and oversee quality of work of others;
  • Strong communication skills, with an emphasis on customer service and problem-solving;
  • Remains knowledgeable of OMSI departments, products, and key personnel to provide accurate information and process visitor / vendor / non-GS department requests;
  • Working knowledge and ability to perform basic math and cash handling procedures;
  • Ability to model and support a positive team dynamic with paid and unpaid staff;
  • Working knowledge/ability to learn Point of Sales (POS) systems;
  • General computer skills, with an emphasis on email communication.

PREFERENCES:

• Advanced knowledge of food safety, protocols, and regulations;
• Working knowledge of best practices in staff professional development, such as mentorship and leadership opportunities for rising professionals;
• Developed knowledge of diversity, equity, and inclusion principles;
• Proficient or native fluency in a second language (non-English) with bilingual Spanish preferred.

Education & Work Experiences:

REQUIREMENTS:

• A minimum of 2 years experience with the following:
  • Demonstrated experience working in a fast-paced environment, often with stringent and overlapping deadlines, with an emphasis on handling high-volume customer interactions and transactions;
  • Demonstrated experience working effectively with people of diverse backgrounds and talents.
• 1 year of supervising staff in a fast-paced, public-facing retail and/or service environment.

PREFERENCES:

• Experience working with volunteers;
• Theater presentation or ushering experience.

Additional Requirements/Preferences; Including Licenses and Certifications:

REQUIREMENTS:

• Pre-employment checks, such as criminal background checks, reference checks;
• Current Oregon Liquor Control Commission (OLCC) license:
  • If not licensed, training can be provided at no cost for selected candidates as part of the onboarding process. Exemptions are provided if you qualify for an accommodation under the ADA for medical or religious reasons;
• Current Oregon Food Handler's Card:
  • If not licensed, training can be provided at no cost for selected candidates as part of the onboarding process.

PREFERENCES:

• None.

Benefits and Perks at OMSI

• Multiple health plans (OMSI pays 86% of employee premiums)
• 403(b) retirement with employer match eligibility
• 2 weeks of vacation per year
• 2 weeks of sick time per year
• 12 personal / cultural days (PTO) per year
• Free annual OMSI Family Membership
• Reciprocal Employee Attractions Pass (REAP)
• Inclusion-centered professional development opportunities
• Employee-led rewards and recognition program
• Discounts on summer programs for employee's children