Guest Operations Supervisor

About Us: The Museum of Science and Industry, Chicago is the largest and most interactive science museum in the Western Hemisphere. Chicago’s Museum of Science and Industry (MSI) exposes guests of all ages to awe-inspiring exhibitions that spark curiosity and bring science to life. MSI’s mission – to inspire the inventive genius in everyone – is realized through its world-class exhibitions and engaging guest experiences. The Museum of Science and Industry provides programs and experiences that deepen the engagement of students and teachers in science and science-related disciplines, with a vision to inspire and motivate our children to achieve their full potential in the fields of science, technology, engineering and math.

We offer a creative, collaborative, and innovative environment for our employees. Our employees get great perks such as: benefits starting day one of your employment, free admission to MSI for family and friends, free admission to other Chicago cultural institutions, free parking in MSI's garage and more! If you are equally passionate about our vision and want to be surrounded by a team of dynamic, smart, and innovative people, the Museum of Science and Industry is the right place for you!

The Job: The Guest Operations Supervisor is responsible for the on-the-floor supervision and support of the Guest Operations (GO) Department team, including the opening and closing of various areas throughout the museum such as ticketing operations, parking garage, guest services, Giant Dome Theater (GDT), and Group Center. This role works closely with the Guest Experiences (GE) Department, Special Events, and other Museum departments and works to ensure all Guest Engagement team members are guest-ready and deliver excellent and consistent guest services. This role will also supervise Guest Engagement Representatives (GERs).

This is a fulltime position with a Wednesday-Sunday schedule that requires holiday and evening availability (weekdays and weekends) for special events. This individual must be a personable, adaptable, and guest-centric leader with experience managing diverse teams of 10 or more. Qualified individuals will be a team player that can manage complex rotations and schedules.

Responsibilities

• Carry out supervisory responsibilities of GERs including interviewing, hiring, onboarding, and training; assigning and directing work; appraising performance and providing performance feedback; rewarding and disciplining employees; enforcing policies, procedures, and standards; and providing mentoring with establishment of expectations and reinforcement of good performance.
• Ensures that team members are guest-ready, proactive in addressing guest needs, and perform core operational job requirements.
• Provide operational leadership to GE team as needed to ensure leadership coverage; cross-train in GE functions as needed.
• Collaborate across the GE and GO Departments to ensure a high standard of excellence in guest services.
• Represent the GO Department on various internal committees and work groups, and advocate for the Department's interests in the Museum's ongoing operations and special projects.
• Lead and maintain a positive and collaborative team culture, including timely communications and follow-up to GO team to build a strong, cohesive team.
• Provide enthusiastic and efficient customer service to Museum guests in the areas such as exhibits, special attractions, providing directions and assistance to enhance the guest experience.
• Address and resolve guests' needs, concerns, and complaints, assuring they are settled in a positive, timely, and appropriate manner.
• Lead morning meetings, trainings, and team building function.
• Lead operations of GDT including communicating GDT capabilities for internal and external clients for events and programs; install new content and ensure proper geometry, sound synch and quality control; perform and schedule preventative and corrective maintenance to projection and audio equipment.
• Lead operations in Group Center including ensuring sufficient staffing for anticipated crowds, effectively managing complex group arrival, departure, and lunch schedules, and reviewing operation standards to ensure efficient operations.
• Communicate regularly with leadership to ensure all programmatic needs are met.
• Proactively identify problems and address gaps including adjusting rotations to meet operational and service needs.
• Other duties as assigned.

Qualifications

• Three (3) to (5) years related experience with at least 1-2 years of supervising a diverse team.
• Bachelor's degree is a plus.
• Ability to move large groups of people from place to place in a courteous and efficient manner.
• Ability to creatively solve complex problems that may involve volatile situations.
• Must be flexible in working in multiple environments throughout the Museum.
• An ability to work on multiple projects and meet deadlines is required as well as the ability to multitask.
• Experience working in a fact-paced environment while being friendly and outgoing.
• Must be creative and dynamic, exhibit enthusiasm, initiative, flexibility, and openness to new ideas.
• Detail-oriented; excellent verbal and written communication skills including public speaking.
• Strong teamwork and interdepartmental skills. Ability to work on diverse teams required.
• Excellent planning and organizational skills.
• Proficiency of MS Office such as Word, Excel, Outlook, and Teams is required.
• Requires weekends, holidays, and some evenings.
• Bilingual is a plus.
• Must be able to move safely throughout the Museum campus and lift 20-30lbs.
• Ability to perform various functions such as walking/moving across uneven surfaces, climbing stairs, lifting, pushing, carrying seeing in varying light conditions, and participating in some physical activities.
• Language:
  • Ability to read and interpret documents such as instructions and procedure manuals.
• Physical:
  • While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear.
  • The employee is required to stand, walk, and reach with hands and arms throughout the work shift.
  • The employee is occasionally required to climb or balance, stoop, kneel, or crouch.
• Work Environment:
  • The employee may occasionally be exposed to wet and/or humid conditions.
  • The employee may occasionally be in certain exhibit spaces with sensory characteristics such as moments of complete darkness or flashes of light, moments of loud noises like loud booms, operating machinery, bells ringing, and explosions. 
  • The employee may occasionally be in certain exhibit spaces that will have or may content advisories such as military violence and war themes, Nazism, or feature human specimens and other medical content.
  • The employee will work in spaces that will have large crowds including K-12 school groups. 

Our DEAI Mission

The Museum of Science and Industry is committed to advancing diversity, equity, accessibility and inclusion across our workforce, experiences, and day-to-day operations. As MSI employees, we are each responsible for making the Museum a welcoming place externally for guests and internally for our colleagues within the scope of our roles.

MSI is an Equal Opportunity/Affirmative Action employer, which includes providing equal opportunity without regard to race, color, religion, gender, national origin, disability, or protected veteran status.