Visitor Services Supervisor

Overview

The Visitor Services (VS) Supervisor for The Children's Museum of Indianapolis, Inc. provides operational support to the VS team to ensure consistent delivery of exceptional customer service. The incumbent is responsible for supervising and scheduling associated staff as well as overseeing floor operations. The supervisor works in partnership with the VS management team to implement and uphold effective processes and procedures that promote a welcoming, efficient, and high-quality experience for museum visitors.

Reports to : Visitor Relations Operations Manager

Essential Responsibilities

• Collaborates with the VS management team to continually strengthen key processes and procedures and to ensure operations plans and customer service implementation positively affect the visitor experience.
• Coordinates, maintains and communicates scheduling for VS team members and volunteers. Ensures consistent staff coverage while monitoring labor costs.
• Supervises and mentors associated staff, ensuring clear communication, understanding and regular review of expectations, accountability and achievement of performance goals.
• Assists with the oversight of smooth and effective daily operations across VS posts.
• Provides hands-on support and mentoring to VS team members and volunteers, upholding high standards of customer service, serving as a knowledgeable resource, and proactively responding to real-time needs.
• Contributes to the interviewing, selection and onboarding process for staff and volunteers; supporting effective hiring, onboarding, and comprehensive training.
• Regularly supports frontline operations by providing coverage for breaks, filling in for call-offs, and managing peak attendance periods to maintain seamless service delivery.
• Fosters a welcoming, inclusive and safe environment for visitors and staff. Serves as an information resource to visitors, staff and volunteers. Stays abreast of new and current information on museum events, programs and daily activities and uses this knowledge to provide personalized customer service.

Requirements

Ada Requirements

Seniority level

Employment type

Job function

Industries

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