Visitor Experience Supervisor

**Job Description** **Job Title:** Visitor Experience Supervisor **Department:** Visitor Experience **Reports To:** Director of Visitor Experience **Supervisory Responsibility:** Gallery Associates **Base Pay rate:** $17.25/hour **FLSA Status:** Non-exempt (part-time) **Work schedule:**Variable, less than 30 hours/week, requiring evenings, weekends, and occasional holidays. **Prepared/Revised Date:** 06/18/26 **\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_** **Job Summary:** The Visitor Experience (VE) Supervisor provides leadership and support to Gallery Associates to ensure a positive visitor experience and compliance with policies and procedures. The VE Supervisor also provides day-to-day operations support to both visitors and back-of-house operations. The VE Supervisor ensures the highest level of customer service for CMA. This position will be scheduled primarily on evening and weekend event shifts. **Duties and Responsibilities**: - Manage the Welcome Desk to provide a great experience for all guests: - Oversee daily Welcome Desk operations (provide associate breaks, open/close registers, make deposits, monitor parking, and assist with parking lot and gate issues) - Manage visitor transactions using computer-based point of sales (POS) and client management system (CRM) including daily admission, memberships, and program registration. Practicing proper cash handling procedures. - Control crowds and entrance flow. Greet all staff, visitors, and vendors at public entrances and ensure they are properly directed according to their need. - Answer multi-extension telephone system, respond effectively and efficiently to all questions and requests for information. Maintain knowledge of museum departments and staff members, to expedite connection of callers to the appropriate staff. - Utilize a variety of strategies to inquire about visitor needs, interests, and questions. Hold friendly and professional conversations. - Receive and properly direct and/or record all visitor feedback. - Maintain the wellbeing of people and art throughout the museum: - Ensure that visitors comply with museum policies, by proactively communicating those policies in a direct, friendly, and respectful manner. - Provide gallery support when additional monitoring is required. - Inspect and document art irregularities and report in a swift and professional manner. - Must be able to handle stress in an emergency and react calmly and appropriately according to museum policies and procedures. - Manage and potentially de-escalate interactions with upset visitors. - Be respectful of boundaries and personal space, monitoring body language and facial expressions of self and others, communicate respectfully and professionally. - Manage day-to-day VE operations and provide Gallery Associate support - Maintain visual standards of public spaces (sign placement, clean / organized Welcome Desk, placement and appearance of furniture), calling facilities to clean trash, spills, or other hazards, or contacting maintenance for facility damage. - Support the Gallery Associates by running morning meetings, updating rotations, communicating daily needs, keeping apprised of gallery updates, providing coaching conversations, upholding policies, and relieving associates for breaks. - Provide support during Gallery Associate training. - Maintain standards in matters of appearance, attitude, and performance in yourself and the associates. Document and report Gallery Associate performance issues. - Additional responsibilities as assigned. **Qualifications:** - Must have supervisory experience. - Must have customer service experience. - Ability to assert oneself to enforce policies (speak up to guests, point out policy violations, request compliance); can manage guests and crowds in a professional manner. - Proven ability to carry out processes and procedures while providing quality cust…