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Guest Services Floor Supervisor

OMSI - Oregon Museum of Science & Industry Portland, OR

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

The Guest Services Floor Supervisor assists the Guest Services management team in the daily operations of the Guest Services front-line customer service staff, ensuring department expectations and job duties are adhered to. The supervisor supports Guest Services Representatives in their daily sales and customer service activities, including acting as a knowledge base for Siriusware Sales and handling escalated customer service issues. In addition, the Guest Services Floor Supervisor acts as a customer service representative, operating a sales point, providing excellent customer service, and capitalizing on sales opportunities.


Participate in programs/initiatives to enhance corporate culture, such as:

  • Working effectively with and supporting volunteers throughout the organization.
  • Supporting OMSI's Total Guest Experience (TGE)/Customer Service mission & objectives in daily job performance, including diversity initiatives.
  • Establishing a world class guest service environment that is creative, harmonious, positive, respectful, efficient, knowledgeable and professional toward both internal and external customers.

Essential Duties & Responsibilities:

  • Assist the Guest Services management team in leading and supervising the Guest Services Representatives in daily front-line activities, ensuring capitalization on sales opportunities, delivering outstanding service, and efficiently administering the ticket and membership sales process.
  • Maintain an in-depth understanding of Siriusware Sales and provide sales support to Guest Services Representatives.
  • In the absence of the Guest Services Manager or Assistant Manager, provide supervision to the team, escalating issues to the Guest Services management team as appropriate.
  • Assist in performance management by providing feedback and documentation on team performance.
  • Model and encourage interdepartmental communication and collaboration to ensure excellent guest experience.
  • Identify and delegate appropriate responsibilities to staff to facilitate smooth flow of operations.
  • Perform opening and closing tasks, including retrieval of cash at beginning of day, and end of day cash drawer deposits.
  • Responsible for emergency procedures in the absence of Guest Services management team.
  • Lead by example by providing every visitor with a superior customer experience, approaching all encounters in a gracious, attentive, welcoming, courteous and professional manner.
  • Proactively maintain an expert-level knowledge base of all OMSI programs and activities, and promote and sell those products to OMSI visitors, ensuring to look for ways to maximize revenue with each visitor interaction.
  • Operate a front desk sales point, perform accurate cash-handling and record-keeping.
  • Greet visitors to the Empirical Theater and Planetarium: Monitor traffic flow, take tickets, present queuing demonstrations, facilitate seating, introduce shows and provide safety and customer service information.
  • Facilitate submarine tour queuing and ticket-taking.
  • Provide concierge services such as lost & found, coat check and parking registration, and phone/email customer support.
  • Prepare and serve drinks and food in the Empirical Cafe.
  • Maintain Empirical Cafe drink and food inventory.
  • Review the museum calendar of events, attraction schedules, daily updates, BEOs and all other relevant museum communications in order to keep team members up to speed with daily museum activities.
  • Coordinate with and support volunteers throughout the museum, providing training to new Guest Services volunteers, representing the Guest Services department at volunteer interview fairs, and acting as supervisor for volunteers on shift.
  • Maintain a positive attitude and be an active problem-solver in the face of challenges that arise.
  • Maintain a high degree of professionalism and appearance as a representative of OMSI to the public.
  • This position is non-exempt, paid hourly
  • This position is regular part-time, scheduled for 30-39 hours/week.

Working Conditions:

  • Work weekdays, evenings, weekends and holidays as required.
  • Physical Demands: 25% Sitting 70% Standing 5% Lifting/Carrying/Pushing/Pulling 10-30 Pounds
  • Vision requirements include close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and distinguish colors), 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), and ability to adjust focus (ability to adjust the eyes to bring an object into sharp focus).
  • Noise level is loud (examples: metal can manufacturing department, large earth-moving equipment).

Secondary Functions:

  • Plays active role in achieving museum-wide Guest Services objectives, including interdepartmental cross training and support of Inbound and Outbound Sales efforts as needed.
  • Work in close association with on-stage and back stage departments.
  • Provide information and literature on museum and area facilities and services, events and attractions, tours, travel routes and transportation schedules. Assist with arrangements as practical.
  • Act as a resource for customer service inquiries and complaints, solving issues where possible or connecting guests to the proper individual or department when necessary.
  • Learn and practice emergency procedures, portable radio etiquette, and paging system operation.
  • Maintain physical appearance of museum by keeping areas clean and organized.
  • Assist with member and donor events.
  • Assume other tasks and responsibilities as assigned.

Knowledge/Skills/Abilities:

Requirements:

  • Excellent customer service skills.
  • Understanding of point of sale systems.
  • Ability to follow basic instructions.
  • Strong communication skills, both written and oral.
  • Good organizational skills.
  • Understanding of confidentiality and protocol.
  • Accurate cash handling ability.
  • Team player with a good attitude and strong cooperation skills.

Preferences:

  • Comprehensive knowledge of OMSI's programs, prices, financial aid, exhibits and activities.
  • Strong knowledge of local community, area and region.
  • Demonstration of strong understanding of Siriusware Sales program.

Education & Work Experience:

Requirements:

  • Minimum 2 years of experience in a high-volume customer service role.
  • High School diploma or equivalent combination of experience and education.

Preferences:

  • 1+ year(s) experience as a Guest Services Representative in the OMSI Guest Services department.
  • Bachelor's Degree or equivalent combination of experience and education.
  • Bilingual - Spanish/English, Russian/English, or Vietnamese/English.
  • Experience working with volunteers.

Additional Requirements/Preferences; Including Licenses and Certifications:

Additional Requirements/Preferences; Including Licenses and Certifications:

Requirements:

  • Oregon Food Handler's card.
  • Pre-employment checks, such as criminal background check and reference checks.

Preferences:

  • Oregon Liquor Control Commission (OLCC) license

OMSI - Oregon Museum of Science & Industry

Address

Portland, OR
USA

Industry

Tourism

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