About Kidspace Children's Museum

For 45 years, Kidspace Children’s Museum has been a welcoming place for exploration and discovery, serving millions of children and their families. Join a team that creates hands-on play and learning experiences that are relevant, joyful, inspiring, and that involve guests in their own process of discovery. Kidspace is an equal opportunity employer and 501(c)(3) nonprofit organization committed to building a culture of play on a foundation of anti-racist policies and practices.

About the role

Under general supervision, this Full-Time position assists the Operations team with the supervision, daily management and development of part time Guest Service Associates (GSA) team. This includes, but is not limited to, training, scheduling, supervision, coaching, booking and cross team collaboration. This is a full-time, non-exempt position. Typical days for this position are Sunday-Thursday, with primary Supervisor roles on Sundays and Mondays.  

What you'll do

Essential Duties and Responsibilities: 

Staff Training and Supervision: Develops and leads staff training and onboarding for all newly hired Guest Service staff. Works with the Guest Service Supervisor to support the GSA team in response to radio calls, assisting with guest service/experience matters throughout the museum, and supporting all GSA team members. Ensure that all GS associates are meeting Baseline Expectations, assisting in the implementation of coaching plans. 

Ticketure & Booking: Extensive proficiency in the Ticketure system, and confidence in back-end ticketing processes. Responsible for all online bookings which include, but not limited to, birthdays, groups, field trips, and more. Meticulously updates and oversees booking and event calendars with keen attention to detail. 

GS Staff scheduling: Works closely with the Guest Service Supervisor to strategically schedule and staff the GS team. Create daily schedules and templates that will optimize operations for the GS team. 

 First Aid and Admission inventory management: Monitor and communicate inventory needs for both first aid and admissions, ensuring first aid kits are prepared for the week and that each area of the museum is fully equipped. Maintain seasonal admission wristbands and guest identifiers throughout the year for seamless operation.

Lost and Found: Oversee and streamline the museum’s lost and found system, establishing a solid process for categorizing and storing items slated for pickup or donation. Maintain lost and found log, incorporating important information such as photos and accurate descriptions for efficient and accurate tracking.   

Backup: Responsible for serving as the key backup for the Guest Service Supervisor, specifically on Sunday’s and Monday’s, and when essential for holiday and vacation coverage. This role involves addressing callouts and offering additional support as needed on the floor to cover those call outs. 

Support Larger Museum. Facilitates communication of Guest Service information to all departments. Actively engage and contribute in cross-team planning and collaboration, bringing a creative mindset to problem-solving initiatives. Maintaining a solution mindset and modeling a culture of adaptability and cohesion.

·      Additional duties as assigned.

Qualifications

Minimum Job Requirements: 

·       Minimum two (2) years of supervisory experience or team leader. 

·       Experience supervising others and training experience in Museum or Customer Service setting 

·       Previous experience using email, Internet, Windows, Microsoft Office and computer systems  

·       Outstanding Proficiency in oral and written, English language communication 

·       Competency using digital devices and applications, ability to gain proficiency in email, ticketing, and Point of Sale programs.   

·       Proficiency in oral and written English language communication. Additional languages are a plus.  

·       Ability to work while standing and walking (with reasonable accommodation) in an outdoor atmosphere that includes inclement or sunny weather. Kidspace is largely an outdoor facility, exposure to outdoor elements is required. 

·       Requires bending, squatting, crouching, stooping, twisting, pushing, pulling, carrying, lifting, and reaching. 

·       Requires lifting and/or carrying up to 20 lbs. and pushing and/or pulling of up to 40 lbs. 

·       Bachelor’s Degree in related area or equivalent work experience 

Additional Desired Skills: 

·      Design - Demonstrates attention to detail and highly organized for maximum efficiency 

·      Oral Communication - Exceptional communication, phone and interpersonal skills to effectively communicate with a wide variety of clientele and internal personnel  

·      Written Communication – writes clearly and informatively 

·      Model positive guest interactions using excellent verbal and nonverbal communication (i.e. body language) 

·      Interpersonal Skills - Focuses on solving conflict, not blaming; keeps emotions under control 

·      Teamwork - Balances team and individual responsibilities 

·      Judgement - Exhibits sound and accurate judgement 

·      Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; uses reason even when dealing with emotional topics.   

·      Professionalism – Represents the organization in a positive and professional manner; approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; follows through on commitments 

·      Adaptability - Adapts to changes in the work environment; able to deal with frequent changes, delays, or unexpected events 

·      Planning/Organizing - Prioritizes and plans work activities uses time efficiently; plans for additional resources; sets goals and objectives; develops realistic action plans.  Strong multi-tasking and coordination abilities to meet tight deadlines 

·      Quality - Demonstrates accuracy and thoroughness 

·      Quantity - Meets work standards; completes work in timely manner 

·      Action - Exceptional follow-through/follow-up abilities  

·      Attendance/Punctuality - is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time. 

Job Title: Assistant Supervisor, Guest Service   

Department: Operations 

Job Type: Full-time 

Classification: Non-Exempt 

Wage: $22 per hour