Museum of Science and Industry, Chicago
Guest Experiences Supervisor
Museum of Science and Industry, Chicago, Chicago, Illinois, United States, 60290
About Us:
The Griffin Museum of Science and Industry is the largest and most interactive science museum in the Western Hemisphere. Griffin Museum of Science and Industry (Griffin MSI) exposes guests of all ages to awe-inspiring exhibitions that spark curiosity and bring science to life. Griffin MSI’s mission – to inspire the inventive genius in everyone – is realized through its world-class exhibitions and engaging guest experiences. The Museum 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 Griffin MSI for family and friends, free admission to other Chicago cultural institutions, free parking in Griffin 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 Griffin Museum of Science and Industry is the right place for you!The Job:
The Guest Experiences Supervisor is responsible for managing the day-to-day operations of the Guest Engagement Facilitator (GEF) team and supports the Guest Experiences (GE) Department leadership in the delivery of world-class, educational, and engaging experiences including tours, live science demonstrations, and in-depth VIP experiences for all guests, including special event guests. This role will work closely with the Guest Operations (GO) Department, Special Events, and other Museum departments, and work to ensure all Guest Engagement team members are guest-ready and deliver excellent and consistent guest services. This role will also supervise Guest Engagement Facilitator 1s and 2s.
This is a full-time position with a Thursday - Monday 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 GEFs 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 GO team as needed to ensure leadership coverage; cross-train in GO functions as needed.Collaborate across the GE and GO Departments to ensure a high standard of excellence in guest services.Assist in the research, development, and implementation of guest engagement programming and guest readiness standards and protocols for GE and GO departments.Represent the GE 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 GE team to build a strong, cohesive team.Ensure facilitation team has operational needs met in exhibit spaces to successfully deliver programs to guests.Deliver ongoing program trainings to GEFs including skill-based and content-based trainings and needed and assess and certify training completions.Establish standards of facilitation in programs and monitor program delivery to ensure program goals and standards are being met.Perform administrative duties pertaining to facilitation team operations such as schedules, rotations, and timecards.Provide floor coverage (deliver programming) as needed during unexpected rushes, breaks, and call-offs.Lead morning meetings, trainings, and team-building functions.Proactively identify problems and address gaps.Address and resolve guests' needs, concerns, and complaints assuring they are settled in a positive, timely, and appropriate manner.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 creatively solve complex problems that may involve volatile situations.Skilled at engaging guests and ensuring all feel included.Seeks to anticipate guests' needs and solve guest issues in a proactive manner.A positive attitude is required, strong love for working with people in a fun, inviting atmosphere.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 fast-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.Our DEAI Mission:The Griffin Museum of Science and Industry is committed to advancing diversity, equity, accessibility and inclusion across our workforce, experiences, and day-to-day operations. As Griffin 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.Griffin 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.
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The Griffin Museum of Science and Industry is the largest and most interactive science museum in the Western Hemisphere. Griffin Museum of Science and Industry (Griffin MSI) exposes guests of all ages to awe-inspiring exhibitions that spark curiosity and bring science to life. Griffin MSI’s mission – to inspire the inventive genius in everyone – is realized through its world-class exhibitions and engaging guest experiences. The Museum 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 Griffin MSI for family and friends, free admission to other Chicago cultural institutions, free parking in Griffin 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 Griffin Museum of Science and Industry is the right place for you!The Job:
The Guest Experiences Supervisor is responsible for managing the day-to-day operations of the Guest Engagement Facilitator (GEF) team and supports the Guest Experiences (GE) Department leadership in the delivery of world-class, educational, and engaging experiences including tours, live science demonstrations, and in-depth VIP experiences for all guests, including special event guests. This role will work closely with the Guest Operations (GO) Department, Special Events, and other Museum departments, and work to ensure all Guest Engagement team members are guest-ready and deliver excellent and consistent guest services. This role will also supervise Guest Engagement Facilitator 1s and 2s.
This is a full-time position with a Thursday - Monday 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 GEFs 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 GO team as needed to ensure leadership coverage; cross-train in GO functions as needed.Collaborate across the GE and GO Departments to ensure a high standard of excellence in guest services.Assist in the research, development, and implementation of guest engagement programming and guest readiness standards and protocols for GE and GO departments.Represent the GE 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 GE team to build a strong, cohesive team.Ensure facilitation team has operational needs met in exhibit spaces to successfully deliver programs to guests.Deliver ongoing program trainings to GEFs including skill-based and content-based trainings and needed and assess and certify training completions.Establish standards of facilitation in programs and monitor program delivery to ensure program goals and standards are being met.Perform administrative duties pertaining to facilitation team operations such as schedules, rotations, and timecards.Provide floor coverage (deliver programming) as needed during unexpected rushes, breaks, and call-offs.Lead morning meetings, trainings, and team-building functions.Proactively identify problems and address gaps.Address and resolve guests' needs, concerns, and complaints assuring they are settled in a positive, timely, and appropriate manner.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 creatively solve complex problems that may involve volatile situations.Skilled at engaging guests and ensuring all feel included.Seeks to anticipate guests' needs and solve guest issues in a proactive manner.A positive attitude is required, strong love for working with people in a fun, inviting atmosphere.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 fast-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.Our DEAI Mission:The Griffin Museum of Science and Industry is committed to advancing diversity, equity, accessibility and inclusion across our workforce, experiences, and day-to-day operations. As Griffin 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.Griffin 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.
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