Supervisor, Visitor Services

POSITION SUMMARY

The Lucas Museum is deeply committed to delivering an exceptional and memorable experience for every visitor.TheVisitorServicesteamplaysa vitalrole in bringing this vision to life by creating a welcoming, engaging, and seamless experiences throughout the museum journey.

Reporting to the Sr. Manager, Visitor Services, the Supervisor, Visitor Services will play a key role in ensuring the smooth day-to-day operations of the museum while contributing to the growth and success of themuseum. This rolewill help lead our frontline visitor services team across a variety of assignments, including ticketing, cash handling, theater ushering, guest engagement, guided tours, wayfindingand general guest services.

The Supervisor will serve as a visible and approachable leader on the museum floor, ensuring operational excellence, fostering a positive team culture, and helping create enrichingand inclusive experience for all visitors.

Responsibilities

• Partner withthe Visitor Services leadership on staff resourcing, scheduling, standard operating procedures, and special projects as needed

• Assist Visitor Services leadership with interviewing, onboarding, and training frontline staff to ensure consistency in service delivery and operational excellence

• Supervise, mentor, and provide coaching to frontline Visitor Services staff

• Serve as an escalation point for Museum guests, ensuring a positive visitor experience and delivering exceptional service to both internal and external stakeholders

• Maintain a thorough understanding of the Lucas Museum’s policies, programs, and offerings, tailoring communication to visitors to aid them in navigating their experience

• Promote, sell, and provide support for ticket sales and membership program

• Share relevant information to colleagues, members, and visitors through clear communication

• Ensure all publicly accessible spaces are impeccably clean and visitors act in accordance with the Museum’s policies, escalating issues to the Visitor Services management team as needed

• Support special Museum initiatives, including public programs, events, VIP experiences, tours, and cross-departmental activations

• Lead department training of Visitor Services Associates team and other organization wide initiatives

• Ensure our Visitor Experience team adheres to local safety protocols and policies and ensure compliance with local state and federal employment laws

• Performs other special projects and tasks as required by the Visitor Services management team

Qualifications

• 2+ years of experience as a Guest Experience Lead or Supervisor, or supervisory experience hiring, training, and coaching frontline staff,preferably for an arts&cultural institution or prominent consumer brand

• 3+ years of experience in a high-volume, guest service-oriented environment

• Knowledge of health and safety standards and maintainingOSHA compliant operations in California

• Excellent communication and negotiation skills

• Excellent team management skills

Core Competencies

• Analytical Rigor: Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision.

• Courageous Communication:Intentionally works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible.

• Collaborative Excellence:Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders.

• Adaptive Resilience:Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.

• Inclusive Interaction:Actively contributes to an environment in which all employees feel a sense of belonging, valued for their differences and empowered to participate and contribute freely.

• Building Trust & Relationship Management

• • Accountable Ownership and clearly shares information and the "why" behind decisions.

• • Asks for and values the opinions of others. Displays empathy when listening.

• • Acknowledges when trust has been broken and focuses on rebuilding.

• • Relates comfortably with people across levels, functions, cultures, and geographies. Identifies interpersonal and group dynamics and reacts effectively.

• Accountable Ownership

• • Takes ownership of outcomes, positive or negative, without blaming others within the team or cross-functionally.

• • Recognizes when they are not approaching a situation with accountability but instead with a blame mindset.

• • Takes accountability for assigned tasks and executes on deliverables in a timely manner.

• Strategic Alignment & Execution

• • Contributes to the organization by understanding and aligning actions with the organization's goals, core functions, needs, and values.

• • Seeks out and incorporates multiple perspectives, experiences, and industry trends to develop a holistic perspective. Operationalizes ideas within the business model.

• • Displays critical thinking when faced with a challenge by asking probing questions and looking for connections.

  PHYSICAL REQUIREMENTS

  The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

  • Ability to stand and walk for extended periods, up to 8 hours per shift.

  • Ability to move throughout multiple Museum locations, including galleries, theaters, outdoor spaces, and other public areas.

  • Ability to maintain an active and visible presence while providing exceptional guest service.

  • Ability to work in a high-volume, public-facing environment with large groups of guests, including school groups, tours, special events, and peak attendance periods, while maintaining professionalism, situational awareness, and composure.

  • Ability to frequently bend, reach, stoop, kneel, crouch, and climb stairs as needed.

  • Ability to occasionally lift, carry, push, and pull items weighing up to 25 pounds, including wheelchairs, stanchions, signage, guest service equipment, and other operational materials.

  • Ability to communicate clearly and effectively with guests and colleagues in person, by telephone, and over two-way radio.

  • Ability to work both indoors and outdoors in varying environmental conditions.

  • Ability to maintain awareness of guest activity and surrounding conditions while monitoring galleries, queues, and public spaces.