Guest Services Supervisor

About the Organization

The Paley Center for Media is the world’s leading 501(c)(3) nonprofit cultural institution whose mission is to preserve our media history and to explore media’s powerful shaping influence on our culture. The Paley Center owns the iconic New York Paley Museum where media, sports, gaming, tech, and entertainment converge. Throughout the year, it produces unmatched programs for the public and industry, celebrating television, digital content, and interactive entertainment while convening influential business leaders to debate critical industry issues. The Paley Impact series educates on media’s role in shaping public discourse. Central to the Paley Center is the Paley Archive, the largest public collection of its kind with over 160,000 programs spanning more than 100 years, serving as a vital resource for K-12 educators and students nationwide. Founded in 1975 by William S. Paley, the Paley Center was previously known as The Museum of Television & Radio.

About the Role

The Supervisor, Guest Services is responsible for the daily operations of the Guest Services department, with primary focus on group tours, library operations, and mailroom services. This role plays a key part in representing the Paley brand by enhancing the visitor experience and partnering with internal departments to support this initiative. Guest Services operates seven days a week, and the Supervisor will manage front-of-house operations as needed.

Responsibilities

• Supervise the daily operations of the Guest Services department, including scheduling, deployment, and onsite leadership of staff to ensure exceptional guest service and operational excellence.
• Oversee the Customer Care inbox and Main Phone Line, ensuring timely, accurate, and professional responses to guest inquiries, reservations, memberships, ticketing questions, and operational requests while improving response quality and guest satisfaction.
• Manage ticketing operations, including event builds, event maintenance, ticket inventory, admissions, registration systems, and ticket-related guest inquiries.
• Coordinate staff scheduling and operational coverage for museum hours, rentals, educational programs, Scholar visits, VIP experiences, and special events, while overseeing crowd and line management.
• Assist the Manager, Guest Services, with payroll administration.
• Oversee event registration, attendance tracking, reporting, and operational recordkeeping for museum visitors, rentals, educational programs, and special events.
• Supervise Front Desk cash operations, including maintaining base cash, coordinating bank replenishments, reconciling cash activity, and overseeing donation box accountability in accordance with financial procedures.
• Train, coach, and develop Guest Services staff by providing real-time feedback and regular performance observations, reinforcing Paley policies, procedures, and service standards.
• Support VIP guest experiences by coordinating executive arrivals, Green Room operations, talent hospitality, rental client support, and other high-profile guest experiences.
• Supervise Library Operations, including documenting Scholar and researcher information, training staff on Library Reference procedures, and testing digital equipment to ensure operational readiness.
• Grow museum attendance through proactive outreach to schools, universities, community organizations, tourism partners, corporate groups, and cultural institutions, building relationships that deepen audience engagement over time.
• Prepare attendance reports measuring outreach effectiveness and visitor engagement; coordinate and lead onsite group visits, oversee group logistics, and collaborate with internal departments.
• Answer patron inquiries, resolve guest concerns, and enforce safety, security, sanitation, and operational standards while ensuring compliance with applicable federal, state, and local regulations.
• Partner with People & Culture and Finance to support recruitment, onboarding, payroll processing, and administrative functions for staff.
• Develop, coordinate, and facilitate Guest Services training programs, operational resources, and department-wide initiatives.
• Engage as a Paley Ambassador for social media initiatives by actively sharing Paley's social media posts within personal networks to amplify the organization's reach and foster community engagement.
• Perform other duties as assigned.

Core Competencies

• High-energy, extremely organized, and highly efficient with proven ability to meet deadlines and budgets.
• Exceptional business writing skills and outstanding verbal communication.
• Strong leadership and management skills with the ability to manage and develop direct reports.
• Ability to take ownership and manage all assigned tasks.
• Positive and professional demeanor with excellent interpersonal, administrative, and managerial skills.
• Ability to handle and prioritize multiple tasks while maintaining attention to detail.
• Resourcefulness, creativity, and strong problem-solving skills.

Requirements

• 5+ years of experience managing a team in a service environment, such as a theater, performing arts center, or other public space.
• Strong customer service orientation, with experience resolving guest issues in a fast-paced, public-facing environment.
• Proven ability to supervise, motivate, and train front-line staff to consistently deliver high-quality service.
• Excellent verbal and written communication skills with the ability to effectively respond to and interact with large crowds, staff, and clients.
• Quick learner and detail-oriented problem solver who multitasks effectively and stays organized under pressure.
• Highest level proficiency in Word, Excel, and other box office programs such as Ticketweb.
• Strong work ethic with a preference for working in-person as part of a cohesive, collaborative, high-energy, in-the-office work environment.
• Ability to work a flexible schedule, including evenings, weekends, and holidays, as needed to support the Paley Center's dynamic calendar of events and programs.
• Bachelor's degree from an accredited college or university.
• Bilingual fluency in Spanish is a plus.

Pay

$25 - $27 per hour