Supervisor, Guest Experience Operations

The Momentary is a venue for the music, art, and food of our time and a catalyst for creativity and economic vitality. An extension of Crystal Bridges, the Momentary is a ‘living room’ where the community gathers to be inspired, connected, and joyful.

About Crystal Bridges & The Momentary

Crystal Bridges is a museum of American art located in Bentonville, Arkansas. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded by Alice Walton in 2005, the museum opened in 2011 and is a public, non-profit charitable organization with free admission.

The Momentary is a contemporary art space that opened to the public on February 22, 2020, in downtown Bentonville, Arkansas. A satellite to Crystal Bridges, the Momentary presents visual, performing, and culinary arts. The mission of the Momentary is to champion contemporary art’s role in everyday life and explore the unfolding story of contemporary American arts in an international context by actively commissioning and exhibiting outstanding works that explore new ideas and inspire action.

About the role

The Guest Experience Supervisor is a critical role in the overall success of the guest experience at Crystal Bridges and The Momentary. The Supervisor will assist the Management Team in providing strong, positive, enthusiastic, and diverse leadership as well as oversight to the Guest Experience Associates in the completion of daily activities. The Supervisor assists the Managers with overseeing the daily operations of the Guest Experience team to provide a safe and secure environment for artworks on display, guests, staff, volunteers, and members while ensuring a positive guest experience. They act as a liaison to other museum departments, assist in the development of policy and procedures, and in the absence of the Guest Experience Management Team, take responsibility for addressing unique situations in a timely manner while concurrently performing Guest Experience Associate tasks.

Responsibilities

• Ensure that all Guest Experience Associates follow established policies and procedures necessary to provide an excellent guest experience.
• Assist the Management Team in planning daily operations, editing materials, and coordinating efforts and events in which the Guest Experience Department is involved.
• Create, maintain, and implement daily rotation schedules.
• Act as an initial contact for communications and training with other departments.
• Assist in developing policies and procedures and respond immediately to resolve guest, volunteer, and staff inquiries and complaints while supporting museum policies to ensure positive guest engagement.
• Make decisions that require immediate action and/or attention.
• Perform all duties of Guest Experience Associates and Call Center Associates.
• Report security, personnel, and safety issues to the managers of Guest Experience.
• Assist the management team in training and developing associates and assigned mentees.
• Create and conduct annual reviews for assigned mentees and provide employee counseling, coaching, and development.
• Assist in hiring Guest Experience Associates by participating in interviews with a focus on building a diverse and professional staff.
• Collaborate with and supervise the work of the Guest Experience team to ensure all daily operations run smoothly and in accordance with museum policies and procedures.
• Provide basic first aid when necessary and become CPR trained.
• Conduct pre- and post-shift meetings with associates.
• Manage the Tessitura ticketing system, including hardware needs, software updates, inputting data from a variety of sources, and all training on related technologies.
• Develop and maintain proficiency in Guest Experience-related software including Shiftboard, EMS, Google Docs, Shopify, and Microsoft Office Suite.
• Coordinate with AWE accounting and management to ensure cash handling procedures are followed and all deposits and tills are accurate.
• Develop and enforce Guest Experience-related processes and procedures to ensure the best possible guest experience.
• Act as a primary contact for communications and training with other departments in matters related to Guest Experience front-line responsibilities.
• Generate reports as needed using data from a variety of sources, including Tessitura.
• Assist in planning and running events, editing materials, and coordinating efforts in which the Guest Experience department is involved.
• Organize and provide training on department-related technology, including Tessitura, scanners, Quest tablets, and radios.
• Monitor stock of all relevant brochures, supplies, and materials and resupply/order accordingly.
• Proactively seek and obtain information regarding museum policies, promotions, activities, and events to provide the highest level of guest engagement.
• Report to work punctually, dressed in a clean, pressed, approved uniform, and fully prepared for each scheduled shift.

Requirements

• High School Diploma or GED required; Associate degree from an accredited institute of higher learning preferred.
• Driver’s license required.
• Minimum two years of supervisory experience in customer service or related industry preferred.
• Prior experience working with computerized cash register systems and ability to accurately balance a cash drawer preferred.
• Enthusiasm about being a member of a team developing a major art museum with a strong visitor-centered community dynamic.
• Excellent attendance and punctuality.
• Ability to use good judgment and lead a team while continuing to perform Guest Services Associate tasks.
• Ability to be patient and flexible while staying energized and focused on providing excellent customer service.
• Ability to multi-task and be a team player.
• Ability to recognize customer service concerns and address them professionally.
• Good command of general computer applications and basic math skills.

Skills

• Strong leadership and team management.
• Proficiency in Guest Experience-related software (Tessitura, Shiftboard, EMS, Google Docs, Shopify, Microsoft Office Suite).
• Excellent communication and interpersonal skills.
• Problem-solving and decision-making abilities.
• CPR and basic first aid training (to be obtained if not already certified).

Schedule

Evening and weekend work hours required.

Work Environment

The majority of work will be performed in the museum lobby environment. The noise level in the work environment is usually low to moderate. Position requires ability to communicate with others, utilize a computer for prolonged periods, and good eye/hand coordination. Vision abilities required by the job include close vision.