Supervisor, Visitor Engagement

About the role

The Visitor Engagement Supervisor is a multi-department position responsible for supervising daily museum operations, including membership, ticketing, retail, and programs that support learning experiences for all visitors. The role assists Visitor Engagement Managers with staff supervision and morale, fiscal responsibilities, sales growth, maintaining supplies and equipment, and providing ongoing training and professional development. The position requires flexibility to shift focus between managing Visitor Engagement Facilitators, Shipping & Receiving, Reservations Office, and High School Explainers based on team needs and seasonal staffing demands. The Visitor Engagement Supervisor collaborates across departments, demonstrates strong organizational and leadership abilities, and possesses technical aptitude with point-of-sale systems. The role requires exceptional visitor service skills, problem-solving, goal-setting, and the ability to manage diverse responsibilities and deadlines while monitoring safety on the museum floor.

Responsibilities

• Supervise and train staff, including planning professional development, leading meetings, and implementing policies and procedures
• Communicate essential information to staff and the Visitor Engagement Management Team
• Model visitor engagement standards and set work quality and productivity expectations
• Assist with staff performance evaluations, monitor performance, and provide feedback while maintaining confidentiality
• Support hiring processes and manage logistical administration such as daily schedules and timecard approval
• Gather and report data on metrics for program planning, development, and grant reporting
• Initiate visitor engagement and assist all museum guests throughout their journey
• Run daily floor operations during open hours and special events, including managing schedules, adapting to activity, responding to visitor concerns, and addressing radio calls requiring supervisory attention
• Engage visitors with a friendly and helpful attitude, demonstrating a “yes” mindset
• Manage visitor concerns professionally with strong conflict resolution skills
• Maintain the appearance and functionality of visitor queues, ticketing areas, retail stores, visitor amenities, and related spaces with a focus on guest and staff safety
• Communicate relevant visitor feedback to appropriate parties in a timely manner
• Advise on changes to museum experiences and facilitation based on operational needs, learning outcomes, and visitor safety
• Support the development of field trip programs, museum demonstrations, interdepartmental projects, and other programs
• Review budgeted revenue goals with management and assist in meeting or exceeding them
• Drive sales, financial and inventory management, and ensure profitability and productivity goals are met
• Participate in loss prevention controls and procedures
• Analyze business performance and implement action plans to improve revenue through visitor service improvements, merchandising, contests, and data analysis
• Assist with accurate and timely completion of scheduled inventories and database maintenance
• Develop and maintain cash management practices and assist in preparation of deposits
• Accurately complete all opening and closing procedures

Requirements

• High School Diploma or GED certificate
• Two years of experience in museum education, visitor service, retail, or youth mentorship, or equivalent experience in related fields
• Pass a Livescan background check
• Excellent verbal and written communication skills; strong organizational skills and ability to handle multiple dynamic projects
• English proficiency
• Intermediate proficiency with Excel, Word, email, presentation software, shared drives, and Google Meetings
• Leadership ability; diplomatic and decisive; honest and dependable
• Exceptional attention to detail, follow-up, and ability to handle multiple and changing tasks
• Exceptional time-management and delegation skills; punctual and reliable
• Ability to work closely and effectively with museum staff and the general public, particularly children, and to build a team-oriented environment
• Commitment to superior customer service
• Ability and interest in learning exhibits and their scientific principles and communicating these to students, teachers, and general visitors
• Authorization to work in the US (sponsorship not available)

Preferred Qualifications

• Experience in informal learning institutions
• Experience engaging in or leading conversations around identity, power, and privilege
• Bilingual/multilingual skills
• Cash handling and point-of-sale system experience
• Background in working with youth
• Knowledge of de-escalation tactics
• Experience working with the public in front-facing roles

Physical Requirements

This position is based in San Francisco, California, with onsite work required based on department needs. The role requires the ability to work shifts including weekends, evenings, holidays, and occasional extended shifts. The employee must be able to work in noisy and sometimes chaotic environments and remain flexible under varying circumstances. Physical demands include standing and/or walking for extended periods; lifting and carrying up to 50 pounds short distances; and bending, kneeling, and reaching.