Supervisor, Guest Services

Job Description

Job Description

Iconic New York institution The Paley Center for Media, media, sports, gaming, tech, and entertainment come together, is hiring for a Supervisor, Guest Services  responsible for the daily operations of the Guest Services department with primary responsibility of group tours, library operations and mailroom services. The Supervisor, Guest Services plays a critical role in representing the Paley brand by consistently improving and enhancing the visitors’ experience.  The Supervisor will partner with internal departments to support this initiative.  Guest Services is a seven (7) day operation and will manage front of house operations, as needed.  

Responsibilities

• Supervise the daily operations of the Guest Services department, including the scheduling, deployment, and providing onsite leadership of Guest Services staff to ensure exceptional guest service and operational excellence
• Supervise 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 continuously improving response quality and guest satisfaction
• Oversee 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, while 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 regularly 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 one's own networks, to amplify the organization's reach and foster community engagement
• Perform other duties as assigned

Core Competencies

Our successful employees meet the following criteria:

• 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 excel lent 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 multi-tasks effectively and stays organized under pressure.Highest level proficiency in Word, Excel and other box office programs such as Ticketweb

• Strong work ethic with desire and preference to work in-person as part of a cohesive, collaborative, high-energy, in-the-office work environment
• Ability to work a flexible schedule, including evenings, weekends, 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 a plus

Compensation Range: $25 - $27 per hour

Equal Employment Opportunity Statement

The Paley Center for Media maintains a strong policy of equal opportunity in employment.  It is our objective to recruit, hire, and retain the most qualified individuals without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other characteristic or status protected by applicable federal, state, or local law.  Our equal employment philosophy applies to all aspects of employment, including recruitment, compensation, benefits, training, promotions, transfers, job benefits, and terminations.

About The Paley Center for Media

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 for Media owns the iconic, New York Paley Museum where media, sports, gaming, tech, and entertainment come together, and during the year, produces unmatched programs for the public and industry. On the public side, programs celebrate the very best of television, digital content, and interactive entertainment. On the industry side, the Paley Center convenes the most influential business leaders to explore and debate the most critical issues and opportunities within the industry while also fostering a sense of community amongst peers. Through its respected Paley Impact series, programs educate and explore how media impacts culture and shapes public discourse on important societal issues.

At the heart of the Paley Center sits the Paley Archive, which represents the largest public collection of its kind and is often cited as a national treasure, with over 160,000 programs spanning more than 100 years. This collection also serves as an incredible resource for K-12 educators and students nationwide that are served through its respected education classes.

Previously known as The Museum of Television & Radio, the Paley Center was founded in 1975 by William S. Paley, a pioneering innovator in the industry. For more information,
please visit paleycenter.org.