Guest Services Supervisor

Guest Services Supervisor

Full-Time, Non-Exempt

BACKGROUND

The Education and Guest Services Division provides meaningful learning opportunities for Mount Vernon's one million annual visitors and students in classrooms around the country. Through a diverse portfolio of interpretive experiences, engaging public programs, and online resources, we expand each learner's understanding of, and appreciation for, our nation's Founding Father and the world in which he lived.

The Guest Service Department, one of the Division's operating units, facilitates guest access to, and use of, the estate. Guest Services manages ticketing operations, reservations, shuttle services, wharf operations, use of the Ford Orientation Center, the Donald W. Reynolds Museum and Education Center, and other guest amenities/services.

The environment is fast paced and requires us to work hand in hand, to be proactive and to never drop the ball, with the intention to create a seamless and smooth experience for our guests. We are always trying to be a step ahead.

DIVISION-WIDE PRINCIPLES:

A. Exceed audience learning expectations and ensure a level of access in which everyone is welcome. Be friendly, respectful, engaging, and flexible. Always remember that this visit may be their first and only.

B. Encourage a meaningful appreciation of George Washington and the world in which he lived. Ensure that his legacy connects to the world our guests live in today.

C. Engage yourself in the mission of the Mount Vernon Ladies' Association - take responsibility for your continued development and commit to collaboration. Care for your colleagues and be proud of what we accomplish together.

POSITON- SPECIFIC RESPONSIBILITIES:

1. Provide administrative and logistical support for the Guest Services department and its staff; inventory and order supplies, keys & radios, uniform and printed materials.

2. Help to plan, organize and accomplish tasks, training, follow up on work orders, etc. using judgement and experience,

3. Support the ever changing needs of our operation by creating signs, flyers and documentation, as well as responding to comments received.

4. Help to analyze and maximize our guest's experience around the Estate, by understanding the different platforms and services we offer, such as audio tours, etc .

5. Coordinate daily Guest Services operations in order to ensure a high quality and consistent guest experience in a safe and friendly environment. Actively observe daily activity and report any quality issues and inconsistencies to departmental leadership. Monitor staff attendance and give morning briefings to ensure proper information sharing.

6. Create and distribute schedules, make adjustments as necessary, and evaluate schedule adherence. Respond to guest issues as needed. Keep managers informed of all abnormalities of daily operations and maintain strong channels of communication.

7. Assist departmental leadership with maintaining a positive work environment, encouraging morale, and providing staff with the tools necessary to succeed. Serve as backup for relevant duties, as leadership requires. Participate in daily staff coaching as needed, and provide any appropriate information about employee performance to managers in a timely manner.

8. Facilitate the daily opening, closing, and security of all relevant facilities. Make certain that essential posts are staffed appropriately. Implement emergency procedures when necessary. Report any incidents and/or concerns related to the safety of our guests, staff, historic structures, and collections to departmental leadership in a timely manner.

9. Handle Lost & Found for the Estate, inquiries as well as logistics.

10. Support Staff & Guest Services Supervisors as the final escalation point for customer & staff issues.

11. Participate in interviewing & hiring of associates and supervisors.

12. Continually evaluate & make suggestions for improvement for all regular logistics to create more sustainable & efficient processes.

13. Perform Guest Services duties when needed. Maintain a thorough understanding of estate logistics, programs, and content. Be a model for others.

14. Assist with other projects as needed.

Compensation: $19-$24

QUALIFICATIONS AND REQUIREMENTS :

1. 1 year minimum relevant experience required.

2. Strong organizational and planning skills are required.

3. Must be able to multitask and prioritize.

4. Must be reflective, creative and proactive, with strong problem solving skills.

5. Basic software & technical skills are a must, the willingness to gain more software knowledge is expected.

6. Excellent customer service skills and an outgoing, friendly, positive demeanor, is necessary.

7. Strong communication skills, oral and written, are required.

8. Must be responsible, flexible, punctual, and able to work well under pressure.

9. Ability to work creatively and effectively as a member of a team.

SPECIAL REQUIREMENTS:

1. Must be able to interact for long periods and move across large portions of the institution on varying surfaces, inside and outside, and in a variety of weather conditions.

2. Must comply with: departmental standard dress codes & operating procedures.

3. Must work frequent weekends, evenings, and holidays.