Visitor Services Supervisor [National September 11 Memorial & Museum, New York City, NY]

Description 

VISITOR SERVICES SUPERVISOR

POSITION OVERVIEW

There are several Visitor Services Supervisors on-site each day. They work as a team to oversee the daily Visitor Services (“VS”) operation and the overall visitor experience. The Supervisory Team rotates daily operational duties, including oversight of the VS Hosts and VS Volunteers, and their activities delivering the 9/11 Memorial & Museum mission, which ultimately ensure visitors to the 9/11 Memorial and Museum have a safe, educational and beneficial experience. VS Supervisors also work on special events and special projects that can influence the daily operation of the VS division, such as personnel decisions, systematic logistics, and functionality or aesthetic improvements.

VS Supervisors are scheduled to work five days/week, including any weekends and holidays that fall within their individual schedules. Individual schedules are subject to change and rotate periodically in order to share weekend/holiday responsibilities. VS Supervisors may be asked to cover other days outside of their originally-designed schedules, as needed. VS Supervisors work a variety of shifts that include opening (8am–5pm), midday (10am–7pm), and close (12:30pm–9:30pm). Due to special events, meetings, and other activities, additional hours/days may be required.

ESSENTIAL FUNCTIONS

• Shared Daily Responsibilities include:
  • Oversee the daily frontline VS operation including the distribution of relevant, accurate, and updated scheduling, assignment, event, exhibition, special visit, ticketing, programming, facility, security, and retail information and administering the daily VS operating plan in conjunction with VS Managers.
  • Check for quality assurance and troubleshoot towards effective solutions to ensure excellent visitor service standards are met alongside adherence to 9/11 Memorial & Museum policies, systems, and procedures across all staff performance and physical logistics.
  • Administer breaks and shift scheduling plans for VS Hosts and VS Volunteers.
  • Analyze and report on VS post coverage and visitor experience design effectiveness.
  • Prepare, administer, and close out all VS cash drawer operations.
  • Handle visitor concerns, comments, and complaints that cannot be settled at the frontline level.
  • Move information and report on incidents as needed, that may also require documentation and/or discipline.
  • Assist and report on all daily VS activities including special visit needs, or other projects with other departments, as needed.
  • Represent the VS Management Team, in their stead.
  • Administer any other projects or functions, at the request of the VS Managers and/or the VP, Operations & Planning. 

Requirements

QUALIFICATIONS/SKILLS REQUIREMENTS

• Bachelor’s degree preferred or equivalent relevant experience.
• Comfort with public speaking; teaching or similar experience preferred.
• Customer service and/or project management experience at supervisory level preferred.
• Previous visitor services (at a similar institution), front-of-house theater management or production management experience required.
• Ability to take responsibility and act with authority and accountability.
• A willingness to work non-traditional hours, think independently, take initiative, and meet deadlines.
• Strong written and oral communication skills including writing and editing employee manuals.
• Well-organized, attentive to detail, ability to resolve conflicts, experience with team-building and motivational activities, and a professional and flexible manner.
• Ability to interact well with a wide range of people and personalities of all levels within and outside the Memorial & Museum.
• Experience with different cultures and foreign language are preferred.
• Must adhere to a policy of strict confidentiality in terms of information regarding 9/11 victims, bid documents, security and life safety incidents, and labor relations.

GENERAL INFORMATION

• This is a full-time position.
• We offer a competitive salary and full benefits package.

HOW TO APPLY

• Include job title in the email subject field.
• Please indicate the location where job posting was seen.
• Please submit a resume and cover letter, which must include your salary requirements, to operationsjobs@911memorial.org by 08/09/2016.
• Please visit our web site at www.911Memorial.org.

  The National September 11 Memorial and Museum at the World Trade Center Foundation, Inc. is committed to workforce diversity. EEO