Visitor Experience Supervisor

The Visitor Services Supervisor is responsible for day-to-day operations and team performance within Admissions and the Museum Store. Primary duties include coaching staff, ensuring operational compliance, driving customer satisfaction, and resolving on-the-spot escalations. Reporting directly to the Director of Retail & Visitor Services (DRVS), the Visitor Services Supervisor serves as the bridge between frontline staff and upper management. This hands-on leadership role requires excellent problem-solving, schedule management, and interpersonal skills to maintain smooth workflow and high-quality service.

Key Responsibilities:

Team Leadership & Scheduling:

Coordinate shift coverage, delegate tasks to floor staff, and manage breaks to ensure appropriate coverage during peak and off-peak hours.

Staff Development:

Coordinate with the DRVS to train and onboard new hires, monitor associate performance, and provide constructive feedback to boost morale and productivity.

Customer Experience:

Act as the first point of contact for complex customer complaints, turning difficult situations into positive resolutions.

Operational Standards:

Uphold safety protocols, cleanliness requirements, and visual or procedural guidelines.

Inventory & Reporting:

Oversee daily stock levels, track Key Performance Indicators (KPIs), and report any disciplinary, inventory, or workflow issues to senior management.

Other Duties:

Perform daily administrative operations such as answering phones, email enquiries, and preparing financial reports. Assist DRVS with group and special tour scheduling and coordination. Oversee daily opening and closing procedures. Support administrative staff and DRVS as needed. Assist with the coordination of special events and programs as they intersect with frontline operations. Other duties as assigned.

Requirements:

Experience:

1-3 years of experience in a frontline, lead, or junior supervisory role within retail, ticketing, customer service, or related industry.

Cash Handling:

1-3 years of cash handling experience required.

Communication:

Strong verbal communication skills to instruct teams, liaise with management, and converse with guests.

Problem-Solving:

Ability to remain calm under pressure and make swift, effective decisions.

Time Management:

Highly organized with the ability to multitask and adjust team priorities dynamically.

Flexibility :

Ability to work flexible hours, including evenings and weekends.

Education :

High school or equivalent (Required)

Job Type:

Full-time Pay:

Starting at $23 to $24 per hour, depending on experience

Hours:

32 hrs/week (average), occasional opportunity for additional hours Thursday

• Sunday, 8 hour shifts, 9a-5p Weekends and occasional evenings required

Benefits:

Paid vacation

• 2 weeks Maine Earned Pay Leave (MEPL)
• 48 hours/year Annual paid holidays (8) Monthly healthcare reimbursement (ICHRA) Retirement savings
• Voluntary employee contributions to Maine Retirement Investment Trust (MERIT) Museum membership and generous store discount Free parking

Work Location:

In-person How to

Apply:

Please submit a cover letter and resume to mkroenke@mainemineralmuseum.org with the position title and your name in the subject line.

Pay:

$23.00

• $24.

00 per hour

Benefits:

Employee discount Paid time off Retirement plan

Work Location:

In person