Shift supervisor, Customer Service​/HelpDesk

About The Museum of Illusions The Museum of Illusions is the world's largest and fastest-growing museum chain, with over 70 locations. We have welcomed over 20 million visitors worldwide since 2015. The Museum of Illusions is a visual, sensory, and educational experience designed to engage your sense of wonder and shift your perspective through the science behind optical illusions. We value play, exploration, and creativity, and we are rapidly growing.

Join us in our mission to inspire wonder and joy through illusions!

Candidate Profile and FocusA Shift Supervisor oversees museum staff during their shift and is responsible for maximizing customer satisfaction during visits, ensuring the museums’ exhibits are operating as expected, and handling guest requests or complaints as needed. This position reports to the General Manager. It is a full-time position.

Primary

Job Duties & Responsibilities Willingness to perform the most effective role.

Provide support and direction to 7-10 floor staff during their shift by assigning placement positions to meet operational needs and ensure proper coverage to maintain a positive guest experience; schedule and monitor staff breaks and provide guidance and feedback to employees when needed.

Monitor staff and guest satisfaction by being present on the museum floor during operations.

Mediate and/or resolve conflicts between employees when needed.

Providing “first contact” customer service to visitors – answer visitors’ questions, solve refunds and discount inquiries.

Serve as an initial escalation point for guest concerns.

Maintain museum cleanliness during operating hours.

Perform museum tours for prospective group event clients as requested.

Keep record of and escalate employee interpersonal issues, infractions or performance issues to management as appropriate.

Ensure museum rules, processes and procedures are followed by both employees and guests.

Perform museum opening and closing responsibilities and follow daily checklists.

Assist with minor museum maintenance such as paint touch ups.

Other duties as assigned.

The Shift Supervisors will lead the duties associated with one of the following roles on a rotational basis:

Operations Admin Supervisor:
Research and obtain vendor quotes as needed as directed by the General Manager. Assist management with administrative tasks as directed. Manage all incoming calls, voicemails and email ensuring prompt and thorough responses. Keep bulletin boards updated, supplies stocked, radios charged. Report on museum cleanliness and exhibit functionality assisting with the scheduling of routine maintenance with technicians to ensure preventative and corrective maintenance is performed in a timely manner.

With guidance from the General Manager, create tickets for larger maintenance issues in the museum within the Fresh Desk portal. Assist management in the training and onboarding of new hires.

Retail Supervisor:
Ensure ordering and receiving of retail merchandise is handled to brand standards. Perform inventory monthly in accordance with established SOPs. Maintain inventory in the retail shop and ensure the shop is well stocked and displays are to brand standards. Resolve guest concerns in relation to the shop. Utilize sales data to identify opportunities for growth, underperforming products, and areas for improvement in retail operations.

Guest Services Supervisor:
Mediate and resolve conflicts between staff or guests in a professional and timely manner. Act as the first point of contact for visitor inquiries, refund requests and discount verifications. Supervise front desk operations and assist with escalation issues such as cancellations. Overside and guide team members to deliver exceptional guest service, communicate with…