Guest Services Supervisor

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.

The Supervisor, Guest Services (Supervisor) is responsible for the daily operations of the Guest Services department with primary responsibility of group tours, library operations and mailroom services. They play an important 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.

• 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…