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Visitor Services Supervisor

As an educational and cultural nonprofit institution, the Intrepid Sea, Air & Space Museum promotes the awareness and understanding of history, science and service through its collections, exhibitions and programming in order to honor our heroes, educate the public and inspire our youth. Located in New York City on the Hudson River, the Intrepid Museum was founded in 1982 with the acquisition of the legendary aircraft carrier Intrepid, a National Historic Landmark. Welcoming one million visitors annually, the Museum also features the space shuttle Enterprise, the world’s fastest jets and a guided missile submarine.

As a vital part of the Visitor Services team the Visitor Services Supervisor oversees daily front line operations of the museum complex and the Visitor Services Ambassador floor staff – leading the staff in providing a high level of customer service and satisfaction, ensuring that areas are safe, clean and well maintained, responding to  questions or complaints and informing guests regarding museum events, options, and services.

Supervisory Duties

  • Maintains a welcoming environment at all times by fostering a team of ambassadors who are extremely professional, approachable, and engaged with the Museum’s mission.
  • Directs supervision of all Visitor Services Ambassador floor staff to ensure team is performing to standards and expectations.
  • Provides training, in-the-moment feedback, coaching, and positive reinforcement to the staff.
  • Brings any disciplinary issues concerning the staff to the attention of management and ensures they are properly addressed and documented.
  • Works as part of a management team to support all aspects of serving and engaging with guests in the Museum’s various public spaces.
  • Assists with customer service issues, diffuses situations, and engages in discussions with guests who make inquiries, comments, and suggestions.
  • Ensures staff consistently provides excellent customer service, to guarantee that all guests have a positive museum experience.
  • Clearly and effectively communicates all pertinent information to staff.
  • Makes recommendations regarding operational improvements and suggest ways and methods to streamline procedures to attain greater efficiencies.
  • Work with management to develop and document policies and procedures.
  • Acquires and refreshes knowledge of all department equipment and systems, including minor troubleshooting.
  • Provides general support through a variety of tasks, including monitoring staff attendance, ordering necessary supplies for the operation, and ensuring all stanchions, crowd control barriers and signage are properly placed.
  • Creates and oversees daily floor schedule, coordinating breaks and other outages, and filling in as needed.
  • Maintains presentation of Welcome Center and public spaces. Perform and delegate cleaning duties and upkeep of the museums’ public spaces.
  • Works closely with security and other team members to assess safety and security concerns as they arise throughout the complex and public spaces, responding or escalating issues in a timely manner.
  • Perform other duties as assigned.

The ideal candidate will have four (4) or more years of related customer service and attraction experience. Three (3) or more years of experience in a supervisory role, preferably in a museum or attraction setting. Operational management experience preferred. Ability to manage in a high stress, high volume atmosphere, demonstrating leadership and an ability to handle changing field conditions. Ability to deal with problems involving several concrete variables in standardized situations. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Demonstrated excellent written and verbal communications skills, including the ability to successfully communicate with the public and employees. Ability to work weekends, holidays, and other evenings as necessary. The ability to work weekends, nights and holidays is required. Experience with the WhenToWork scheduling system is preferred. Fluency in one or more foreign languages is a plus. Computer proficiency with the ability to operate Microsoft Word, Excel. Ability to create spreadsheets and logs. Must be comfortable in public speaking to both staff and museum s with ability to direct individuals or groups. Ability to lead, manage, train, and appraise staff effectively. Demonstrated track record of leadership and high ethical character.

We offer a competitive salary, and the opportunity to be a part of a very rewarding time in the Museum’s history!  

For consideration e-mail resume with salary requirements to:

Be sure to include the Visitor Service Supervisor title in the email subject.

No phone calls please. 

The Intrepid Sea, Air & Space Museum is an equal opportunity employer.

The Intrepid Sea, Air & Space Museum is an equal opportunity employer.