Job Description

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.