Supervisor, Guest Experience Operations

Job Description

The mission of Crystal Bridges Museum of American Art is to welcome all to celebrate the American spirit in a setting that unites the power of art with the beauty of nature. Founded by philanthropist and arts patron Alice Walton, Crystal Bridges is a public non‑profit charitable organization.

Supervisor, Guest Experience Operations

Full‑time

Non‑exempt

Operations

Guest Experience Operations

Assistant Manager, Guest Experience Operations and Manager, Guest Experience Operations

November 19, 2024

Crystal Bridges is a museum of American art located in Bentonville, Arkansas. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded by Alice Walton in 2005, the museum opened in 2011 and is a public, non‑profit charitable organization with free admission.

The Momentary is a new contemporary art space that opened to the public on February 22, 2020, in downtown Bentonville, Arkansas. A satellite to Crystal Bridges, the Momentary presents visual, performing, and culinary arts. The mission of the Momentary is to champion contemporary art’s role in everyday life and explore the unfolding story of contemporary American arts in an international context by actively commissioning and exhibiting outstanding works that explore new ideas and inspire action.

The Supervisor, Guest Experience Operations plays a critical role in the overall success of the guest experience at Crystal Bridges and the Momentary. The Supervisor, Guest Experience Operations will help the Management Team provide strong, positive, enthusiastic, and diverse leadership and oversight to the Guest Experience Operations Associates in completing daily activities. It is the Supervisor, Guest Experience Operations duty to assist the Managers with overseeing the daily operations of the Guest Experience Operations team to provide a safe and secure environment for artwork, guests, staff, volunteers, and members of Crystal Bridges and the Momentary while ensuring a positive guest experience.

It is necessary to assist the Managers in ensuring the development, oversight, and enforcement of internal and external policies, which safeguard the Museum’s assets. They will act as a liaison to other museum departments, assist in the development of policy and procedures, and in the absence of the Guest Experience Operations Management Team, will take responsibility for addressing unique situations in a timely manner while concurrently performing Guest Experience Operations Associate tasks and providing an outstanding experience to all Museum guests.

• Ensure that all Associates follow established policies and procedures necessary to provide an excellent guest experience.
• Assist the Management Team in planning daily operations, editing materials and coordinating efforts and events in which the Guest Experience Operations Department is involved.
• Create, maintain, and implement daily rotation schedules.
• Act as an initial contact for communications and training with other departments.
• Assist in developing policies and procedures and respond immediately to resolve guest, volunteer, and staff inquiries and complaints, while supporting museum policies to ensure a safe and positive guest engagement.
• Make decisions that require immediate action and/or attention.
• Be able to perform all duties of Associates and Call Center Associates.
• Report security, personnel, and safety issues to the managers of Guest Experience Operations.
• Assist the management team in training and developing associates and assigned mentees.
• Create and conduct annual reviews for assigned mentees and provide employee counseling, coaching, and development.
• Participate in interviews with a focus on building a diverse and professional staff focused on employee retention and development.
• Ensure daily operations run smoothly and in accordance with museum policies and procedures.
• Provide basic first aid when necessary and become CPR trained.
• Conduct pre and post shift meetings with associates.
• With Database management, manage the Tessitura ticketing system, including hardware needs, software updates, inputting data from a variety of sources, and all training on related technologies.
• Develop and maintain proficiency in Guest Experience Operations related software including Shiftboard, EMS, Google docs, Shopify, and Microsoft Office Suite along with others as introduced.
• Coordinate with AWE accounting and management to ensure cash handling procedures are followed and all deposits and tills are accurate.
• Develop and enforce departmental processes and procedures to ensure the best possible guest experience.
• Generate reports as needed using data from a variety of sources, including Tessitura.
• Organize and provide training on…