Supervisor, Guest Experience

Cincinnati, OH - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Supervisor Guest Experience

National Underground Railroad Freedom Center (NURFC)

Department: Guest Experience
Reports To: Guest Experience Director & Freedom Store Manager
Status: Full-Time

FLSA: Non-Exempt $18.00/hour

Position Summary

The Supervisor Guest Experience provides leadership and support for daily operations of both the Ticketing Office and the Freedom Store. This role assists with supervising Guest Experience Specialists and volunteers ensuring cross-training between admissions and retail to maintain flexibility and consistency in service. The Supervisor is responsible for delivering exceptional customer service overseeing point-of-sale systems ensuring accurate reconciliation and supporting staff training. Working closely with the Freedom Store Manager and Guest Experience Director the Supervisor helps create a seamless world-class experience for all guests.

Key Responsibilities

Serve as a departmental representative when issues arise; communicate updates to the Guest Experience Director and Freedom Store Manager.
Operate point-of-sale (POS) systems for ticketing and retail including memberships group check-in programs and rentals.
Perform daily opening and closing procedures for both ticketing and retail operations.
Assist with POS training for Guest Experience staff across both areas.
Maintain policies procedures communications and resources to support staff efficiency.
Ensure accuracy of sales systems and databases to provide reliable information to guests and members.
Actively promote and sell memberships leading by example to meet or exceed goals.
Stay knowledgeable of retail products promotions loss prevention and campaigns.
Support store inventory needs including processing stocking tagging and refilling merchandise.
Manage office supplies brochures and signage for both areas.
Answer and direct calls via a multi-line phone system.
Communicate with visitors in a professional and empathetic manner resolving inquiries complaints or issues.
Provide group check-in and museum orientations.
Maintain a clean safe and organized work environment consistent with NURFCs mission and EPIC standards.
Identify opportunities for growth and proactively address operational challenges.
Perform additional duties as assigned.

Skills & Experience

Previous customer service experience required.
Experience with Microsoft Office Suite required.
Prior experience with ticketing and/or retail POS systems preferred.
Strong interpersonal and conflict resolution skills.
Ability to engage with a diverse visitor base professionally and empathetically.
Flexible composed and effective in a fast-paced environment.
Self-motivated with the ability to work independently and collaboratively.
Strong organizational and multitasking skills with attention to deadlines.
Must be able to work Wednesday through Sunday with occasional evenings and holidays.

Additional Requirements & Working Conditions

Full-time position with benefits; typical schedule WednesdaySunday 9 AM5 PM.
Ability to lift up to 20 pounds.
Periods of standing sitting and moderate walking including use of stairs.
Position located on-site at: 50 E. Freedom Way Cincinnati OH 45202.
On-site parking provided.

Our Commitment to Diversity and Inclusion

Were committed to growing and empowering a more inclusive community within our organizations community and employees. Thats why we hire and cultivate diverse teams of people from all backgrounds experiences and perspectives. We believe that true innovation happens when everyone has room at the table and the tools resources and opportunities to excel.

National Underground Railroad Freedom Center is an equal opportunity employer and does not discriminate against any person or group based on age color disability gender pregnancy national origin race religion sexual orientation veteran status or genetic information. Our organization is building a culturally diverse staff committed to working in a multicultural environment and encourages applications from minorities and women.

Ready to use the power of arts to drive social change Join us in creating meaningful experiences that inspire action.

Applytodayand help us create a collaborative diverse inclusive and equitable space where creativity and learning flourish. Apply at or send resume to

Only candidates selected for an interview will be contacted. Please note that all candidatesreceiving a verbal job offer will be subject to background check. This includes a criminal background check and verification of professional references and other checks depending on the role.

Required Experience:

Manager

Supervisor Guest ExperienceNational Underground Railroad Freedom Center (NURFC)Department: Guest ExperienceReports To: Guest Experience Director & Freedom Store ManagerStatus: Full-TimeFLSA: Non-Exempt $18.00/hourPosition SummaryThe Supervisor Guest Experience provides leadership and support for dai...