Guest Services Supervisor - Visitor Center
Museum Summary
Plimoth Patuxet Museums is a living history museum of the 17th-century that provides engaging and experiential outdoor and indoor learning environments on its main campus, and at Mayflower II on Plymouth’s waterfront, and at the Plimoth Grist Mill. Our permanent exhibits tell the complex and interwoven stories of two distinct cultures - English and Wampanoag.
Operating on a remarkable property overlooking Cape Cod Bay, Plimoth Patuxet brings the story of the United States’ early foundation to life for hundreds of thousands of visitors each year since its founding in 1947. The main exhibits are enhanced with an exciting array of special events, public programs and workshops that offer a rich and diverse exploration of the 17th-century.
Plimoth Patuxet Museums Inc. is an equal opportunity employer. We value diversity and are committed to creating a welcoming and inclusive environment for all employees.
Position Summary
As the first point of contact for welcoming the Museum’s guests, the Guest Services Supervisor (GSS) maintains a professional, welcoming and helpful demeanor; sells admission tickets; responds to questions/requests, and serves as a brand ambassador for the Museum. The GSS supervises the GS staff and ensures daily operations are executed. Attends to the needs of guests and fellow staff; ensures excellent customer service, and carries out various tasks related to daily operations of the GS dept.
Essential Duties and Responsibilities
In all interactions with guests and coworkers, apply PPM’s “I/You” customer service style, providing welcoming, compassionate, and inclusive experiences for all.
Welcome individuals, families, and adult and school group tours and prepare them for an excellent visit.
Assign and direct the work of Guest Services Associates (GSA). Serve as a model for GSA in “I/You” Customer Service Style, train and motivate GSA in various GS functions. Emphasize customer service and consistently acting on behalf of our guests.
Perform various opening procedures such as setting up a cash drawer, counting ‘bank’, turning on lights, etc.
Help guests choose the best ticket option for their visit. Process ticket sales.
Provide information on museum memberships, dining options, directions, and daily activities at all PPM sites, as well as local and regional information.
Update calendar of site activities daily.
Operational Duties include: answering phones; pick-up mail at USPS (Long Pond Road).
Update GSA staff on admission discounts and promotions.
Drive a golf cart as needed.
Complete change orders as needed.
Communicate with various PPM departments as needed.
Respond appropriately to guests’ questions, comments, and concerns. Communicate guests’ comments/feedback to the dept. head or senior management through appropriate channels.
Remain alert to any emergencies and other situations that require attention.
Close out the cash register, complete end-of-day paperwork, and prepare bank deposits as needed.
Assist with daily operations (stock and maintain brochures, maps and other resource materials, answer emails and phone calls, set-up/break-down of member or public program events, keep a clean workspace, etc.) and special event duties as required.
Respond to requests for ASL Interpreters
Perform all duties in a manner consistent with PPM’s customer service style.
Attend all required training sessions and meetings.
Work collaboratively with the Guest Services Supervisor - Mayflower and the Director of Guest Services and Group Programs to complete staff evaluations and provide feedback to GSAs
Cinema Oversight - no experience required. On-the-job training provided.
Supervise and operate all functions of Plimoth Cinema including ticket sales, projector operation, and concession sales.
Update weekly flyers and phone recordings with cinema listings
Train GS staff as needed on cinema operations.
This description is not intended to be a complete list of all responsibilities, duties, skills, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of key responsibilities of the job as it is at present, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. This job description may be reviewed by management at any time either to ensure that it relates to the job currently being performed, or to incorporate changes. Management reserves the right to change a job description; and if/when doing so will discuss with the employee so that any changes are understood by the employee.
Required Skills
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must possess a valid driver’s license.
Strong interpersonal, listening and communication skills are essential
Able to exercise sound judgment in a variety of circumstances, including emergencies.
Excellent customer service skills and the ability to work as a member of a team are critical to this position.
Competent computer knowledge.
Ability to remain calm in a fast-paced environment.
Must maintain a clean and professional appearance.
Flexibility to adjust hours at the request of the supervisor due to attendance levels.
Education and Experience
High School or equivalent
3 or more years supervisory experience in a customer service environment.
Enjoys meeting and talking with new people.
Enjoys being part of a highly collaborative team.
Basic knowledge of audio/visual equipment is helpful.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Duties may include:
Work is generally sedentary in nature, but requires standing or walking.
Ability to do some bending and lifting.
Ability to drive a golf cart.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
Work is generally performed within an office environment, with standard office equipment. However, going outdoors may be required in various types of weather.
Additional Requirements
The Museum is open 7 days a week, 9:00-5:00, mid-March through the end of November.
Ability to work some holidays, including Thanksgiving Day. Ability to work Saturdays or Sundays is preferred. Some flexibility in work hours and days off is required.
Position Type and Salary
- Full-time, seasonal
- $19/hour
Core Commitment
Whether part-time or full-time, year-round or seasonal, all staff and volunteers at Plimoth Patuxet advance the Museum’s educational mission and strategic goals. They uphold the Museum’s core values and principles in their work and in all of their interactions with the public and with coworkers. This commitment helps to ensure that Plimoth Patuxet’s reputation for excellence is maintained and that, as stewards of the Museum, we are helping to create a relevant and sustainable future for Plimoth Patuxet Museums. The core principles that guide us in our work are:
Safety and Comfort
Compassionate Customer Engagement
Professional Excellence
Personal Accountability
Create a Culture of Philanthropy
Teamwork
Interested candidates are encouraged to apply by submitting a PDF file of your resume, and cover letter to apply@plimoth.org, or by submitting them by US mail to the following address:
Plimoth Patuxet Museums
Attn: Human Resources
137 Warren Avenue
Plymouth, MA 02360