Supervisor of Guest and Member Operations in Chicago, Illinois at Chicago Children's Museum

Position: Supervisor of Guest and Member Operations

Department: Guest and Member Operations

Reports to: Director of Visitor and Member Operations, Sales, and Data

Direct Reports: Guest Services Team Members

About Chicago Children’s Museum: Chicago Children’s Museum (CCM) is committed to improving children’s lives by creating a community where play and learning connect. We embrace creativity and collaboration, we never stop learning, and we remember to stop and play along the way. CCM’s staff is a dedicated group of curious individuals who embrace the playful spirit of childhood. Every employee is empowered to reach their potential and recognized for the impact they have on our organization, visitors, and the community we serve. Over its 43-year history, Chicago Children’s Museum has provided innovative exhibits, arts programs, STEM experiments, imaginative play, and more to over 11 million children and their caregivers. Located at Navy Pier, the museum is intentionally designed for experimentation, creativity, and the universal pursuits of childhood. CCM focuses on accessibility, inclusion, and learning for all children, ensuring valuable and memorable experiences for all visitors.

Position Overview:

The Supervisor of Guest and Member Operations is responsible for ensuring excellent and consistent delivery of customer service and data protocols for all guest, group, and membership-related functions. Supporting the Director of Visitor and Member Operations, the Supervisor’s focus is the smooth and efficient management of the daily floor operations and execution of the back-office administrative duties. The Supervisor, while on duty will manage the opening and closing procedures of the museum, is responsible for all desk sales transactions during every hour of operations and implements consistent operational policies and practices to guarantee a friendly, welcoming atmosphere for all CCM’s audience upon entry and exit.

Essential job duties and responsibilities Daily Operations and Visitor Experience

• Oversee daily visitor and member operations to ensure efficient, accurate, and welcoming admissions, membership, and group experiences.
• Supervise all Guest Services procedures, including staff assignments, break coverage, transaction reconciliation, and completion of daily operational reports.
• Monitor visitor traffic, admissions queues, and staffing needs, adjusting operations to accommodate attendance fluctuations, special events, and unexpected challenges.
• Ensure accurate processing of admission, membership, promotional, and third-party ticketing transactions through Ventrata and other applicable systems.
• Serve as a primary point of escalation for guest and member concerns, providing timely, professional resolutions consistent with museum policies.
• Respond consistently and accurately to guest, member, and group inquiries through email, phone, and in-person interactions.

Membership Operations and Sales

• Oversee daily membership sales, renewals, upgrades, and related transactions, ensuring accuracy and adherence to museum membership policies.
• Support membership revenue and conversion goals through staff coaching, proactive guest engagement, and effective communication of membership benefits.
• Maintain accurate membership records and oversee membership applications, account adjustments, refunds, and physical and digital membership cards.
• Administer and track member benefit redemption, including admissions and parking validations.
• Troubleshoot membership-related issues, including online purchases, account discrepancies, benefit redemption, and member check-in.

Group Reservations and Operations

• Support group reservation administration, including booking updates, attendance adjustments, invoicing, payment tracking, and guest correspondence.
• Coordinate group arrivals, check-in, and orientations to ensure an organized and welcoming experience.
• Troubleshoot group booking, payment, and admission discrepancies while maintaining accurate reservation records and supporting established group procedures.

Financial Operations, Reporting, and Systems

• Prepare, review, and submit regular attendance, revenue, and operational reports, ensuring accurate transaction documentation and financial reconciliation.
• Monitor cash handling procedures, register balances, deposits, change orders, and other financial controls in accordance with museum policies.
• Troubleshoot operational systems and equipment, including Ventrata, payment terminals, ticket scanners, lockers, and third-party ticketing platforms.

Staff Supervision, Training, and Development

• Supervise, train, and coach Guest Services Team Members, establishing clear performance expectations, recognizing accomplishments, and addressing performance concerns.
• Coordinate daily staffing assignments, break coverage, and schedule adjustments to ensure appropriate staffing levels and operational continuity.
• Support staff scheduling, attendance monitoring, timekeeping, recruitment, onboarding, performance evaluations, and professional development.
• Ensure staff are informed of operational updates, promotions, policy changes, special events, and other information relevant to daily operations.
• Foster a positive, collaborative, and accountable team environment.

Operational Administration

• Maintain and update Guest Services manuals, standard operating procedures, and training materials to ensure operational consistency and accuracy.
• Monitor and coordinate replenishment of operational supplies, marketing materials, and other resources necessary to support daily operations.
• Support administration of complimentary admissions, guest passes, donation requests, promotional offers, and partner benefits in accordance with established procedures.
• Identify operational inefficiencies, recurring errors, and opportunities to improve workflows, reporting accuracy, staff performance, and the visitor experience.
• Collaborate with departmental leadership and other museum teams on operational initiatives, special events, system improvements, and evolving organizational priorities.
• Support the museum's commitment to diversity, equity, accessibility, and inclusion, fostering a welcoming and inclusive environment for visitors, members, staff, and community partners.

Demonstrated Competencies Qualifications:

• High School diploma or equivalent
• 1 year of supervisory experience in fast-paced admissions and/or customer service position (this includes relevant paid and unpaid work/volunteer/community work).
• Proficiency in (1) Ventrata, (2) Microsoft Office Suite, and (3) database management preferred.
• High comfort level and interest in utilizing technology to increase efficiency and seek opportunities for continuous improvement.
• Strong organizational and planning skills as well as demonstrated creativity, resourcefulness, and effectiveness.
• Attentive to details in a fast-paced environment; ability to prioritize in the moment and the character to stand by a decision and learn from setbacks.
• Responsive and reflective to direction and feedback; takes a proactive approach and does not need constant supervision.
• Outstanding communication (both written and verbal) and organizational skills.
• Professional demeanor in effectively resolving customer service and employee relations matters.
• Exhibits exceptional leadership abilities and able to be discreet with personnel issues.
• Proven ability to effect positive change and maintain tight operational controls.
• Strong work ethic, critical thinking, ability to make sound judgment calls, and the ability to work independently and on deadline.
• Enthusiasm for learning and mastering new skills on an ongoing basis; willingness to be informed/certified/trained through institution-offered courses and to work within Diversity, Equity, Access, Inclusion (DEAI) frameworks and actively engage in learning about these frameworks.
• Possess an equity mindset and cultural humility.

Physical Requirements for the Position

• Stamina and physical endurance to stand on the museum floor all-day long, maintaining quality interaction with museum staff and visitors. Bending, lifting, and reaching is required to access supplies. Push, pull and lift up to 40 pounds.
• Repetitive friendly and courteous communication while engaging with visitors and staff and speaking loudly over crowds.
• Adequate use of PA system and communication radios.
• Ability to work in and withstand loud/crowded spaces.
• Dress Code required. Uniform polo shirt(s) provided.

Job Location: Hybrid (80% on-site, 20% WFH)

Salary Range: This is a full-time position, working an average of 37.5 hours per week. Position pays $24.70 hourly and requires attendance of a mandatory meeting 1x month.

Benefits: Full-time: This position is eligible for medical, dental, vision, Life, Long-term Disability, and Short-term Disability insurances, 401k after six months of service, as well as PTO and Sick time.

Chicago Children’s Museum is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.