Guest and Member Services Supervisor

Guest & Member Services Supervisor

Full Time

About the Adler Planetarium

The Adler Planetarium connects people to the universe and one another. Whether introducing a guest to the Ring Nebula, a neighborhood school to a community partner, a research team to a network of citizen scientists, or one staff member to another, the Adler’s focus on meaningful connections dates back nearly a century.

Today, the museum typically hosts more than half a million visitors annually and reaches millions more through youth STEAM programs, neighborhood skywatching events, online citizen science, and other outreach efforts. With Adler’s support, people of all ages, backgrounds, and abilities gain the confidence to explore their universe together and return to their communities ready to think critically and creatively about any challenge that comes their way.

The Position

The Adler Planetarium is seeking a Guest & Member Services Supervisor to join our dynamic team located on Chicago's Museum Campus. This person is responsible for providing outstanding customer service to Adler guests through ticket and membership sales, greeting and checking in groups, and other related tasks. This position supervises a team of Guest Services Representatives, providing coaching, training, and serving as an example of exemplary customer service in all guest interactions.  This individual will also be responsible for:

• Maintaining the integrity of the point of sale system, ensuring that all cash, credit, discount, and voucher redemptions are reconciled daily; recording all financial transactions and disparities, and maintaining reports for the business office.

• Preparing and sending cash deposits, counting all cash reserves, maintaining a safe balance, assigning Guest Services Representatives to banks, and processing third-party refund debits and credits.

• Providing exceptional customer service while troubleshooting any concerns that arise from guests, authorizing refunds and exchanges as needed. 

• Making changes to the ticketing system in collaboration with all floor teams; tracking and maintaining the will-call system for VIP guests; serving as backup for the manager as needed to work on museum-wide initiatives to anticipate guest needs and improve guest experiences.

• Training all Guest Services Representatives on customer service, point of sale, and ticketing system practices, coat check, exceptional event support, phone answering, sales, and all related functions to serve our guests and members.

• Creating weekly schedules and daily assignments for the Guest Services Team, including post assignments, breaks, lunches, and rotations.

The Work Schedule

The typical work schedule for this position is 35 hours per week, from 8:15 am to 4:15 pm, Monday through Thursday, and 2:15 pm to 10:15 pm on Friday: five days a week, on-site at the museum, including holidays, except Thanksgiving and Christmas Day.

The Compensation & Benefits (Full-Time)

Base Pay Range: $19.00-$20.59/hr

Work-Life Balance

• 35-hour workweek

• Eligible to accrue up to 15 vacation days per year to start

• 3 sick days as of the date of hire (can accrue up to 6.5 days per year)

• 7 Adler paid holidays

• 4 Personal Holidays (Prorated for new hires starting after January 1st)

• Flexible Work Arrangements

• Paid Family Bereavement Leave & Jury Duty

• Paid Parental Leave

Competitive Health Coverage

• Medical, Dental, & Vision insurance

• Healthcare, Dependent Care & Commuter flexible spending accounts

• Adler Paid Short-Term Disability Insurance

Retirement Savings Plan

• 403B plan with Adler match

• Adler match is 100% vested immediately

• Eligible to enroll as of the date of hire  

 Network of Support through our EAP programs

• Resources to help address emotional, legal, and financial issues

• Face-to-face, telephonic, and web-based services

• Free subscription to the Calm Premium app

  Employee Loan Program

  Discounted Onsite Parking Program

  Free Entrance to Chicago area museums and cultural institutions

The Person

We are seeking an individual who is enthusiastic about the opportunity to interact with guests, members, and colleagues. Someone who thrives in a team environment and is always willing to go the extra mile to help their team shine. A person who thinks quickly on their feet and is comfortable interacting with a highly diverse population. This person will need to have the ability to lead effectively in a fast-paced environment. This person has excellent customer service and communication skills and is a creative thinker.

Required Qualifications:

• High school diploma or equivalent

• Two years of experience in cultural attractions, parks, museums, themed entertainment, or a related guest-facing industry

• Previous experience training, mentoring, and leading teams

• Strong aptitude for math, with a focus on detail and accuracy

• Intermediate knowledge of computerized ticket sales, Google Suite, and Microsoft Office

Preferred Qualifications: 

• Associate's degree or higher

• Three years of progressive experience in a leadership position managing teams, projects, and cash reconciliation in a cultural attraction or related industry 

• Advanced customer service and project management training

• Intermediate knowledge of Gateway Galaxy POS and ticketing system; knowledge of utilizing data provided through Tableau to make decisions and reconcile reports

The Adler Planetarium is dedicated to complying with its Equal Opportunity Employer obligations. All qualified applicants will receive consideration for employment without regard to any characteristic protected by federal, state, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact Jenean Featherson by email at recruiting@adlerplanetarium.org and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis.