Guest and Protection Services Supervisor
The Guest and Protection Services Supervisor is an inspiring and dedicated leader committed to guiding the front-line team, possessing the willingness and desire to develop a diverse staff. The primary objective of the Guest and Protection Services Supervisor is to provide for the safety and security of guests, protection of the collection and foundation property, all the while delivering the highest level of personal enjoyment and experience to visitors of the Barnes.
The Guest and Protection Services Supervisor will help develop and maintain the vision and implementation of front-line staff operations at the Foundation. They ensure a culture of engagement and empathy for all guests, volunteers, students, contractors and staff. Reporting to the Assistant Director of Guest and Protection Services, the Guest and Protection Services Supervisor will directly manage the Guest and Protection Services team.
Established as an educational institution, the Barnes Foundation carries out its mission by promoting appreciation of the arts and horticultural science, through the preservation, presentation, and interpretation of the collections of Albert C. and Laura L. Barnes.
Celebrated for its exceptional breadth, depth, and quality, the Barnes Foundation’s art collection includes works by some of the greatest European and American masters of impressionism, post-impressionist, and early modern art, as well as African sculpture, Pennsylvania German decorative arts, Native American textiles, metalwork, and more.
The Foundation engages diverse audiences through its exceptional collections and related high-quality programs that reflect a broad range of periods and cultures and build on the founders’ innovative educational vision of transforming lives through the arts and horticulture.
Job Specific Competencies:
- Maintains an active, visible role in the daily operation of the Foundation, maintaining exceptional standards of customer service, safety, and protection of the collection.
- Manages optimal guest experience including visitor flow, queue management, and the check-in process.
- Manages the gallery capacity, coordinating general visitation, group tours, docent led tours, school groups, and education classes.
- Address guests concerns, comments, and complaints including managing and responding to guests’ feedback regarding Foundation policies, admissions and other general issues.
- Provides assistance with guests’ special needs, including helping those requiring assistance with movement.
- Handles challenging situations with the public quickly and effectively, skill and professionalism.
- Monitors along with front line staff members guest behavior addressing anything unusual.
- Manages emergency egress, medical emergencies and collection safety.
- Work with various technology platforms for ticketing and tour devices including the Barnes App, with the ability to troubleshoot and give instructions to ensure ease of use.
- Responsible for the supervision of the Foundation’s guest services, safety, and security staff including operations staff, first impression staff, gallery staff, call center, parking and valet staff.
- Assists the Assistant Director and Manager of Guest and Protection Services as well as the Recruitment and Training Manager with hiring, training, and management of the Foundation’s front-line staff.
- Maintains department processes, systems, and reports that support the function and efficacy of the department.
- Maintains written documentation of supervision for oversight and review by other parties as appropriate.
- Works with department Assistant Director and Manager to ensure that department staff and volunteers are supervised effectively in a way that maximizes revenue, provides excellent training and customer service, and is mindful of staffing costs.
- Works with staff to develop, implement and test customer service, security, safety and protection of the collection policy and procedures. Oversees the implementation of policy and procedures, conducting regular training sessions and drills. Trains emergency response teams.
- Works with department team to improve and implement department operations and procedures for foundation customer service, security and safety.
- Supervise and manage daily personnel activities to ensure that they are used effectively, that all staff maintain excellent customer service and safety standards and adhere to Foundation policies, systems, and procedures.
- Ensure that the building public and Gallery spaces are ready for visitors and guests.
- Provides daily briefings for all front-line staff to inform them of the daily building schedule.
- Directs morning meetings providing pertinent information on the day’s VIP arrivals, Art Team talks, protection and safety issues and events.
- Supports Assistant Director and Manager in delivering staff training programs.
- Monitors the cash security program including security for cash at various sales and storage points in the facility.
- Conducts the thorough investigation and reporting of all on-site accidents, injuries, property theft or damage, and other security incidents.
- Manages foundation policies for parcel inspection and control, property removal, and all internal security programs, the Foundation’s lost and found, first aid, and related programs associated with these functions.
- Serves as liaison with police, fire, paramedics, rescue, disaster planning, homeland security, and civil defense authorities.
- Oversees daily equipment preparation; ensures all equipment is appropriately maintained and accounted for.
- Supports GPS leadership, and front-line staff in their duties.
Data Statistics and Reporting:
- Implements surveys in collaboration with the department coordinator providing data and statistics tracking and reporting. This is to include attendance, ticketing, safety and protection of the collection data.
- Provides relevant data and assists in preparation of reports detailing department activities.
- Collect guest experience feedback or supervise GPS staff collecting feedback including suggestions, compliments, and complaints at the end of each shift. Work with the Guest and Protection Services Team Coordinator to trend and evaluate department statistics.
- Continuously expands personal and required knowledge of Barnes services, collection, exhibitions, and actively participates in required trainings.
- Performs other duties as assigned.
Skills and Knowledge:
- High School diploma or equivalent education and experience.
- Three (3) to five (5) years of any combination of training or experience in customer/guest services, hospitality, event management, or protection services.
- Ability to manage staff.
- Must have a pleasant demeanor and a genuine interest in engaging with members of the public and providing assistance to guests.
- Outgoing personality and excellent interpersonal skills.
- Possess good conflict resolution skills.
- Ability to maintain a calm exterior during periods of high volume, high stress, or unusual events.
- Demonstrate strong attention to detail.
- Highly organized.
- Knowledge or interest in art, protection and safety. Art background/interest a plus.
- Must be able to communicate with guests in conversational English; bilingual or multilingual skills a plus.
- Ability to understand and apply a significant amount of detailed information.
- A demonstrated ability to multi-task.
- Must have a flexible schedule with the ability to work weekends, including some evenings and holidays as needed.
- Proficiency in digital tools including Microsoft products, project management packages and modern communication tools.
Competitive Benefits Include: Group health, dental and vision insurance; flexible spending accounts; short- and long-term disability and group life insurance; 403(b) with matching contributions; Employee Assistance Program; voluntary benefits; as well as paid vacation, personal time, sick time and holidays.
Please include a cover letter and an updated resume with your application, along with salary expectations.