Supervisor, Guest Services

Iconic New York institution The Paley Center for Media, media, sports, gaming, tech, and entertainment come together, is hiring for a Supervisor, Guest Services responsible for the daily operations of the Guest Services department with primary responsibility of group tours, library operations and mailroom services. The Supervisor, Guest Services plays a critical role in representing the Paley brand by consistently improving and enhancing the visitors’ experience. The Supervisor will partner with internal departments to support this initiative. Guest Services is a seven (7) day operation and will manage front of house operations, as needed.

Responsibilities

Supervise the daily operations of the Guest Services department, including the scheduling, deployment, and providing onsite leadership of Guest Services staff to ensure exceptional guest service and operational excellence Supervise the Customer Care inbox and Main Phone Line, ensuring timely, accurate, and professional responses to guest inquiries, reservations, memberships, ticketing questions, and operational requests while continuously improving response quality and guest satisfaction Oversee ticketing operations, including event builds, event maintenance, ticket inventory, admissions, registration systems, and ticket-related guest inquiries Coordinate staff scheduling and operational coverage for museum hours, rentals, educational programs, Scholar visits, VIP experiences, and special events while overseeing crowd and line management Assist the Manager, Guest Services, with payroll administration Oversee event registration, attendance tracking, reporting, and operational recordkeeping for museum visitors, rentals, educational programs, and special events.

Supervise Front Desk cash operations, including maintaining base cash, coordinating bank replenishments, reconciling cash activity, and overseeing donation box accountability in accordance with financial procedures Train, coach, and develop Guest Services staff by providing real-time feedback and regular performance observations, while reinforcing Paley policies, procedures, and service standards.

Support VIP guest experiences by coordinating executive arrivals, Green Room operations, talent hospitality, rental client support, and other high-profile guest experiences Supervise Library Operations, including documenting Scholar and researcher information, training staff on Library Reference procedures, and regularly testing digital equipment to ensure operational readiness Grow museum attendance through proactive outreach to schools, universities, community organizations, tourism partners, corporate groups, and cultural institutions — building relationships that deepen audience engagement over time Prepare attendance reports measuring outreach effectiveness and visitor engagement; coordinate and lead onsite group visits, oversee group logistics, and collaborate with internal departments Answer patron inquiries, resolve guest concerns, and…

Read the full posting