Harry Potter: The Exhibition - Guest Experience Supervisor

The iconic front steps of The Franklin Institute in Philadelphia

The Franklin Institute, the most visited museum in the Commonwealth of Pennsylvania, strives to be the world leader in promoting science and technology education and literacy through inspiring and engaging experiences that cultivate curiosity, critical thinking, and an understanding of the crucial role science plays in our lives.

At The Franklin Institute, we provide an environment that is as nurturing as it is dynamic. We need enthusiastic, energetic, and FUN staff members to assist us with Harry Potter: The Exhibition.  This key role will be essential to our success in hosting this BLOCKBUSTER exhibit.  Come be part of the team!

Position Description:

The Guest Experience Supervisor will supervise and execute aspects of the museum floor operations with a primary focus on the ticketing and guest services functions.  This position serves as a liaison between the front line staff and the Management Team and will provide strict oversight to the floor operations as well as provide ongoing Guest service and system coaching to Front Line Staff. The supervisor will also assist Managers in the development and implementation of new internal and external Guest Service and Training Initiatives.

This is a temporary position that will end in September 2022.

Position Requirements:

  • Supervise all departmental staff members and assist with any job function when needed
  • Successfully oversee the daily operating plan, including management of first aid and lost and found 
  • Create a fun, positive, inclusive team environment for all staff members
  • Monitor departmental standards with a focus on delivering a World Class Visitor Experience
  • Assist with customer service training and reward and recognition programs for all front line staff
  • Adjust staff members on the daily schedule to cover the museum based upon the days business pressures
  • Be a significant presence on the floor to ensure all areas are operating successfully and that the staff members are having fun
  • Ensure the security of all revenue collected through the ticketing area by observing established theft deterrence measures
  • Execute the daily box office cash out including verifying all vouchers and coupons

Mandatory Requirements: 

  • A Bachelor's degree is preferred or a minimum of 1 to 3 years of experience managing staff in a sales and customer service setting are required.
  • Proven success operating within a high volume ticketed venue or visitor facing organization
  • Experience coaching, motivating, and monitoring staff members in a fun, energetic environment
  • Must be available to work evenings, weekends, and holidays during the busy season
  • Must be able to stand and walk for long periods.
  • Ability to handle multiple tasks, make decisions and work in a busy environment
  • Outgoing, positive, and team-oriented personality
  • Customer service oriented 
  • Strong problem-solving skills
  • Ability to appreciate and be sensitive to the feelings of others
  • Professional/Work Ethic
  • Excellent Oral communication skills
  • Must be fully vaccinated against COVID-19. Fully vaccinated is defined as at least two weeks after your final dose. Medical and religious exemptions will apply

Please visit our Careers page or contact employment@fi.edu (please indicate the position for which you are applying in the subject line). We look forward to hearing from you!

The Franklin Institute is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability, or protected veteran status.