Supervisor guest experience

Position Summary

The Supervisor, Guest Experience provides leadership and support for daily operations of both the Ticketing Office and the Freedom Store. This role assists with supervising Guest Experience Specialists and volunteers, ensuring cross-training between admissions and retail to maintain flexibility and consistency in service. The Supervisor is responsible for delivering exceptional customer service, overseeing point-of-sale systems, ensuring accurate reconciliation, and supporting staff training. Working closely with the Freedom Store Manager and Guest Experience Director, the Supervisor helps create a seamless, world-class experience for all guests.

Key Responsibilities

• Serve as a departmental representative when issues arise; communicate updates to the Guest Experience Director and Freedom Store Manager.
• Operate point-of-sale (POS) systems for ticketing and retail, including memberships, group check-in, programs, and rentals.
• Perform daily opening and closing procedures for both ticketing and retail operations.
• Assist with POS training for Guest Experience staff across both areas.
• Maintain policies, procedures, communications, and resources to support staff efficiency.
• Ensure accuracy of sales systems and databases to provide reliable information to guests and members.
• Actively promote and sell memberships, leading by example to meet or exceed goals.
• Stay knowledgeable of retail products, promotions, loss prevention, and campaigns.
• Support store inventory needs, including processing, stocking, tagging, and refilling merchandise.
• Manage office supplies, brochures, and signage for both areas.
• Answer and direct calls via a multi-line phone system.
• Communicate with visitors in a professional and empathetic manner, resolving inquiries, complaints, or issues.
• Provide group check-in and museum orientations.
• Maintain a clean, safe, and organized work environment consistent with NURFC’s mission and EPIC standards.
• Identify opportunities for growth and proactively address operational challenges.
• Perform additional duties as assigned.

Skills & Experience

• Previous customer service experience required.
• Experience with Microsoft Office Suite required.
• Prior experience with ticketing and/or retail POS systems preferred.
• Strong interpersonal and conflict resolution skills.
• Ability to engage with a diverse visitor base professionally and empathetically.
• Flexible, composed, and effective in a fast-paced environment.
• Self-motivated with the ability to work independently and collaboratively.
• Strong organizational and multitasking skills with attention to deadlines.
• Must be able to work Wednesday through Sunday with occasional evenings and holidays.

Additional Requirements & Working Conditions

• Full-time position with benefits; typical schedule Wednesday–Sunday, 9 AM–5 PM.
• Ability to lift up to 20 pounds.
• Periods of standing, sitting, and moderate walking, including use of stairs.
• Position located on-site at: 50 E. Freedom Way, Cincinnati, OH 45202.
• On-site parking provided.

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Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our organizations, community, and employees. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunities to excel.

National Underground Railroad Freedom Center is an equal opportunity employer and does not discriminate against any person or group based on age, color, disability, gender, pregnancy, national origin, race, religion, sexual orientation, veteran status, or genetic information. Our organization is building a culturally diverse staff committed to working in a multicultural environment and encourages applications from minorities and women.

Ready to use the power of arts to drive social change? Join us in creating meaningful experiences that inspire action.

Apply today and help us create a collaborative, diverse, inclusive, and equitable space where creativity and learning flourish. Apply at freedomcenter.org/jobs or send resume to [email protected]

Only candidates selected for an interview will be contacted. Please note that all candidates receiving a verbal job offer will be subject to background check. This includes a criminal background check and verification of professional references, and other checks depending on the role.