Visitor Services Supervisor-Term

Department:

Visitor Services

Location:

Chicago, IL

Position: Visitor Services Supervisor-Term

FLSA Status: Non-exempt

Department: Visitor Services

Our Mission: Since the 1893 World Columbian Exposition, our organization has aimed to connect people to the natural environment and human history.

Join our team and enjoy a benefits package that truly supports your well-being and lifestyle:

• Comprehensive Health Coverage: Including medical, dental, vision plans, and even pet insurance.

• Financial Security: Life and disability benefits plus a 403(b) savings plan to help you plan for the future.

• Work-Life Balance: Generous paid time off, paid sick leave, and paid holidays to ensure you have time to recharge and spend with loved ones.

• Exclusive Perks: Enjoy great employee discounts and complimentary general admission to participating cultural institutions.

We're dedicated to enhancing your life both at work and beyond!

The Visitor Services Department prioritizes customer service, revenue generation, attendance and data tracking, and employee engagement in service of the Museum’s mission. This Supervisor will support the broader Visitor Services management team by providing additional oversight of Pokémon team Representatives to help deliver an A-list public experience. 70% of the Supervisor’s time will be dedicated to public floor management and support, with the remaining 30% spent on administration, training, meetings, and other projects.

This is a term position ending April 11, 2027, supporting the Pokémon Fossil Museum exhibition (opening May 22, 2026) with a start date prior to launch.

Duties and Responsibilities

• Accomplishes department objectives by supporting Team Leads and organizing and monitoring work processes.

• Organizes Pokémon operations by developing schedules, assigning and monitoring work, gathering resources, communicating expectations and standards, resolving operations problems, maintaining reference manuals, card inventory, and implementing new procedures for Pokémon Fossil Museum.

• Oversees the Pokémon new hire training program and ongoing personal and professional development of the team through an advanced understanding of the ticketing system, exhibition operations and needs, as well as departmental policies, procedures, and operations.

• Maintains quality staffing levels by recruiting, selecting, orienting, and training employees and volunteers.

• Maintains and builds relationships with staffing agencies to ensure quality staffing levels and performance standards are maintained.

• Plans, monitors, and appraises job results. Accomplishes staff job results by working with other managers, supervisors, and team leads to ensure the best performance from the Pokémon staff, including coaching, counseling, and discipline when necessary.

• Works with all areas of the institution to maintain optimum exhibit performance.

• Provides timely and informative updates to the full team about Pokémon news.

• Ensures a safe, secure, and legal work environment for all.

• Assists with additional Visitor Services operational duties as needed

• Visitor Center oversight

• 3D Operations improvements

Qualifications

• 5-7 years of customer service experience required; experience in a museum or cultural institution preferred

• Ability to quickly learn and communicate Pokémon- related exhibition information

• Excellent communication skills (verbal and written)

• Excellent presentation skills (creating and delivering)

• Microsoft and Google Suite experience is required

• Weekend, holiday, and some before and after-hours availability is required

• Must be positive, proactive, personable, and empathetic

• Bachelor’s Degree preferred

Supervision Received:
Receives general supervision from the Manager of Visitor Services.

Supervision Exercised:
Provides direct supervision to Visitor Services staff, including scheduling, training, performance management, coaching, and disciplinary actions as needed.

Work Hours and Shift:
40 hours per week

Hybrid Eligibility:
Not Eligible

Location: 1400 S DuSable Lake Shore Drive, Chicago, IL 60605

Union Representation: Not Applicable

Pay: $24.75

PLEASE READ: *When you apply for multiple positions, please make sure to delete your previous resume and cover letter and upload the latest version of your resume and cover letter that is relevant to the job you are applying for, every time you apply. This will help our hiring managers access the correct documents. Please note that removing the resume and cover letter will not delete any previously submitted resumes and cover letters.

The Field Museum is an equal-opportunity employer. We are committed to providing a workplace free from discrimination, embracing diversity, and fostering mutual respect. We value the unique perspectives each team member brings, which empowers our ability to innovate and overcome challenges.

At the Field Museum, we are dedicated to making our career website and recruitment process accessible to everyone. If you encounter any difficulty when using or accessing our online application, or if you need a reasonable accommodation for completing your application, participating in interviews, or any other part of the selection process, please reach out to us at [email protected].