Supervisor, Guest Experience Operations
Crystal Bridges Museum of American Art, Bentonville, AR, United States
Overview
The mission of Crystal Bridges Museum of American Art is to welcome all to celebrate the American spirit in a setting that unites the power of art with the beauty of nature. Founded by philanthropist and arts patron Alice Walton, Crystal Bridges is a public non‑profit charitable organization.
Crystal Bridges is a museum of American art located in Bentonville, Arkansas. It explores the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded in 2005, the museum opened in 2011 and offers free admission. The Momentary, a new contemporary art space that opened on February 22, 2020, presents visual, performing, and culinary arts and champions contemporary art’s role in everyday life.
Job Description
Position Title:
Supervisor, Guest Experience Operations
FLSA Classification:
NON‑EXEMPT
Division:
Operations
Department:
Guest Experience
Reports to:
Assistant Manager/Manager Guest Experience Operations
Date Reviewed:
March 2026
Position Summary
The Guest Experience Supervisor is a critical role to the overall success of the guest experience at Crystal Bridges and The Momentary. The Supervisor assists the Management Team in providing strong, positive, enthusiastic, and diverse leadership and oversight to the Guest Experience Associates, ensuring a safe and secure environment for artworks, guests, staff, volunteers, and members while maintaining a positive guest experience. The Supervisor supports policy development and enforcement, acts as a liaison to other museum departments, and, in the absence of the Guest Experience Management Team, takes responsibility for addressing unique situations in a timely manner. The role also performs Guest Experience Associate tasks when needed.
Principal Responsibilities
Ensure that all Guest Experience Associates follow established policies and procedures necessary to provide an excellent guest experience.
Assist the Management Team in planning daily operations, editing materials, and coordinating efforts and events involving the Guest Experience Department.
Create, maintain, and implement daily rotation schedules.
Act as the initial contact for communications and training with other departments.
Develop policies and procedures and respond immediately to resolve guest, volunteer, and staff inquiries and complaints while supporting museum policies.
Make decisions that require immediate action or attention.
Perform all duties of Guest Experience Associates and Call Center Associates.
Report security, personnel, and safety issues to the managers of Guest Experience.
Assist the management team in training and developing associates and assigned mentees.
Conduct annual reviews for assigned mentees and provide employee counseling, coaching, and development.
Assist in hiring Guest Experience Associates by participating in interviews focused on building a diverse and professional staff and encouraging employee retention.
Collaborate with and supervise the work of the Guest Experience team to ensure smooth daily operations in accordance with museum policies and procedures.
Provide basic first aid when necessary and become CPR‑trained.
Conduct pre‑ and post‑shift meetings with associates.
Manage Tessitura ticketing system, including hardware needs, software updates, data input, and related technology training.
Develop and maintain proficiency in Guest Experience related software such as Shiftboard, EMS, Google Docs, Shopify, and Microsoft Office Suite.
Coordinate with AWE accounting and management to ensure accurate cash handling procedures, deposits, and tills.
Assist in hiring Guest Experience Associates by participating in all interviews and deliberating on finalist candidates.
Develop and enforce Guest Experience‑related processes and procedures to enhance guest experience.
Act as the primary contact for communications and training with other departments regarding Guest Experience front‑line responsibilities.
Generate reports using data from a variety of sources, including Tessitura.
Assist in planning and running events, editing materials, and coordinating efforts involving the Guest Experience department.
Organize and provide training on department‑related technology such as Tessitura, scanners, Quest tablets, and radios.
Monitor stock of brochures, supplies, and materials and resupply/order as necessary.
Make decisions that require immediate attention.
Perform all other departmental duties as assigned.
Additional Responsibilities
Proactively seek and obtain information regarding museum policies, promotions, activities, and events to provide the highest level of guest engagement.
Report to work punctually, dressed in a clean, pressed, approved uniform and fully prepared for each scheduled shift.
Qualifications and Skills
Education, Training, and Traits
High School Diploma or GED and similar experience required. Associate degree from an accredited institute of higher learning preferred.
Driver’s license required.
Enthusiasm about being part of a team developing a major art museum with a strong visitor‑centered community dynamic.
Excellent attendance and punctuality.
Ability to use good judgment.
Ability to lead a team while continuing to perform Guest Services Associate tasks.
Ability to be patient and flexible while staying energized and focused on providing excellent customer service.
Ability to multi‑task.
Ability to be a team player.
Ability to recognize customer service concerns and address them professionally.
Good command of general computer applications and basic math skills.
Work Experience
Minimum two years of supervisory experience in customer service or related industry preferred.
Prior experience working with a computerized cash register system and ability to accurately balance a cash drawer preferred.
Licenses and Certifications
None
Physical Demands and Work Environment
Physical demands: Ability to communicate with others and utilize a computer for prolonged periods of time with good eye/hand coordination. Close vision required.
Work environment: Majority of work performed in the museum lobby. Noise level usually low to moderate. Evening and weekend work hours required.
Legal & Workplace Policies
All offers of employment are contingent on your successful completion (where permitted by state law) of a confidentiality agreement and background check. In addition, you will need to provide proper identification verifying your eligibility to work in the United States.
Crystal Bridges is an equal opportunity employer committed to building and maintaining a workplace that is free of discrimination and harassment of any kind. We encourage all qualified applicants to apply. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.
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The mission of Crystal Bridges Museum of American Art is to welcome all to celebrate the American spirit in a setting that unites the power of art with the beauty of nature. Founded by philanthropist and arts patron Alice Walton, Crystal Bridges is a public non‑profit charitable organization.
Crystal Bridges is a museum of American art located in Bentonville, Arkansas. It explores the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded in 2005, the museum opened in 2011 and offers free admission. The Momentary, a new contemporary art space that opened on February 22, 2020, presents visual, performing, and culinary arts and champions contemporary art’s role in everyday life.
Job Description
Position Title:
Supervisor, Guest Experience Operations
FLSA Classification:
NON‑EXEMPT
Division:
Operations
Department:
Guest Experience
Reports to:
Assistant Manager/Manager Guest Experience Operations
Date Reviewed:
March 2026
Position Summary
The Guest Experience Supervisor is a critical role to the overall success of the guest experience at Crystal Bridges and The Momentary. The Supervisor assists the Management Team in providing strong, positive, enthusiastic, and diverse leadership and oversight to the Guest Experience Associates, ensuring a safe and secure environment for artworks, guests, staff, volunteers, and members while maintaining a positive guest experience. The Supervisor supports policy development and enforcement, acts as a liaison to other museum departments, and, in the absence of the Guest Experience Management Team, takes responsibility for addressing unique situations in a timely manner. The role also performs Guest Experience Associate tasks when needed.
Principal Responsibilities
Ensure that all Guest Experience Associates follow established policies and procedures necessary to provide an excellent guest experience.
Assist the Management Team in planning daily operations, editing materials, and coordinating efforts and events involving the Guest Experience Department.
Create, maintain, and implement daily rotation schedules.
Act as the initial contact for communications and training with other departments.
Develop policies and procedures and respond immediately to resolve guest, volunteer, and staff inquiries and complaints while supporting museum policies.
Make decisions that require immediate action or attention.
Perform all duties of Guest Experience Associates and Call Center Associates.
Report security, personnel, and safety issues to the managers of Guest Experience.
Assist the management team in training and developing associates and assigned mentees.
Conduct annual reviews for assigned mentees and provide employee counseling, coaching, and development.
Assist in hiring Guest Experience Associates by participating in interviews focused on building a diverse and professional staff and encouraging employee retention.
Collaborate with and supervise the work of the Guest Experience team to ensure smooth daily operations in accordance with museum policies and procedures.
Provide basic first aid when necessary and become CPR‑trained.
Conduct pre‑ and post‑shift meetings with associates.
Manage Tessitura ticketing system, including hardware needs, software updates, data input, and related technology training.
Develop and maintain proficiency in Guest Experience related software such as Shiftboard, EMS, Google Docs, Shopify, and Microsoft Office Suite.
Coordinate with AWE accounting and management to ensure accurate cash handling procedures, deposits, and tills.
Assist in hiring Guest Experience Associates by participating in all interviews and deliberating on finalist candidates.
Develop and enforce Guest Experience‑related processes and procedures to enhance guest experience.
Act as the primary contact for communications and training with other departments regarding Guest Experience front‑line responsibilities.
Generate reports using data from a variety of sources, including Tessitura.
Assist in planning and running events, editing materials, and coordinating efforts involving the Guest Experience department.
Organize and provide training on department‑related technology such as Tessitura, scanners, Quest tablets, and radios.
Monitor stock of brochures, supplies, and materials and resupply/order as necessary.
Make decisions that require immediate attention.
Perform all other departmental duties as assigned.
Additional Responsibilities
Proactively seek and obtain information regarding museum policies, promotions, activities, and events to provide the highest level of guest engagement.
Report to work punctually, dressed in a clean, pressed, approved uniform and fully prepared for each scheduled shift.
Qualifications and Skills
Education, Training, and Traits
High School Diploma or GED and similar experience required. Associate degree from an accredited institute of higher learning preferred.
Driver’s license required.
Enthusiasm about being part of a team developing a major art museum with a strong visitor‑centered community dynamic.
Excellent attendance and punctuality.
Ability to use good judgment.
Ability to lead a team while continuing to perform Guest Services Associate tasks.
Ability to be patient and flexible while staying energized and focused on providing excellent customer service.
Ability to multi‑task.
Ability to be a team player.
Ability to recognize customer service concerns and address them professionally.
Good command of general computer applications and basic math skills.
Work Experience
Minimum two years of supervisory experience in customer service or related industry preferred.
Prior experience working with a computerized cash register system and ability to accurately balance a cash drawer preferred.
Licenses and Certifications
None
Physical Demands and Work Environment
Physical demands: Ability to communicate with others and utilize a computer for prolonged periods of time with good eye/hand coordination. Close vision required.
Work environment: Majority of work performed in the museum lobby. Noise level usually low to moderate. Evening and weekend work hours required.
Legal & Workplace Policies
All offers of employment are contingent on your successful completion (where permitted by state law) of a confidentiality agreement and background check. In addition, you will need to provide proper identification verifying your eligibility to work in the United States.
Crystal Bridges is an equal opportunity employer committed to building and maintaining a workplace that is free of discrimination and harassment of any kind. We encourage all qualified applicants to apply. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.
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