Visitor Experience Lead

Employment Type Full Time Hourly Non Exempt TemporaryPermanent Permanent Deadline to Apply This application will remain open until 1159pm on Friday February 20 2026 Rate of Pay 1750 2091 per hour commensurate with experience This wage band is set and not subject to negotiation Job Purpose The Visitor Experience Team Lead plays a key role in enhancing the overall visitor experience at Bishop Museum This position is responsible for engaging with guests and supporting a variety of operational and programming functions that ensure a positive and memorable visit This role involves leading and motivating a team of Visitor Experience Advocates providing guidance training and fostering a collaborative environment to meet performance standards The Visitor Experience Team Lead ensures compliance with museum policies addresses guest complaints with professionalism and proactively seeks opportunities to improve guest experiences Duties and Responsibilities Serve as the first point of contact for visitors both in person and through various communication Coordinate and oversee daily operations ensuring smooth execution of guest services including ticketing tours and events Lead and motivate a team of Visitor Experience Advocates ensuring they meet performance standards and provide exceptional service Provide guidance training and support to team members fostering a positive and collaborative work environment Ensure compliance with museum policies and procedures ensuring safety cleanliness and operational efficiency Handle guest complaints or escalated issues with professionalism finding solutions that align with the museums values and policies Proactively identify opportunities to improve guest experiences and address any operational challenges Communicate effectively with leadership and other teams regarding guest feedback operational needs and performance Works with the Reservationist to confirm execute and follow up on reservations for Bishop Museum public programs and events Assists with greeting groups at the direction of the Reservationist Works with Human Resources to coordinate orientation scheduling and training for volunteers Performs other duties as assigned Qualifications High school degree required; Business Administration Travel Industry Management degree preferred Minimum 5 years of experience in customer service hospitality or a similar field is often required Demonstrated experience in managing or leading a team with the ability to motivate guide and mentor staff in a customer service hospitality or museum environment Minimum 3 years of experience with a point of sale POS system preferably Altru or a similar system for ticketing and admissions Familiarity with Hawaiian or Pacific culture and history preferred CPR First Aid AED certification a plus Other Requirements Flexibility in working hours as some evening and weekend work is required Must have valid Hawaii Drivers License Proficiency in one or more additional languages can be a plus especially in areas with diverse visitor populations Direct Reports Visitor Experience Advocates Volunteers Working Conditions Evening and weekend work are required Working outdoors in the elements and at times in a brightdark environment is frequent Employees will be working in busy sometimes noisy spaces and on their feet for long periods of time Ability to stand or move around for long periods especially in large visitor areas or during busy times Physical Requirements Ability to work in low lit areas and to stand and walk for an extended period of time Disclaimer The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job This is not intended to be an exhaustive list of all the responsibilities duties and skills required The incumbent may be expected to perform other duties as assigned Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities Please contact us at hrbishopmuseumorg or 808 848 4107 if you require a reasonable accommodation to apply for a job or to perform your job Examples of reasonable accommodation include making a change to the application process or work procedures providing documents in an alternate format using a sign language interpreter or using specialized equipment Equal Opportunity Employer We are proud to be an equal opportunity employer All qualified applicants will receive consideration for employment without regard to age ancestry citizenship or immigration status color disability ethnicity familial status gender identity andor expression genetic information marital status national origin race religion sex sexual orientation veteran status or any other protected status