Who We Are
Founded in 1926, the Colonial Williamsburg Foundation is a private, not-for-profit educational, historic, and cultural institution that owns and operates one of the largest and best-known museum complexes in the world. Our mission is “that the future may learn from the past” through preserving and restoring 18th-century Williamsburg, Virginia’s colonial capital. We engage, inform, and inspire people to learn about this historic capital, the events that occurred here, and the diverse peoples who helped shape a new nation.

Today, Colonial Williamsburg is the largest living history museum in the U.S. The Historic Area is the 301-acre restored colonial capital with 88 original buildings and 525 buildings reconstructed to how they appeared in the 18th century through extensive archaeological, architectural, and documentary research. The Historic Area is staffed by highly trained, historically dressed interpreters and expert tradespeople who bring the 18th century to life. The Foundation also owns and operates two world-class museums, the DeWitt Wallace Decorative Arts Museum, and the Abby Aldrich Rockefeller Folk Art Museum, The Bob and Marion Wilson Teacher Institute, and a renowned research library, the John D Rockefeller Jr Library.

Additionally, Colonial Williamsburg is home to five world class accommodations at the Williamsburg Inn, Williamsburg Lodge Autograph Collection, the Griffin Hotel, the Williamsburg Woodlands Hotels and Suites and the unique Colonial Houses in the Historical Area. Visitors may also indulge in food and drink at our many on site restaurants and taverns that blend a historically inspired dining experience with today’s evolved tastes. Each year over 5 million people visit Williamsburg and another 20 million engage with us digitally.

About the Position

The Supervisor of Guest Services serves as a first point of contact for onsite guests, brand and experience ambassador for The Colonial Williamsburg Foundation. This position will oversee the day-to-day operations of guest entry points and supervise a team of guest service agents, dedicated to ensuring that guests are provided world-class service throughout their Colonial Williamsburg experience. The Supervisor of Guest Services will ensure that the Foundation’s mission-based objectives are top-of-mind, promote effective stewardship of resources, and facilitate satisfaction throughout the customer journey for both internal and external audiences.

Essential Functions:

1. Supervise team of guest service agents across primary guest entry points to include the Colonial Williamsburg Regional Visitor Center, Lumber House Ticket Office, Art Museums of Colonial Williamsburg, and the Historic Area proper, ensuring training to deliver a world-class guest experience to those visiting onsite locations, including daily stand-ups with all agents on shift.
2. Work with Data Analyst to ensure that data collected by frontline staff meets data collection standards as defined by CW IT.
3. Oversee efficient stewardship of Foundation resources to include operating budgets, staff scheduling and operational procedures, including conducting routine performance audits of agent and lead agent performance.
4. Complete bi-weekly payroll, cash and bank audits, and reconciliations in accordance with Foundation policies and procedures.
5. Review and report out guest satisfaction survey information with frontline staff, pivoting as needed to enhance performance scores and address any issues in an efficient, nimble way.
6. Conduct routine maintenance checks of physical Visitor Center structure and Lumber House ticket office to include reporting any needed repairs, cleaning, modifications and improvements, while looking for opportunities to engage guests while onsite.
7. Actively evaluate wait times, any customer pain points, and available materials (wayfinding, maps, standard signage, online information) to ensure a world-class visitor experience.
8. Liaise with Historic Area operations team, colleagues within the Education Strategy & Civic Engagement division, CW IT, Colonial Williamsburg Resorts, and others.

Supervision to be Exercised: Lead Guest Services Specialists (2), Guest Service Specialists (up to 30)

Required and Preferred Education and Experience:

Required: Five years of progressively responsible work experience including two years of supervision in a customer service-related field. Knowledge of general cash handling policies and procedures including audit processes, reconciliations, etc. Familiarity with customer relationship management systems (CRMs).

Preferred: Bachelor’s degree from an accredited university. Proficiency with Tessitura CRM. Proficiency with Kronos time scheduling software.

Qualifications:

• Must be able to demonstrate guest-centric team leadership, promoting mission-based objectives.
• Familiarity with guest service best practices, ADA regulations, and budget management practices.