Visitor Services Supervisor

Application Deadline: 7 October 2026

Department: Operations

Location: Museum of Contemporary Art Toronto, Canada

Compensation: CA$29.00 / hour

Description

Position Summary

Posted on: Sept 25, 2026
Closing on: October 7, 2026
Location: Toronto, ON
Employment Type: Casual
Remote/Onsite: Onsite
Level: Supervisor
Report to: Visitor Services Manager
Start date: November 4, 2026
Salary: $29.00 per hour (plus in lieu of vacation 4% and benefits 4.5%)
Benefits: Attractions Ontario Benefits and Toronto Attractions Council Benefits

The Visitor Services Supervisor is responsible for overseeing all aspects of the public's interaction with the museum, with a key focus on driving sales and enhancing the visitor experience. This role includes welcoming visitors, ensuring the safety and security of artworks, managing the opening and closing procedures, and supervising the front-of-house team. As the primary on-duty problem-solver, the Supervisor actively collaborates across departments to maintain a consistent and welcoming environment while strategically tracking, motivating, and leading the front-of-house staff to meet and exceed merchandise and membership sales targets.

We are also interested in candidates who are open to occasionally taking on Visitor Experience Guide shifts as a secondary role. This may provide opportunities for additional shifts while helping to support operational and scheduling needs.

Key Responsibilities

• Directly supervise front-of-house staff and be the main point of contact
• Work with management and staff to monitor and ensure our visitor experience, housekeeping, security and appearance standards are consistently met
• Ensure visitor-facing information is accurate and consistently available
• Complete daily opening and closing procedures (ex. turning exhibitions on/off, cash, retail, etc.), including display of museum retail items, promptly addressing customer inquiries, and packaging merchandise
• Motivate the front-of-house team to provide both excellent customer service and security of the artwork, creating a seamless museum experience
• Assign work daily and create break schedules
• Be available to answer questions throughout the museum and enforce museum policies and procedures
• Monitor visitor information inboxes and phone lines
• Provide support and leadership during special events, programming, venue rentals, and other projects as needed
• Complete payroll approvals on the scheduling software, making any necessary adjustments to the schedules (i.e. PEL days, shift swaps, etc.)
• Be a point of contact for staff when it comes to time-off requests and scheduling feedback, liaising with the Visitor Services Manager as appropriate
• Support the Visitor Services Manager with ticketing and point-of-sale systems (admissions and retail, adjusting inventory, etc.)
• Support marketing and membership teams to compile visitor data
• Motivate the front-of-house team to increase merchandise and membership sales.
• Support exhibitions and curatorial teams, following their instructions when it comes to monitoring and maintaining artwork
• Complete all required paperwork promptly and accurately
• Uphold strict confidentiality regarding employee and organizational information, ensuring sensitive data/information is shared only with authorized individuals
• Ensure the cleanliness of the gallery and washrooms, addressing any issues directly or coordinating with onsite cleaning staff as necessary
• Uphold and enforce all organizational policies and procedures to maintain a safe and welcoming environment for all visitors and staff.
• Other duties as assigned by Visitor Services Manager and Director of Operations & HR
  
  
  

Skills, Knowledge and Expertise

Must-haves

• A minimum of two years experience in a customer service supervisory role
• A minimum of one year of experience motivating a team to increase sales
• Outstanding social, customer service and relationship management skills
• Experience in customer service in hospitality, retail, attractions, or cultural sector
• Highly effective and clear written and verbal communication skills
• Must be able to stand and move around public areas of the museum for extended periods of time; some lifting may be required
• Able to work weekends, evenings, holidays, and special events with short notice
• Ability to use Google G-Suite
  
  

Nice-to-haves

• Post-secondary education in museum studies, hospitality, art history, and arts administration or other relevant field
• Experience ticketing/database software such as Agile
• Knowledge of admissions, cash handling, membership sales
  
  

Benefits

• Attractions Ontario Benefits
• Toronto Attractions Council Benefits