Employment Type: Full-Time, Hourly, Non-Exempt

Temporary/Permanent: Permanent

Deadline to Apply: This application will remain open until 11:59pm on Friday, February 20, 2026.

Rate of Pay: $17.50 - $20.91 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 museum�s 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 Hawai�i Driver�s 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 bright/dark 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 [email protected] 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 and/or expression, genetic information, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other protected status.