Guest Experience Supervisor

Location

On-site - Louisville, KY

About the Role

The Dot Experience - part factory tour, attraction, museum and center for education - has a mission to change perspectives about blindness and empower individual action toward a world that welcomes everyone. The Dot Experience design and opening aims to set new standards for accessibility and inclusion. This new attraction is scheduled to open in fall 2026. It is nested within the structure of American Printing House, serving as the headquarters’ new front door, and operates as a component part of the organization.

We’re looking for a detail-oriented and mission-aligned personality to support the Dot Experience Director in this exciting start-up phase by delivering high-quality visitor experience, from first interactions with welcoming staff to final purchases in a uniquely accessible gift shop. Reporting to the Dot Experience Director, this role oversees the areas of ticketing, group welcomes, retail sales and special events. Acting as a bridge between leadership and frontline execution, you’ll help ensure all visitor interactions are aligned with The Dot Experience’s vision and mission, and continuously improves the guest experience through operational excellence, accessibility, and inclusive practices.

The position requires flexibility to work evenings and weekends.

Key Responsibilities

• Lead daily visitor experience operations, ensuring exceptional, welcoming, accessible, and inclusive service from arrival through departure.
• Supervise, train, and cross-train staff to support tours, educational programs, retail operations, ticketing, and special events.
• Oversee ticketing, merchandise sales, and accessible merchandising standards, including APH’s unique product tagging and labeling systems; resolve visitor concerns and identify opportunities to enhance the guest experience.
• Coordinate and support special events, overseeing visitor-facing operations, ticketing, gift shop displays, merchandise offerings, and event logistics as assigned.
• Track and evaluate visitor data through the POS system; prepare reports, provide insights to leadership, and oversee monthly and annual budgeting.
• Develop and implement policies, procedures, and operational improvements that enhance efficiency, accessibility, inclusion, and the overall visitor experience.
• Model and advance the museum’s mission-driven approach to accessibility and inclusion, recommending improvements to visitor experiences, event logistics, and market spaces.