Head Guest Services Representative Supervisor

Department:  Marketing
Locations:  Mackinaw City and Mackinac Island
Start/End Date:  February through October
Pay Rate:  starting at $14.50/hour

This position has been filled for the 2023 season.

Scope of Duties:
This position is responsible for training and supervising the overall duties of the Guest Service Representatives (GSR). The head GSR supervisor reports directly to the Sales Manager, and works closely with the lead supervisors and alternate lead supervisors. They will provide guidelines and leadership to ensure policies and procedures are followed.

The Head GSR Supervisor will also assist with scheduling and daily financial reports along with the overall performance of day to day business at all Mackinac State Historic Parks (MSHP) locations.

The Head GSR Supervisor, in conjunction with the Sales Manager, will interview, hire, train, schedule, coach and supervise museum store clerks and guest service representatives as they work at sales locations throughout the MSHP sites. The position will also assist the sales manager in coordinating the receiving, marking, distribution and warehousing of museum store merchandise and publications. The Head GSR Supervisor will assume lead supervisor shifts when necessary.

Work Location:
The assigned work location for this position is Mackinaw City with frequent travel to Mackinac Island during the months of May to October, although the work location is subject to change based on park needs.  The Head GSR Supervisor may be reassigned on a temporary basis to another MSHP location for special projects as deemed necessary. Position may be required to travel regionally, statewide or nationally for organizational business and/or to attend training sessions as directed.


  • Point of Sales Responsibilities:
    • Assist with implementation and upkeep of the current POS system. This includes setting up and taking down work stations seasonally.
    • Responsible for and undertake the training of GSR’s on the point of sale system, this includes updating sale documentation, policies and procedures along with training manuals as needed.  This includes onsite GSR training throughout the season.
    • Respond, resolve and record problems from site locations related to changes to POS database and software.
    • Report system issues to Sales Manager or Chief of Finance.
  • Guest Services and Museum Store Staff Responsibilities:
    • Provide a course of action and guidance to guest service representatives and lead supervisors.
    • Take a leadership role in the development and implementation of museum store clerk and GSR staff member orientation (early May and early June); review, evaluate and update GSR teaching manuals and materials.
    • Develop and implement comprehensive training program and evaluation for staff operating admission booth and museum store computerized cash registers. Ensure all staff member’s successfully complete program prior to working alone with guests.
    • Conduct monthly GSR meetings at various locations.
    • Supervise GSR staff work schedules, maximizing visitor satisfaction through increasing time Lead GSR’s spend on the front line and providing sufficient GSR coverage at all sales locations.
    • Review museum store clerk and GSR work schedules in conjunction with group reservation sheets to ensure adequate staffing levels at all sites especially during the spring school group season, summer holidays and special sales and events.
    • Coach GSR staff members and museum store clerks on a day-to-day basis in cooperation with lead GSR staff. This includes ongoing communications with other department supervisors.
    • Attend training sessions as assigned; review and implement development programs; research and recommend methods to strengthen the effectiveness of museum store clerk, GSR staff development techniques and programs.
    • Utilize motivation techniques to promote museum store clerk and GSR staff morale and productivity.
    • Distribute and maintain an inventory of museum store clerk and GSR uniforms; arrange for cleaning and storage of uniforms and costumes.
    • Serve as regular-back up to GSR/lead supervisor staff during high guest traffic periods, especially during the school group season.
    • Any other duties that may come up
  • Museum Store Merchandising Responsibilities:
    • Assist with marking museum store merchandise with price labels and to take an active role with museums store set up at the beginning of the season and pack up at the end of season.
    • Work with sales manager to coordinate the store merchandise price labeling and warehousing process. Provide museum store merchandisers with price labels and merchandise to label.  Work with park managers to transfer merchandise to merchandise storage warehouse and store sites.
    • Assist in year-end inventory counts.

Proficient in Point of Sale computer systems, networking and Microsoft Office programs.

Education (Preferred): Associate’s Degree in Marketing, Business Administration, History, Liberal Arts, General degree or related field.

may substitute

Three or more years of sales experience, one of which has been in supervision of a work force of not less than five individuals.


  • Minimum of two years retail or direct sales experience
  • Minimum of two year supervisory experience
  • Assisting in the development of sales and marketing plans
  • Demonstrated ability to meet established goals
  • Public speaking
  • Knowledge of basic bookkeeping and cash handling procedures


  • Excellent verbal and written communications skills.
  • Detail-oriented and possess a strong organizational and time management skills.
  • Report writing and presentation skills.
  • Creative and flexible sales skills and techniques.
  • Ability to maintain composure in stressful situations.
  • Demonstrates initiative and continually looks to improve the quality, quantity and effectiveness of his/her work.
  • Ability and willingness to travel to all MSHP locations on a daily basis.
  • Ability to assist in planning and implementation of sales programs and marketing plans. Ability to monitor and adjust sales programs.
  • Must be organized and thorough in work duties. Ability to adapt to change.
  • Excellent public relations and public speaking skills.
  • Ability to work a flexible work schedule, which will include weekends, holidays and evenings.
  • Ability to work independently, but within a team environment.
  • Ability and willingness to travel throughout the region and state for the purpose of staff recruitment.
  • Good knowledge of region or ability and desire to learn.

The position requires frequent ferry transportation to and from Mackinac Island and may be exposed to inclement weather conditions during the course of performing the daily work duties and/or while walking to and from park sites. Must possess the ability to do the following activities with or without reasonable accommodations:

  • Frequent lifting and/or carrying of objects
  • Walking long distances and up steep inclines in all weather conditions
  • Frequent twisting, bending, stooping, reaching and grasping
  • Sitting and/or standing for long periods of time
  • Ability to utilize ferry boat transportation to and from Mackinac Island

Employment Information:
Mackinac State Historic Parks is managed by the Mackinac Island State Park Commission (MISPC) – an agency of the State of Michigan. The Head GSR Supervisor position is an annually renewable contractual position with possible renewal based on performance and availability of funds; this is not a Civil Service position. This position reports directly to the Sales Manager. A probationary period will be established during the initial period of employment. All MSHP facilities are non-smoking. The Head GSR Supervisor position will generally work between nine and ten months per fiscal year and be laid-off the remainder of the fiscal year [although the number of weeks worked may change as dictated by park needs and budget]. The employee is expected to be available for assignment to a flexible work schedule which will include evenings, holidays and weekends as park needs dictate, particularly during the summer months. Although this position is generally scheduled to work 40 hours per week the hours and days worked may differ during the season and the off-season. This position is based in Mackinaw City with frequent travel to Mackinac Island, particularly from May to October. Position may be reassigned on a temporary basis to Mackinac Island for special projects as deemed necessary. This position may be required to travel on a regional, statewide or national basis for park business and/or to attend training.

Click here to fill out an application.

Questions or cannot apply online?
Please contact:

P.O. Box 873
Mackinaw City, MI 49701
231-436-4100 x111

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