Guest Service Supervisor - Call Center

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 18^th-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 89 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 Guest Service Supervisor - Call Center provides daily leadership in a high‑volume, guest‑focused contact center supporting reservations for lodging, dining, recreation, and Historic Area programming. In addition to supervising the team, this role actively assists with reservations and works alongside agents to ensure every guest receives timely, accurate, and exceptional service in a fast‑paced, revenue‑generating environment.​  

Main Duties:  

Responsibilities include but are not limited to: 

• ​​Provides daily leadership and oversight for a high‑volume call center supporting reservations for lodging, dining, recreation, and Historic Area programming. 


• Works alongside call center agents to assist with reservations and ensure all guests receive timely, accurate, and exceptional service. 


• Monitors call volume, service levels, and staffing throughout the day to maintain operational performance in a center generating approximately $7.5M in annual revenue. 


• Supports agents in real time by answering questions, resolving guest issues, and ensuring accuracy in revenue‑impacting transactions. 


• Oversees daily workflow, including scheduling, break management, and workload distribution to meet service and productivity targets. 


• Recruits, interviews, hires, and trains new staff; provides ongoing coaching and development to support team performance. 


• Conducts timely and constructive performance evaluations. 


• Ensures consistent communication with team members regarding updates, policies, programming changes, and Historic Area cancellations requiring guest outreach. 


• Partners with internal departments to resolve guest concerns, coordinate programming updates, and support operational needs.


• Maintains accurate documentation, reporting, and follow‑up on guest interactions, service issues, and operational trends. 


• Supports a seven‑day‑a‑week operation; this position may require occasional evening or weekend hours with prior approval. 
   

This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act (FLSA). This position may be subject to overtime during high peak times, etc. as directed and approved by the supervisor. 

This job description reflects the general responsibilities of the position and is not intended to be an exhaustive list. Duties and responsibilities may evolve over time based on operational needs. 

Required Education and Experience: 

• Direct experience in a call center, reservations, or guest‑service environment. 


• Experience working in a high‑volume, customer‑facing operation. 


• Supervisory or lead experience in an operational or service‑focused setting.​ 


• High school diploma or equivalent.


• College coursework or equivalent education, experience, or training in a related field. 

Preferred Qualifications: 

• Experience with reservation or call‑center software systems (e.g., Opera, Delphi, Salesforce, or similar platforms).


• Background in hospitality, tourism, or a guest‑service–driven environment. 


• Familiarity with multi‑channel contact center operations (phone, email, chat). 


• Experience working within a museum, cultural institution, or nonprofit setting. 


• Knowledge of Colonial Williamsburg programming, amenities, or guest‑facing services.​ 

Key Skills / Competencies: 

• Strong problem‑solving skills with the ability to make sound, timely decisions in a fast‑paced environment.


• Excellent verbal and written communication skills for guest interactions and team support. 


• Ability to manage competing priorities while maintaining accuracy in guest‑facing transactions. 


• Demonstrated ability to lead, motivate, and support a team in a service‑driven setting. 


• High level of adaptability and composure when handling high call volumes or complex guest needs. 


• Proficiency with computer‑based reservation or call‑center systems and the ability to learn new platforms quickly. 


• Strong attention to detail and commitment to delivering exceptional guest service. 


• Ability to foster a collaborative, inclusive, and positive team environment.​ 

Budgetary Responsibilities: 

​​The position is partially responsible for managing the hourly labor budget of approx $30k per month, including scheduling, monitoring daily staffing levels, and ensuring alignment with approved labor targets. It does not make independent decisions about broader departmental spending outside of hourly staffing.​ 

Supervisory Responsibilities: 

​​This position provides direct supervision for the Call Center team, including:   Day‑to‑day oversight of call center agents, responsibility for work assignments, scheduling, and daily workflow management, and authority over hiring, training, performance evaluations, and corrective action as needed. 
 
Physical and Environmental Demands: 

 Stand: long periods frequently 
Walk: long periods Occasionally 
Sit: long periods frequently 
Use hands/fingers: Frequently 
Climb or balance: Rarely 
Stoop/kneel/crouch/crawl: Rarely 
Reach with hands/arms: Occasionally 
Talk or hear: Constantly 
Lifting up to 10 lbs: Occasionally 
Lifting up to 25 lbs: Occasionally 
Lifting up to 50 lbs (with assistance): Rarely 
Lifting up to 100 lbs (with assistance): Rarely 
More than 100 lbs (with assistance): Rarely 
Wet/humid conditions: Rarely 
Work near moving mechanical parts: Rarely 
Fumes/airborne particles: Rarely 
Extreme cold: Rarely 
Extreme heat: Rarely​ 

Typical Work Schedule: 

Full time approximately 9am - 6pm weekend required special scheduling during peak season​