

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 18th-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:
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:
Preferred Qualifications:
Key Skills / Competencies:
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