United States

TITLE:                    Visitor Experience Coordinator

DEPARTMENT:       Education

SUPERVISOR:        Director of Education

STATUS:                 Part time (26 hours/week plus additional variable hours at $17/hour)

SCOPE:                  

The Visitor Experience Coordinator is responsible for the public face of the Museum by managing the front desk, supervising the visitor experience staff, and building relationships with the Museum visitors. This role primarily functions in communicating the Museum’s programs and activities to the public, promoting excellent customer service in the Museum, and serves as a liaison between visitors and all departments in the Museum.  In addition, the VEC is responsible for all details related to the public face of the Museum during their shift, and is charged with leading the Museum Attendants to ensure that all works of art are working properly, that all of the Museum’s spaces are clean, and dealing with any other issue that may arise.                          

Responsibilities will include, but are not limited to:

• Actively greet the public and provide a warm welcome and orientation to the Museum and current programs.

• Sell general admission and public program tickets.

• Grow Museum membership through signing up new members, processing renewals, and providing general member support.

• Process all on-site Store retail sales.

• Record and track Museum, event, and program attendance.

• Open, close, and reconcile daily cash drawer. Handle cash and distribute complimentary tickets in accordance with Museum policies and procedures.

• Answer phone calls and respond to voicemails at the front desk.

• Prepare daily reports of Museum activity for Department Heads.

• Ensure that the coat room, front desk, kitchen, and all public Museum areas are kept tidy and clean and have updated information and collateral materials.

• With the Director of Education, identify and hire Museum Attendants.

• Oversee the Museum Attendants during each shift to ensure exemplary performance.

• With Director of Education, train and supervise Museum Attendants: facilitate understanding of safety procedures, along with deep knowledge of current exhibitions and the Museum’s history.

• With the Director of Education, convene quarterly (or as-needed) meetings with Museum Attendants to review exhibition content, new policies and procedures, and visitor services best practices.

• Create and maintain the monthly Visitor Services staff schedule and review and approve time sheets.

• Open and close the Museum each day.

• Provide school group and evening event support as needed.

In addition:

• Record and update TPX phone messages and voicemail boxes (update messages to reflect early closures, inclement weather, and holiday hours).

• Remain current on First Aid and Safety training.

• Maintain accident report for Museum visitors and staff in accordance with OSHA standards.

• Any additional responsibilities that will help strengthen the Museum’s mission.

Qualifications:

• Curious and motivated individual with specific interest in the arts

• Customer service experience required

• Supervisory experience required

• Excellent interpersonal and communication skills

• Experience working at a museum or cultural space preferred

• Prior cash handling experience and familiarity with programs including Excel, Square, and Shopify preferred

• Demonstrated ability to foster a positive, productive work environment, and a dedication to creating and maintaining a strong customer service culture

• The ability to observe and learn from visitor feedback and behavior

• Flexibility and the ability to manage staff in a fast-paced environment where demands often change

• Ability to hold staff accountable for following Museum policies and guidelines

• Proven ability to prioritize multiple demands in a fast-paced environment and exercise sound judgement under pressure

• Self-directed, highly organized, and a creative problem-solver with excellent follow-through

Other Factors:

• Must be able to work flexible schedule which will include nights, weekends, & holidays

• Lots of walking and/or standing, occasional lifting of materials for programs; occasional physical demands.

Schedule:

Friday, 11:30- 5:30

Saturday, 9:30-5:30

Sunday, 11:30-5:30

Monday, 11:30-5:30