Description:
The Museum Guest Services Coordinator plays a pivotal role in ensuring a positive and memorable experience for visitors to the museum. Under the direction and support from the Director of Museum Operations, this role involves overseeing and managing various aspects of guest services, including ticketing, information dissemination, visitor engagement, tours, and ensuring a smooth flow of operations within the museum. The coordinator is responsible for leading a guest services team consisting of part-time employees and students, fostering a welcoming atmosphere, and contributing to the overall success of the museum's mission to educate, inspire, and entertain visitors. This is not a remote position.
Requirements:
Essential Functions:
Visitor Engagement:
- Scheduling weekly coverage and monitor the coverage.
- Greet and welcome visitors to the museum, providing a warm and inviting atmosphere upon entry.
- Answer visitor inquiries, provide information about exhibitions, events, and museum amenities.
- Offer guidance on the museum layout, highlighting key points of interest and assisting with wayfinding
Ticketing and Admissions:
- Oversee ticketing operations, ensuring efficient and accurate processing of admission fees.
- Train and supervise staff members responsible for ticket sales, memberships, and group reservations.
- Maintain up-to-date knowledge of admission rates, special offers, and membership benefits.
Team Leadership:
- Recruit, train, and manage a team of guest services representatives.
- Set clear expectations, provide ongoing feedback, and organize regular weekly team meetings.
- Foster a collaborative and customer-focused work environment.
Information Dissemination:
- Develop and maintain a comprehensive understanding of current and upcoming exhibitions, programs, and events.
- Disseminate information to visitors, both in-person and through digital platforms, ensuring accuracy and consistency.
Conflict Resolution:
- Address visitor concerns, complaints, and conflicts in a professional and empathetic manner.
- Work to resolve issues promptly and escalate matters as necessary.
Visitor Services Enhancement:
- Collaborate with other college units and services to identify opportunities for enhancing visitor experiences.
- Provide input on visitor feedback and contribute to the continuous improvement of guest services.
Accessibility and Inclusivity:
- Ensure that the museum is accessible and welcoming to all visitors, including those with diverse backgrounds and needs.
- Implement strategies to accommodate visitors with disabilities, language barriers, and other special requirements.
Collaboration and Communication:
- Coordinate with other college units and services, including academic, security, and facilities, to ensure seamless operations.
- Communicate effectively with staff, volunteers, and external partners to promote a unified guest services approach.
Record Keeping and Reporting:
- Maintain accurate records of visitor statistics, feedback, and other relevant data.
- Generate regular reports on visitor trends and feedback for management and strategic planning purposes.
Job Requirements:
Education: Bachelor’s degree in hospitality management, Arts Administration, Museum Studies, or a related field (or equivalent experience).
Experience: Experience in higher education desired. Experience with a Service Desk ticketing system or Customer Relationship Management (CRM) desired.
Skills:
- Previous experience in customer service, guest relations, or front-line operations, preferably in a museum, cultural institution, or hospitality setting.
- Strong interpersonal skills and the ability to communicate effectively with diverse audiences.
- Leadership and team management experience, with the ability to motivate and develop a team of guest services representatives desired. Training will be provided.
- Knowledge of museum operations, exhibitions, and programs, and a genuine passion for art, culture, and history.
- Proficiency in using ticketing and point-of-sale systems, as well as basic computer software.
- Exceptional problem-solving and conflict resolution skills.
- Adaptability and the ability to thrive in a fast-paced, dynamic environment.