Visitor Experience Assistant

Description:

The Burke Museum values the critical role that frontline staff play in creating an onsite experience that is accessible, inclusive, and connects museum guests to our mission. To support this, we are seeking a collaborative, people-oriented Visitor Services Lead who will delegate daily work to the Visitor Services team in collaboration with the Manager and Supervisors, lead admissions opening and closing procedures, de-escalate difficult guest interactions, and elevate notable issues to supervisors.

Responsibilities include but are not limited to:

Visitor Services Floor Lead (40%)
The Visitor Services Lead plays a critical role in supporting daily operations of the museum, including opening and closing of admissions and store registers, preparing the museum to welcome visitors and running end-of-day reports. The Visitor Services Lead delegates daily tasks to Visitor Services staff, connecting staff and guests to museum protocols, and responding to emergencies when needed. This includes de-escalating difficult visitor interactions in a calm and respectful manner, embodying our empathetic guest service philosophy, and alerting Onsite Support of issues that need immediate attention. In this role, the Visitor Services Lead acts as a key line of communication representing the guest and floor staff experience to the Visitor Experience leadership in order to inform policies.

Admissions, Store, and Membership (25%)
The Visitor Services Lead directly welcomes visitors, modeling and providing excellent guest service for the Visitor Services staff. This includes orienting visitors, assisting with wayfinding, sharing information about the museum and the surrounding area. At the Admissions Desk, the Lead processes ticket, membership and store transactions, maintaining knowledge of current prices, discounts, and promotions. The Lead oversees line management and entry procedures, actively promoting a clean, safe and orderly museum entry and store experience. In support of Membership, the Visitor Services Lead maintains knowledge of current Member promotions and sales goals, and models best practices.

Burke Visitor Email and Phone Line Management (20%)
In collaboration with the designated Visitor Services Supervisor, the Visitor Services Lead answers visitor services related phone-inquiries and emails sent to the Burke Visitor Services general email box. This involves directing inquiries to other departments, answering questions related to visit planning, and scheduling group visits.