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 Guest Communications and Evaluation Lead who will delegate daily work to the Visitor Services team in collaboration with the Manager and Supervisors, lead admissions opening and closing procedures, and de-escalate difficult guest interactions. The Guest Communications and Evaluation Lead organizes feedback into a well-managed database and collaborates on the implementation of audience evaluations.
DUTIES AND RESPONSIBILITIES
Guest Communications and Evaluation (50%)
- The Guest Communications Lead monitors visitor feedback through various channels such as online reviews, comment cards, phone, and email, responding to feedback and inquiries with support from relevant departments and committees.
- In collaboration with designated Visitor Services Supervisor and Manager, the Lead crafts, maintains, and updates the post-visit survey and feedback database.
- Under guidance of Visitor Services Supervisor, Manager, and interdepartmental stakeholders, the Lead will conduct and analyze evaluations of visitors' experiences through basic onsite data collection and evaluation projects.
Visitor Services Floor Lead (25%)
- 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 (10%)
- 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.
Gallery Guides (10%)
- The Visitor Services Lead participates in the Burke Gallery Guide program, warmly welcoming visitors into the gallery spaces, assisting with wayfinding and offering interpretative assistance.
- With support of the Visitor Services Interpretation Lead, Supervisors and Manager, the Visitor Services Lead supports the “See-through-Experience” of the Burke by guiding visitors to activated spaces and sharing what is happening in the research labs and collections, caring for galleries and exhibits through spot cleaning and elevating critical issues.
- Acting as the eyes and ears of safety for guests, the Visitor Services Lead monitors guest behavior in the exhibits, communicating expected visitor code of conduct when needed, and alerting Onsite Support to assist with emergent issues.
Other Duties as Assigned (5%)
MINIMUM REQUIREMENTS
- High school graduation or equivalent AND Two years of clerical experience OR Equivalent education/experience
- Must be able to work 1 weekend day each week.
DESIRED QUALIFICATIONS
- Experience working in museums, visitor services, or customer service.
- Superb customer service skills including defusing conflict in a calm and professional manner
- Fluency in American Sign Language and/or languages other than English.
- Cash handling experience.