Description:
Duties and Responsibilities
- Coordinate daily floor operations, assignments, and adherence to departmental policies and procedures for permanent and contract staff as instructed by Visitor Services supervisors
- Ensure the coverage of all public posts and the completion of special projects in rhythm with daily and seasonal attendance flows. Actively participate in operations, filling public posts as needed throughout the day
- Contribute to onboarding and ongoing training plans for all employees. Ensure that the team is informed, equipped, and empowered for daily operations and implementing new initiatives.
- Encourage feedback from Representatives; share perspectives with the management team to aid in the improvement and evolution of operations
- Understand advanced ACME transacting and reporting, including (but not limited to) attendance, bankout, and sales snapshots. Use data to help establish and exceed sales goals through incentive programs
- Conduct service recovery for failures and challenges with the visitor experience. Report escalated incidents to management and Protection Services
- Update employee attendance, training, and disciplinary logs on a daily basis. Connect with Supervisors to ensure timely follow-through
- Maintain storage areas and monitor inventories for admissions and office supplies
- Support Visitors’ Center operations and external communications (phone, email, mail). Share and respond to visitor feedback to help connect the pre and post-visit experiences
- Attend departmental and interdepartmental meetings as assigned to effectively connect and communicate Visitor Services operations and procedures to other areas of the Museum
- Participate in Visitor Services strategy, planning, and goal-setting. Assist with the execution of new admissions offers, events, and programs. Work with the management team to identify and implement targets, timelines, and metrics to measure success
Qualifications
- 3-5 years of customer service experience required; experience in a museum or cultural institution preferred
- Excellent communication skills (verbal and written)
- Microsoft and Google Suite experience is required
- Weekend, holiday, and some after-hours availability is required
- Must be positive, proactive, personable, and empathetic
- Bachelor’s Degree preferred