Visitor Services Lead

The Portland Art Museum

The Visitor Services Lead works as part of a team to create and maintain a welcoming, informative, inclusive, and friendly experience for all visitors. Staff in this role proactively interact with Museum visitors to provide exceptional customer service and uphold the values of the Museum (creativity, connection, learning, accessibility, and accountability). The position assists the leadership team with overseeing the daily workflow of the Visitor Services Department. This position is primarily stationed in the Museum’s lobbies and may rotate throughout locations in the Museum as needed. This position does not assume managerial or staff supervision responsibilities. The VSA lead role supports the daily operations of the Museum.

The Portland Art Museum (PAM) strives to be an inclusive institution that facilitates respectful dialogue, debate, and the free exchange of ideas. With a deep commitment to artists – past and present – and freedom of expression, the Museum and Northwest Film Center’s collections, programs and staff aspire to reveal the beauty and complexities of the world, and create a deeper understanding of our shared humanity. We are a Museum for all, inviting everyone to connect with art through their own experiences, voices, and personal journeys. The Northwest Film Center (NWFC), a sister organization to the Museum, is a regional media arts resource and service organization founded to encourage the study, appreciation, and utilization of the moving image arts, foster their artistic and professional excellence, and to help create a climate in which they may flourish. PAM and the NWFC are committed to advancing equity and inclusion by creating a diverse and inclusive workplace. We will continue learning as we work to evolve as an Institution, recognizing that this journey has no end and our commitment must remain. We have an active equity team currently engaged in a year-long journey to examine our internal culture and the work we do through an equity lens. We look forward to having all colleagues join and contribute to this important work.

Responsibilities
  • Serves as an example and resource to Visitor Services Associates. Must be a positive role model and uphold the Museum’s values, equity and inclusion, and access.

  • Provides additional support to Visitors Services Staff and volunteers when needed.

  • Oversees daily floor operations including lobby set-up, traffic flow, and line assistance.

  • Perform opening and closing procedures and ensure items on checklist have been completed; includes cash control, equipment distribution, gallery checks, etc.

  • Leads daily Visitor Services Meetings, relays information about programs and events, tours, and any pertinent changes and updates that impact the day’s activities.

  • Works with leadership team to assess and assign staff and volunteer coverage.

  • Acts as point of contact for escalated visitor issues. Practices de-escalation and upholds the value of inclusion at the Museum.

In addition to the above lead essential functions, this role encompasses the duties of the Visitor Services Associates:

  • Greet, welcome and assist all visitors upholding the values of equity, inclusion and access. Role actively acknowledges bias.

  • Proactively engage visitors by providing information regarding Museum content, programs, membership, campus/policy information.

  • Provide exceptional customer service in daily face-to-face interactions with Museum visitors and uphold an environment that is welcoming, friendly and approachable.

  • Facilitate admission process for all visitors and assist them in planning their museum experience/visit.

  • Utilize point of sale system to sell tickets and conduct transactions.

  • Utilize radio for department communications and other technology such as i-pad, etc.

  • Scan tickets and provide assistance at events, lectures, and programs.

  • Become familiar with the Museum’s collections, programs, and facility.

  • Collaborate with the Curatorial & Learning and Community Partnerships Departments to learn about opportunities to share with visitors.

  • Provide direction and assistance to visitors to ensure that museum protocols and safety procedures are being met.

  • Collaborate with the Protection Services Dept. to safeguard visitors and art by observing activity in the museum. Report damage or any situation that needs follow-up.

  • Ensure easy and efficient visitor flow and way finding throughout the Museum.

  • Complete all required ongoing training, including but not limited to: visitor orientation, customer service, visitor engagement, safety training (CPR certification, AED training, emergency response), collection training, equity and inclusion, and access training.

Requirements
  • High school diploma, GED or equivalent combination of education and experience required.

  • 1 year previous experience leading people required.

  • 1 year or more previous experience in a high traffic customer service setting; hospitality, retail, attractions, or cultural organizations.

  • Enthusiasm for helping people and for the Museum’s mission and vision. People first attitude.

  • Must possess excellent interpersonal and verbal communication skills. Comfortable with presenting information to large and small groups of people in a public setting.

  • Be respectful of diverse identities. Comfortable with and desire to engage with all visitors.

  • Identify and positively resolve visitor issues in the moment; strong decision making and judgement skills necessary. Knowledge of unconscious bias and awareness of microagressions.

  • Actively participate in promoting the Museum’s equity and inclusion and access goals.

  • Must be discreet in managing confidential information.

  • Can prioritize tasks and adapt an ever changing environment.

  • General familiarity with Microsoft Office Suite and Google platforms.

  • Experience with point of sale systems, cash handling and reconciliation experience preferred.

  • Role requires incumbent to remain stationary for prolonged periods of time and includes occasional movement through the Museum.

  • Spanish language and ASL preferred, but not required.

  • Must be available to work weekends, holidays, and special events as necessary.

How to Apply

This is a full-time (35-40 hours per week), non-exempt position. Work days can vary but typical days off include Monday-Tuesday or Monday and Wednesday, alternating. Weekend and evening availability is required. Scheduling for this position is: Tuesday- Wednesday-9:00am to 5:30pm., Thursday 9-5:30 and Friday 12-8:30pm., Sat-Sun 9am-5:30pm. For applicant’s knowledge regarding scheduling, please note– this role is ongoing so those available for winter break hours only cannot be considered. The busiest season is during the winter holidays, so those applicants not planning travel during the holiday will be the best fit.

Compensation is $16.00 an hour. This position is eligible for the Museum’s benefits package first of the month following 30-days of full-time employment. Benefits include medical and dental, paid time off (vacation, sick, holiday, jury duty, bereavement), long-term disability and AD&D, and a variety of perks such as free Museum admission, Gift Shop discounts, and screenings at the NW Film Center. Please see our website for more details.

To apply online visit: www.portlandartmuseum.org/careers follow the link to create a profile. Resumes received without completed employment application will not be considered. Please no drop ins. For questions or accommodation please contact hr@pam.org.

The Portland Art Museum is an Equal Opportunity Employer.

Closing Date: October 31, 2019 at 4 PM PST

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Posted on October 23