• 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.

• 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.