Manager Visitor Engagement

The Art Institute of Chicago shares its singular collections with our city and the world. We collect, care for, and interpret works of art across time, cultures, geographies, and identities, centering the vision of artists and makers. We recognize that all art is made in a particular context, demanding continual, dynamic reconsideration in the present. We are a place of gathering; we foster the exchange of ideas and inspire an expansive, inclusive understanding of human creativity. 

Please click on the links below to view our competitive, comprehensive benefits package:

• Hiring Range
• Benefits
• PTO Overview
• Job Classification: Full-Time Salaried Staff
• Grade Level: 6

ABOUT THE POSITION

Manage team of (up to 10) Visitor Engagement Representatives responsible for a welcoming and engaging experience for all visitors and members. Works collaboratively with other MVE management Security and Museum Facilities to facilitate engaging hospitality, effective crowd management, onsite sales transactions, checkroom operations, and special exhibition admissions. Works collaboratively with other onsite teams to manage operations for the Member Bar and museum queue management (virtual and physical).  Cultivates and reinforces an enjoyable and inclusive work environment and team culture for all direct reports.

RESPONSIBILITIES 

• Manage and lead a team of Visitor Engagement Representatives who greet and inform members and visitors in both entrance lobbies at special exhibitions and throughout the museum; as well as operate admissions POS and virtual line systems.
• In collaboration with Visitor Engagement Managers; schedule and train staff, manage operations and troubleshoot POS and virtual line software. Make recommendations for optimization of virtual line software and lobby crowd management. Additionally, utilize Reporting Services tools to track attendance and behavioral trends to make recommendations for optimal ticket sales capacities as needed to balance visitor experience and revenue.
• Must develop and maintain with staff a working knowledge of the permanent collection special exhibitions and events. Ensure all POS transactions are performed in a friendly, accurate and fiscally responsible manner.
• Lead by example and ensure Visitor Engagement Representatives are performing tasks in accordance to MVE Core Service Values and department expectations.
• Supervise daily financial accuracy and accounting in accordance with AIC policy and procedures.
• Responsible for inventory and restocking departmental marketing materials and collateral
• Co-Manage recruitment, hiring, supervision, evaluation, and scheduling for all Visitor Engagement Representatives.
• Develop and maintain onboarding training and on-going education in hospitality, operational systems and crowd management. Works cross-functionally with other Member & Visitor Engagement management to achieve established service standards.
• Maintain exceptional service standards by working with Visitor Engagement Representatives to proactively anticipate and address guest needs, respond to requests, address complaints and respond to emergencies.
• Coordinate staffing for exhibition scanning and coverage for special events and programs outside of normal museum operation hours as needed. Ensures portable POS and virtual-line-management equipment is accessible and maintained, and that staff is trained on its use.
• Solicit and incorporate staff and guest feedback into policies and procedures for hospitality, operations, and service.
• Work with the Assistant Director Visitor Engagement to administer staff corrective action as necessary.
• Provide supervision during management of day-to-day admission sales, wayfinding, crowd management and general operations. Ensure proper opening and closing procedures are followed,
• Performs other related duties as assigned.

EDUCATION AND EXPERIENCE REQUIRED 

• High school diploma or GED required
• Minimum of 2 years of high-volume and/or attraction-based hospitality or retail experience is required.
• Minimum of 1 year managing staff required. Management of at least 5 or more direct reports is preferred.
• Minimum 1 year Experience in financial transactions, staff training, and operating point of sale systems with a high level of accuracy is required. Must be able to perform basic financial calculations.
• Demonstrated ability to work with the public and speak in front of large crowds highly preferred.
• Experience analyzing reports and contributing to strategic planning is required.
• Proficiency with Google Workspace and MS Office required
• Strong interpersonal skills and demonstrated experience in working with cross-functional teams.
• Must demonstrate excellent time management skills, managing projects and meeting deadlines
• General physical mobility including frequent movement throughout the museum including kneeling bending and lifting up to 30lbs.
• Working weekends and some holidays are required.

CLOSING STATEMENT

The Art Institute of Chicago is an Equal Opportunity Employer that recruits, hires and promotes qualified individuals without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, veteran status or citizenship. The Institute complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the Department of Human Resources at apply_help@artic.edu.