Lobby Manager, Guest Conversion

The Museum of Modern Art is currently accepting applications for a Lobby Manager who oversees a team of Guest Specialists and lobby operations, in conjunction with Visitor Engagement Managers and Membership Lobby Managers, with an emphasis on serving as the sales manager for the ticketing desk, kiosks, and lobby membership conversion opportunities.

Additional responsibilities include:

• Works as part of the management team to support all aspects of serving and engaging with visitors in the Museum’s various public spaces.
• Leads the Visitor Engagement Guest Specialist team towards exceeding lobby membership sales goals by training, coaching, and motivating the team to achieve those
• Maintains a welcoming environment at all times by supporting a team of Guest Specialists who are extremely professional and approachable, and who are engaged with and can articulate the Museum’s mission.
• Works with the management team to provide supervisory coverage during all public hours, including evening film program, and Free Fridays.
• Responds to visitor questions and quickly and satisfactorily resolves any issues, including diffusing situations; escalates situations to the management team as needed.
• Gathers feedback about the Museum experience or policies from guests and relays to the management team for process/procedure improvements. Makes recommendations regarding general lobby and lobby office operational improvements and suggests ways and methods to streamline procedures to attain greater efficiencies.
• Participates in recruitment for select open positions and makes hiring recommendations or decisions for staff vacancies; supervises assigned staff on daily basis, providing relevant training, feedback, guidance, professional development, etc.; ensures compliance with and comprehension of Museum policies and relevant collective bargaining agreement; manages the constructive discipline process, as warranted; conducts annual performance reviews with direct staff; etc.
• Clearly and effectively communicates all pertinent information to staff to enable them to provide the highest-level of customer service.
• Compiles all pieces of end-of-day revenue reconciliations, including gathering attendance admissions information from all sources to create the daily report.
• Maintains a thorough knowledge of all lobby processes and ticketing systems, including performing minor troubleshooting when required.
• Prepares the daily staff schedule and delegates tasks as needed.
• Performs any other duties reasonably related to the functions described above.
• Serves as the VE department liaison between the Membership Desk Guest Specialists and Membership department managers.

Requirements:

• Bachelor’s degree and five or more years customer service experience, ideally in a museum or retail environment. Must include experience supervising staff (coaching, delegating tasks, setting priorities, etc.).
• Cash-handling and operational management experience preferred.
• Superior interpersonal and customer service skills
• Must be able to work independently, set priorities, and follow and meet deadlines.
• Must be available to work holidays, evenings, and weekends as assigned. Scheduled shift times are subject to vary week to week based on operational needs.
• Excellent organizational skills and outstanding verbal and written communication skills are also key.
• Proficiency in Microsoft programs and Google Workspace

Salary: The salary for this position is $63,000 per annum.

Application instructions: To apply, please visit MoMA Jobs.  Applicants should submit a resume and a statement of interest.

Equal Employment Opportunity Policy Statement: Equal Employment Opportunity has been, and will continue to be, a fundamental principle at the Museum, where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, arrest or conviction record to the extent required by applicable law, credit history, or any other protected category as established by applicable law, including the New York City Human Rights Law (“NYCHRL”).

Salary : $63,000