Supervisor Visitor Experience

Description

Under the supervision of the Senior Development Officer, the Supervisor, Visitor Experience, focuses on delivering a world-class museum experience. This part-time, exempt position is responsible for hiring, scheduling, training, and managing the performance of all Museum Guides. This position works a weekly Museum Guide schedule as well as fills in as needed for breaks and/or scheduling vacancies. This position is responsible for ensuring the team is prepared to answer general museum related questions including upcoming public events and programs, general information on exhibits and artworks, providing general visitor information and wayfinding assistance; administering and orienting visitors to the Museum’s mobile app tours; and providing customer service support in person or by phone. The visitor service team plays a lead role in generating visitor revenue, including promoting Memberships and selling Museum Store items.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Responsible for hiring, scheduling, training, and managing the performance of the museum guide team.
• Oversees daily store operations including reconciliation of cash, cash receipts and transfers, inventory monitoring, stocking and displays.
• Maintains supply of promotional materials including members magazines, flyers, membership brochures in the Museum’s public spaces.
• Facilitates targeted exchanges of information and resources that directly support visitor service initiatives.
• Models’ exemplar customer service, discretion, and professionalism in all interactions with visitors and team members.
• Greets and welcome visitors as needed, to create a positive first impression.
• Represents the visitor services team on program calls and meetings to ensure Museum Guides have all pertinent information and understand their roles in alignment with the upcoming programs and exhibits.
• Maintains a positive Museum environment by enforcing Museum policies and procedures, communicating any potential or active problems to the appropriate Museum team members and liaison with security and building services through the defined channels.
• Exhibits knowledge about Museum memberships and actively promotes memberships.
• Is a consistent positive role model by refraining from gossip, maintaining a positive attitude and work ethic while providing a visitor service experience beyond the ordinary.
• All other duties as assigned.

SCHEDULE

Below is an example of a potential work schedule:

• Monday            Closed
• Every Other Tuesday – attend 1 hour Zoom Meeting
• Wednesday      10:30 am – 5:00 pm
• Thursday           10:30 am – 6:00 pm
• Friday                 10:30 am – 5:00 pm
• Saturday           Available as needed
• Sunday              Available as needed

PHYSICAL REQUIREMENTS & WORKING ENVIRONMENT

The physical demands and work environment described here are representative of those that must be met by any team member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

1. Frequently walking and standing for much of the day, walking across uneven terrain, climbing stairs, balancing, stooping, kneeling, crouching, crawling, reaching, sitting, climbing, balancing and smelling with moderate noise level.
2. Events and programs may require standing for extended periods of time, walking, speaking, and hearing in noisy environments.
3. Desk work requires sitting for extended periods of time, carrying, handling, fingering, talking, and hearing, eye/hand coordination, repetitive motions.
4. Visual demands may require near acuity, depth perception, and being able to clearly see computer monitors, tablets, etc.
5. Strength sufficient to exert force up to 50 lbs. occasionally and/or up to 25 lbs. frequently, and/or up to 10 lbs. constantly to lift, carry, push and pull or otherwise move objects.
6. Work areas are primarily indoors, in a climate-controlled environment. However, the team member occasionally may be subject to outside weather conditions.
7. Team members may be subject to many interruptions, pressure due to multiple calls and inquiries, meeting deadlines and working evening and weekend events.

This list is meant to be illustrative of the usual types of activities and working conditions for this position and is not intended to be all-inclusive.

PART TIME TEAM MEMBER BENEFITS INCLUDE:

• Free parking
• Paid Time Off (PTO) based on hours worked
• Compassionate Leave
• Free Akron Art Museum Membership including reciprocal membership privileges at over 600 museums nationwide as well as membership for the Northeastern Ohio Inter-Museum Council.
• Team Member Discount in the Akron Art Museum Gift Shop

Qualifications

QUALIFICATIONS

• High school diploma or GED required.
• College degree (BS, BA or equivalent) strongly preferred.
• 2 years prior supervisory experience required.
• 2 years prior customer service and/or public engagement experience required.
• 2 years prior cashier experience preferred.
• Excellent verbal communication skills with ability to be both friendly and confident.
• The ability to communicate effectively with individuals of varying social and cultural backgrounds, excellent rapport with children and adults.
• The ability to work well as part of a team; good interpersonal skills; creativity, energy, and enthusiasm.
• Ability to remain calm in stressful situations, resolve complaints with tact and courtesy and deescalate challenging situations.
• Dependability, flexibility, and adaptability in a dynamic event-driven environment.
• Mature judgement, flexibility, and willingness to adapt to changing needs of the museum.
• Attention to detail and the ability to stay alert for long periods of time in a quiet environment.
• Must have experience and be comfortable working with standard computer applications and programs, e.g., Microsoft Word, Microsoft Excel, SharePoint, and Outlook email.
• Maintains a neat business casual appearance and good personal hygiene.

Salary : $15 - $20