CMNH Gallery Associate Supervisor

The CMNH Gallery Associate Supervisor works closely with Director of Visitor & Museum Services to ensure the highest level of customer service at Carnegie Museum of Natural History.  Schedules and supervises CMNH Gallery Associates.  Responsible for taking a leadership role in the day-to-day operations of the Visitor & Museum Services (VMS) CMNH Gallery Associates and the Visitor & Museum Services Office, including the coordination of general admissions, visitor amenities, and the visitor experience throughout the museum’s galleries. Works closely with other front-line staff, including Security, Custodial, and Education, to ensure a welcoming environment and a meaningful and positive visitor experience for all audiences. Works closely with Conservation, Education and Exhibitions staff to provide visitors with information about the museum’s collection and special exhibitions.  Help keep collection safe from damage, support wayfinding, and assist in ensuring the safety of museum visitors. Serves as concierge for public spaces, lobby and galleries, and directs the Visitor & Museum Services CMNH Gallery Associates and Visitor & Museum Services Gallery Associates. Cross trained to work in galleries, admissions desks, as well as to assist in the daily operations of the parking lot and Portal Entry.     Qualifications   EDUCATION & EXPERIENCE: High school diploma or equivalent required, college degree preferred. Six months experience with ticketing, event admissions, retail, or other public contact required. Six months experience with cash handling and supervisory experience required. Experience with diversity, equity, and inclusion required (or strongly preferred). Experience working in a fast-paced work environment preferred.  KNOWLEDGE, SKILLS, ABILITIES: Must have excellent customer service skills and excellent communication skills, both written and oral.  Must be highly organized. Must have six months previous experience working with the public. A love of museums and an interest in natural history is necessary. Must have supervisory experience and able to be enthusiastic in order to motivate staff to meet highest customer service standards. Must be proficient in all Microsoft Office Suite including PowerPoint and Excel. Experience with Siriusware or similar ticketing system desired. Must be willing to work indoors and at times outdoors, sometimes in inclement weather, as well as various weekend and evening shifts. PHYSICAL REQUIREMENTS: Work requires ability to quickly access remote areas of the museum and to move about the museums approximately 75% of the workday, both indoors and outdoors.    ESSENTIAL FUNCTIONS AND Accountabilities: Coordinates and assigns work to the VMS CMNH Gallery Associates and VMS Gallery Associates and promotes department goals for visitor experience and gallery safety and supervision. Sets standards for the VMS Gallery Associates and VMS Gallery Associates for customer service, collection safety, and visitor policies. During operating hours, serves as concierge and steward of the visitor’s experience in the museum’s public spaces, in lobby and in galleries. Provides visitors information regarding what is on view at the museum, provides directions and suggests routes of travel, distributes visitor surveys, assists with visitor needs and problems, facilitates visitor ticket queue to ensure short lines and alleviate clusters and crowds in high-traffic areas. Partners with staff in other departments, including Collections, Conservation, Exhibitions, Security, Curatorial, Education, and Custodial to ensure an excellent end-to-end customer experience, upon visitor entry, through the galleries, and upon visitor departure. Takes responsibility for acquiring – through meetings, on-going training and individual initiative – all information, product knowledge, and interpersonal and communication skill development necessary for successful performance in a front-line staff position and as a monitor and steward of the collection. Communicates and engages with the public and staff in a courteous and sensitive manner, projecting a positive and professional image of Carnegie Museums of Pittsburgh.  Trains VMS CMNH Gallery Associates, with guidance from the Director of Visitor and Museum Services to monitor the collection and displays on view at the museum. Learns how to keep collection safe from damage and how to investigate, observe, and report unusual conditions, including tampering or damage to displays and collections. Works with Conservation, Education and Exhibitions departments to train VMS CMNH Gallery Associates on current and upcoming exhibitions, permanent collection installations, and programming. Explains museum’s visitor policies regarding food or drink in the galleries, photography of exhibits, and current State of Pennsylvania guidelines regarding COVID-19. Responds to emergency situations (such as accidents, illness, fire, building evacuation, and disorderly patrons) in accordance with prescribed Security Department policies. Explains admission policies and operates the Ticketing and Reservation System to receive group and individual admissions. Responsible for the accuracy of the admissions monies. Counts and signs for correct amounts of money needed for cash operating funds. Conducts a double count of cash operating funds at the end of the day and balances the daily batch. Provides all requested information and assistance to visitors and acts to resolve their special requests, problems or concerns to achieve mutual satisfaction. Performs “beginning of the day” and “end of the day” opening and closing procedures.  Develops, organizes and updates resource materials and brochures at the information desks and admissions desk and in-gallery. Demonstrates commitment to diversity, equity, and inclusion efforts at the museum. Performs other tasks as assigned, such as assisting with events and high-volume weekend requests.