Apply by: November 07, 2014

The ICA seeks an outgoing, organized and self-motivated individual to join the Admissions,  Box Office, and Membership team as Assistant Manager of Admissions and Box Office. Working alongside the Membership, Admissions and Visitor Data Manager (herby referred to as the Membership Manager) the Assistant Manager is responsible for leading daily  front desk operations and managing a team of Admissions, Box Office and Coat Check staff during normal museum hours, ICA programs, events and peak times of activity. The Assistant Manager will have a strong role in visitor intake operations of the ICA. Evenings, weekends and Monday holidays required.

Customer Service

  • Lead the daily operations of the admissions desk with a focus on customer service, organization and efficiency, ensuring visitors are attended to professionally and promptly.
  • Serve as an advocate for the visitor while simultaneously upholding the policies of the Museum; communicate with a variety of visitors with diverse interests and abilities to ensure a positive museum experience; resolve  visitor concerns
  • Maintain a well-informed, working knowledge of exhibitions, programs and events to provide to admissions staff and the general public.
      • Manage the redirection of telephone, voicemail, e-mail inquiries & requests for information regarding museum visitation. Ensure department staff forwards internal messages via telephone to appropriate departments (gallery staff absences, tour guide absences, etc.).
      • Work closely with security team to ensure safety of visitors and museum property.
      • In conjunction with Security, Event and Program appointed personnel, help facilitate crowd control during busy museum hours and special events.

 

Staffing & Operations

      • Schedule, train, and supervise front desk staff ensuring adherence to admission’s procedures and staff is fully trained in handling customer issues and explaining museum policy regarding admission and box office ticket sales and procedures.
      • Ensure either Assist. Manager or Senior Front Desk attendant open and close daily, ensuring proper handling of daily procedures.
      • Hire, evaluate, and terminate admissions/box office staff when required with Human Resources Manager and Membership Manager.
      • Oversee Shift Supervisor responsibilities to manage front line staff, timesheet approval, and scheduling and vacation/sick procedures.
  • Conduct training and periodic performance reviews of front desk staff with guidance of Membership Manager.
  • Identify and implement projects and tasks to be completed by desk attendants in times of slower attendance.
  • Coordinate with Visitor Experience Manager and Gallery Supervisor in the implementation of new gallery or visitor policies.
  • Manage inventory of printed materials for visitors and report to Membership Manager when resources are low.
  • Oversee admissions desk during busy events (e.g. First Fridays) and cover shifts as necessary.
  • Keep front desk space neat and presentable at all times.

 

Membership

  • Working with the Membership Manager, motivate and guide front desk team to achieve aggressive on-site membership goals
      • Work closely with Membership to coordinate selling and marketing of memberships at all points of visitor contact.

 

Ticketing

      • Working with the Membership Manager, develop and maintain operating procedures for all admission, box office and membership sales through the Patron Edge Ticketing System. Work with partnering organization on ticketing contracts.
      • Working with IT, manage the set up and maintenance of online ticketing system, trouble shoot technical issues.
      • Manage the ICA’s Library Membership Program
      • Manage and fulfill charity donation requests.
  • Lead after hour box office shifts.
  • Fulfill and track complimentary ticket requests from other departments.
  • Manage process of will-call tickets and weekly ticket mailings.

 

Visitor Surveys

  • Work with Admissions staff to collect email addresses for visitor survey.
  • Send visitor survey daily.

 

Financial

    • Supervise admissions/box office ticket sales, cash handling and control, record keeping, attendance tracking; maintain financial and data integrity.  Manage cash deposits.
    • Reconcile any issues between ticket sales and the financial department including shortages or overages in cash drawers.
    • Work with the financial office to assist in monthly tie-out and audit reports. Reconcile daily cash drawers and make deposits. Make weekly trips to the bank to keep admissions desk stocked with proper change.
    • Generate weekly reports such as Attendance, Tour Number, Theatre Event and Cumulative Attendance for various departments.
    • With Membership Manager, assist with preparation of the fiscal year Admissions and Box Office department budget and monitor approved budget throughout the year.

Qualifications:

Candidates must have previous experience with managing and scheduling full and part time staff as well as cash handling and financial reconciliation.  Box office experience required. This position requires someone with a high level of technical proficiency. Experience managing a CRM, ticketing, POS, or fundraising database is desired. Knowledge of Patron Edge and the Patron Edge Online is preferred.

The above description is understood to be based on current working knowledge of the tasks required to complete the job successfully.  As the role evolves new responsibilities maybe added and existing responsibilities maybe changed.

How To Apply:

Interested candidates should send letter of interest, resume and salary history to jobs@icaboston.org.  When applying include “Assistant Manager of Admissions and Box Office” in subject line of email.

The ICA is an equal opportunity employer.  We are located at 100 Northern Avenue, Boston and accessible by public transportation (Red Line and Silver Line).

Apply by:
November 07, 2014