Position Title: Assistant Manager, Visitor Services
Department: Visitor Services
Reports to: Director of Visitor Services
Type of Position: Full time; exempt/salaried. Thurs-Mon, 9:30am-5:30pm
The Visitor Services Assistant Manager models superior customer service while ensuring a welcoming atmosphere for visitors in the public admissions areas. He/she helps coordinate the activities of the Visitor Services Assistants and monitors visitor flow throughout the museum’s first floor, redeploying staff resources as necessary to ensure a friendly and efficient entry experience for all. The Assistant Manager plans in advance for times of peak attendance and other issues, and serves as the point-person for any problems that arise in the admissions area and throughout the public areas of the first floor, including software or equipment malfunctions, line management, and resolving visitor complaints. Eighty percent of the Assistant Manager’s day is spent on the floor interacting with visitors.
• Lead Visitor Services team at the front of the house by demonstrating extraordinary customer service. At all times, be a warm, friendly presence for visitors and motivate team members to do the same
• Relieve Visitor Services Assistants for breaks, covering admissions, coat check, and other functions as needed throughout the day
• Train new VSAs in both customer service and technical aspects of their job
• Maintain the overall appearance of the visitor entrance sequence (from the lobby to the link to the historic building) and contact appropriate department to resolve issues as necessary
• Monitor activities in public spaces and intervene to proactively resolve issues before they escalate, with the goal of ensuring a smooth and pleasant experience for visitors
• Identify areas for improvement within the department and make recommendations to Director of Visitor Services
• Work effectively with staff across the museum, especially Security, on all issues that affect visitor circulation
• Communicate effectively about visitor service issues during staff meetings and other events
• Solve patron related problems
• Schedule VSAs for all daily, special event, and other shifts
• Assign staff to work stations each day and assign rotations among stations ensuring adequate coverage
• Ensure all Visitor Services Assistants have the information and supplies needed to carry out their assigned tasks successfully; check in at each of the stations throughout the day
• Responsible for daily opening and cashing out of the admissions desk cash registers; produce daily reconciliation reports for Finance and updating of digital signage
• Ensure accuracy of time sheets submitted for VSAs
• Perform other tasks as directed by the Director of Visitor Services
• B.A. preferred
• Outstanding customer service skills; at least 2 years of customer service experience
• At least one year of experience supervising or managing employees
• Fluency in English; other language(s) a plus
• Good computer skills; familiarity with point-of-sale software a plus
• Good judgment, strong communication skills, detail-oriented, organized, problem solving skills
• Interest in art or art history preferred
• Regular evening work required (for evening events and Thursday late openings)
Join our dedicated, talented team of employees, interns and volunteers, who are passionate about the work they do to support the Museum’s mission. To apply for this position, please use the Museum’s online application system, this is our preferred application method:https://isgm.applicantpro.com/jobs/215712.html. Both a cover letter and resume are required.
The Gardner Museum is committed to affording equal opportunities to qualified individuals regardless of race, color, religion, national origin, sex, age, disabilities, marital status or sexual orientation. Candidates of color are strongly encouraged to apply. The Museum is proud to embrace the goals of Commonwealth Compact (http://www.umb.edu/commonwealth_compact/about) and pledges to measure its progress toward those goals over time, using the Commonwealth Compact benchmarks.
We receive many resumes and kindly request that you do not call to inquire about the status of your application. Those candidates chosen for interviews will be contacted.
June 16, 2015
The Museum was the creation of Isabella Stewart Gardner (1840-1924) ‘for the education and enjoyment of the public forever.’ Since opening to the public in 1903, the Gardner has served as a center for ideas and life-long learning in its community – a tradition that is kept alive today through an array of interpretive, creative, educational, horticultural, artistic and scholarly programs.