Description:
About the Visitor Services Department

The Visitor Service Department is a collaborative, energetic group of peers. Visitor Services plays a key role in the Museum by ensuring that the visitors’ first and last impression of their experience is a positive one, through providing excellent service, information, and communications.

Position Summary: The Visitor Service Associate a key position and integral to fulfilling deCordova’s goals to ensure each visitor a superb experience in the park and museum. Visitor Services Associates are at the frontlines and cultivate and strengthen the Museum’s ties to its audience by creating positive first impressions and lasting connections through quality service at all levels: smooth operations at all touch-points, communication that is personable and informative, well run amenities, and accessibility throughout the museum environment. It is this level of visitor service that paves the way for an inspiring museum experience and establishes a diversity of visitors who chose to return again and again.

Reporting to the Head of Visitor Services, the ideal VS Associate will be hands-on, possess a positive, friendly personality, collaborative, energetic, and customer oriented. VS Associates interface with all Museum visitors and consistently exceed visitor and member expectations by providing orientation, information, resources, and an environment that is responsive to the visitors’ needs. Given the highly visible nature of this position, the ability to communicate effectively, comfort with the public, and appropriate dress for the position are necessary. VSAs are expected to arrive for work no later than 9:45 am, and remain until the end of day closing (between 5–5:15 pm). A one-half hour lunch break is included in the work day. The work schedule includes weekend hours, some holidays, and occasional evening events.

Responsibilities:

General:

  • Represent deCordova with the highest standards, particularly as frontlines staff for Visitor Station, Main Entry reception, Café, and on the telephone
  • Communicate with the public in a personable, professional, and knowledgeable manner
  • Accurately and efficiently process admissions sales, café sales, group and tour admissions, and cash and credit card transactions
  • Keep daily logs and end of day reconciliation reports; balance cash transactions at the end of day, and report overages or shortages
  • Generate new Museum memberships
  • Stock admission points with Museum handouts and public information; keep public work areas tidy and presentable
  • Maintain updated knowledge of exhibitions, Museum activities, and programs; participate in pre-exhibition trainings
  • Keep well informed of Museum policy and changes in operations
  • Deal with visitor concerns in a resourceful and courteous manner
  • Attend required periodic staff meetings
  • Be able to work weekends, some holidays, and occasional evenings
  • Arrive to work on time and dressed appropriate for the position
  • Assist as needed with Museum projects and departmental assignments

Specific:

  • Visitor Station activities: Meet and greet visitors, provide orientation to overall Park and Museum environment, offer Park maps and navigation information, and information about exhibitions and programs. Sell admissions, handle cash and credit card transactions, complete daily record keeping and register reconciliations. Keep area tidy and stocked with Museum handouts.
  • Front Desk Reception/Information activities: Meet and greet visitors; provide information about current and upcoming shows and programs. Help visitors navigate the Museum, offer floor plans, and make suggestions as to where they should start (i.e. if they have children offer Family Activity Kits, recommend the process gallery; if there is someone in a wheelchair, tell them about both elevator systems). Sell admissions, organize tour groups, handle cash and credit card transactions, complete daily record keeping and register reconciliations. Answer phones and manage calls. Keep area tidy and stocked with Museum handouts.
  • Café operations: Set up and stock Café, carry out basic food preparation, provide counter service, make coffee drinks, handle cashiering, and maintain cleanliness.
  • Museum Assisting and General Security: Help protect the artwork: ensure that visitors do not touch anything they shouldn’t, do not allow food or drink into galleries, and generally observe Museum Security policies.
  • Other tasks as directed by the Head of Visitor Services:This may involve helping to work Museum sponsored events such as exhibition openings and the benefit auction.
Qualifications:

  • Interest in museums and contemporary art and sculpture
  • Friendly and welcoming demeanor; enjoy working with the public
  • Dependability and punctuality
  • High level communication, customer service, and public relations skills
  • Experience with/ability to learn cashiering and sales transactions
  • Willingness to flexibly work in various positions within the department
  • Ability for efficiency, grace and tact during high traffic cycles
How To Apply:
Please send a cover letter and resume to Holly Berube, Head of Visitor Services and Security at hberube@decordova.org or via postal mail to: 51 Sandy Pond Road, Lincoln, MA 01773. Please indicate Visitor Services Associate in the subject line of email. Only those selected for interviews will be contacted. DeCordova is an equal opportunity employer and seeks diversity in its workforce.

Apply by:
August 12, 2016