Visitor Experience & Engagement Representative

The Visitor Experience & Engagement Representative (VER) plays a significant role in providing a memorable experience for all people who visit the Tampa Museum of Art (TMA). Superior customer service is provided to every visitor, every day, with every interaction. VERs will receive dynamic, ongoing training from the VER administrative team, Safety and Security team, Development team and Education team to ensure that the TMA accomplishes its customer service goals. The role of the VER will engage every visitor with education and entertainment to facilitate a passion and interest in the TMA’s exhibitions and programs. VER engages visitors with a personal and engaging experience while delivering entertaining content and superior customer service to ensure an exceptional visitor experience.

Responsibilities

Reception and Customer Service

  • Greet visitors in a friendly, welcoming manner and provide visitor assistance throughout the museum
  • Provide general museum information including, but not limited to, museum admission prices, hours of operation, and membership information
  • Assist groups with getting oriented to the museum for their tour and school visit
  • Assist in handling visitor issues that include, but are not limited to, way finding and lost and found
  • Proactively engage visitors with entertaining and educational conversations and interactions in areas that include, but are not limited to, art, activities, exhibits, and interactive programming
  • Engage a large and varied audience of visitors in understanding exhibits by demonstrating programs, storytelling, and interactive discussions
  • Perform other duties as assigned
  • Answer phones and transfer calls

Point of Sale Cashiering & Information/Reception Desk Clerk

  • Provide general and specific information
  • Open & close the Front Desk, maintain tidy lobby & desk
  • Process point-of-sale general and membership admissions, membership applications, donations, and education registration transactions
  • Follow safe cash handling procedures
  • Close & balance drawer at end of day, process end-of-day financial report
  • Document database transactions and forward to Database Manager
  • Assist with mailings, data entry and other administrative tasks as assigned

Safety & Security

  • Patrol assigned museum facilities to protect the exhibits, property and artifacts from theft, violence or vandalism
  • Report any irregular or suspicious activities
  • Report to fixed posts or dispatch desk as needed
  • Use desktop computer to electronically control employee and non-employee building access, prepare logs/reports as assigned
  • Decisively responds to assigned calls for service, emergent situations and critical incidents occurring during shift in accordance with established training/standards.
  • Report and file complete and comprehensive incident reports.
Special Requirements
  • Roving, standing and/or walking lobby and galleries be required
  • Some light lifting, twenty (20) pounds or less, may be required on an infrequent basis
Qualifications
  • High school diploma or equivalent required
  • 1 – 3 years prior customer service experience required
  • Energetic, outgoing, and friendly personality require
  • Must work enthusiastically, respectfully, and professionally with a diverse group of audiences and possess a passion for helping people discover and explore
  • Proficiency in Microsoft Office Suite
  • Ability to work weekends, evening hours, or holidays is required
  • Point of Sale experience preferred

Core Competencies

  • Interpersonal Relations – Establishes rapport with others at all organizational levels; shows respect for others; considers and responds to the needs, feelings, and capabilities of others; establishes and maintains an open dialogue with others; works with others in a healthy and productive way
  • Customer Service/Teamwork – Is dedicated to internal and external customer service; committed to the TMA’s customer service standards, regardless of position; is able to work independently or as part of a dynamic team
  • Communication – Oral and written communication expresses ideas and facts in a clear and understandable manner appropriate for the individual or group; listens to and comprehends what others are saying
  • Self-Management – Assesses own skills and abilities and identifies areas for improvement; willingly accepts constructive feedback; can work independently, or as part of a dynamic team; is able to produce under tight deadlines; can successfully handle multiple projects; possesses excellent organizational skills
  • Personal Integrity and Professional Conduct – Demonstrates dependability, honesty, integrity, trustworthiness, and credibility; models appropriate professional behavior; accepts responsibilities for own actions; maintains confidentiality; upholds ethical standards
  • Adaptability – Adjusts, modifies own behavior, remains flexible in response to changing situations and environments, new or rapidly changing information, and unexpected obstacles; maintains high performance, emotional composure, objectivity, and balanced perspective under pressure and shifting priorities
  • Organizational Awareness – Uses the organization’s formal and informal social, political, and technical structures to build relationships, negotiate solutions and accomplish goals. Stays open-minded, embracing key elements of diverse perspectives, adapting strategies as needs, expectations or the organizational climate evolve. Gets positive results for clients and/or visitors and other stakeholders, based on accurate assessments of what is realistic and whose support is essential.

Job Responsibilities

  • Part time, 20-25 hours per week, pre-determined monthly schedules
  • The above statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job. This document should not be considered a fully detailed description of all the work requirements of the positions. Other duties may be assigned that are not listed in the above description and the TMA may change the specific job duties with or without prior notice based on the needs of the organization.
How to Apply

Please send letters of interest and current resumes to:
Elaine Mendez Hall, Executive Assistant
Tampa Museum of Art
Cornelia Corbett Center
120 W Gasparilla Plaza
Tampa, Florida 33602

Or email here.

Security Guard Lead & Worker

Departmental Role

Under general supervision, the Museum Security Lead assists in managing the overall security operations of a museum. The essential functions of this job include: under direct supervision, securing the line security operations of a museum; assisting guards in securing museum exhibits and facilities, including serving as museum guard post as needed; in the absence of Security Manager, scheduling guards to meet security needs of the facility and for special events; supervising the general cleaning of exhibits/cases and floor areas; performing walk-throughs of public areas to ensure cleanliness and availability of information materials; observing and inspecting subcontracted guards and their assigned areas to assure compliance with policies and procedures; carrying out transition procedures between shifts; assisting in incident resolution; as directed, providing ongoing employee training; acting as the on-site security manager in the absence of the Security Manager; communicating to appropriate management regarding maintenance and security conditions; resolving complaints and providing back-up support to guards; responding to staff and museum patrons’ requests for information. The nature of the work requires some sustained physical effort involving considerable standing and walking for extended periods of time. Incumbents may be required to work any shift, rotating shifts, weekends, holidays and overtime may be assigned as necessary.

Distinguishing Features

Under direct supervision of the Museum Security Manager supervises subcontracted staff who provide security and perform other duties for the museum as required.

Supervision Exercised

As directed, provides training and scheduling of subcontracted staff and oversight of Museum security needs.

Examples of Important and Essential Duties
  1. Assures the safety of museum patrons and to prevent loss or damage to art exhibits and the facility; assists in securing museum exhibits and facilities, including serving a museum guard post as needed;
  2. Under direct supervision, performs walk-throughs of public areas to ensure cleanliness and the availability of informational materials (i.e., rack cards, brochures, gallery guides, etc.).
  3. Observes and inspects subcontracted guards and their assigned areas to assure compliance with established policies and procedures and the maintenance of professional standards; monitors and evaluates performance; carries out transition procedures between shifts; assists in incident resolution as needed; provides ongoing employee training.
  4. In the absence of Security Manager, is the on-site security lead and works in the absence of designated personnel in emergency situations.
  5. Communicates to appropriate management regarding maintenance and security conditions in the museum using various computer programs.
  6. Resolves complaints and provides back up support to guards during incidents where supervisory intervention is necessary; responds to staff and museum patrons’ requests for information in a manner consistent with the museum’s standards for customer service maintaining good public relations.
  7. Ensures the safety and security of the Museum, their property, staff, volunteers, visitors, and works of art. Consults regularly with other Museum colleagues and industry professionals on specific needs in relation to security operations.
  8. With Security Manager, coordinates day-to-day operations in a manner which ensures the safety of the public and the protection of works of art.
  9. With Security Manager, works with the exhibitions staff to ensure the security of shipments and receipt of works of art.
  10. Conducts or participates in security, fire, safety, and health inspections and surveys/assessments. Advises Museum administration on “best practices” and other issues, and recommends appropriate or corrective action.
  11. Under direct supervision, conducts thorough investigation and reporting of all accidents, injuries, fires, property theft or damage, and other incidents at the Museum. Ensures that all records and reports are properly distributed and archived.
  12. Performs other duties as assigned.
Knowledge, Skills and Abilities

Knowledge of: general techniques and practices for public safety, preventing loss or damage to museum exhibits and facilities; general practices relating to the oversight of security operations; legal arrest requirements; first aid; CPR; emergency response plans; access control; surveillance systems; fire systems monitoring; use of fire extinguishers; initial hazardous materials incident response; electronic alarm systems; communication equipment and emergency evacuation plans.

Ability to: plan, schedule, train, assign, motivate and monitor the activities of subordinate personnel; enforce rules and regulations governing conduct of the public; deal tactfully and appropriately with the general public and staff; effectively convey information and instructions to subordinates, museum personnel and the general public in person or over the radio, including during emergencies; prepare concise and accurate reports; and use various software programs and operate computerized security surveillance and fire detection systems.

Experience and Training

Two (2) years of verifiable experience as a museum guard AND
Two (2) years of verifiable experience supervising security guards

Disaster Service Workers

All full time Museum guards are designated Disaster Service Workers. Employment with the Museum requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

How to Apply

Please send letters of interest and current resumes to:
Rony Henri, Security Manager
Tampa Museum of Art
Cornelia Corbett Center
120 W Gasparilla Plaza
Tampa, Florida 33602

Or email here.

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