The Visitor Experience & Engagement Representative (VEER) 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 each visitor, every day, with every interaction. VEERs will receive dynamic, ongoing training from the VEER Coordinator & Lead, Safety & Security Team, Development Team, and Education Team to ensure that the TMA accomplishes its customer service goals. The role of the VEER will be to engage the public in a passionate and interesting way when talking about TMA’s exhibitions and programs while delivering superior customer service to ensure an exceptional visitor experience.
RESPONSIBILITIES
Welcome Desk and Customer Service
- Greet visitors in a friendly, welcoming manner, answer questions about exhibitions and programs and provide visitor assistance throughout the museum.
- Provide general museum information including, but not limited to, museum admission prices, hours of operation, membership, and programs.
- Assist with general orientation and check-in groups to the museum for their tours and school visits.
- Assist in handling visitor issues that include, but are not limited to, navigating museum gallery space, museum policies, and museum and exhibition information.
- Proactively engage visitors in conversations and interactions in areas that include, but are not limited to, art, activities, exhibits, and interactive programming.
- Provide any additional informational pamphlets and/or maps upon the request of the visitor.
- Work evenings and weekends as needed.
- Other duties as assigned.
Point of Sale Cashiering and Information Desk
- Open and close the front desk, maintain a tidy workspace.
- Process POS and membership transactions.
- Follow safe cash handling procedures.
- Close and balance drawer at the end of the day, process end of day report.
- Supply admissions reporting to other departments as needed.
- Answer phones, transfer phone calls, and respond to voicemail.
- Reply to customer questions by email, social media direct messages, and business web listing reviews.
- Assist with mailings, data entry, and other administrative tasks as assigned.
Safety & Security
- Patrol museum galleries to protect exhibits and property from theft, violence or vandalism.
- Report any irregular or suspicious activities.
- Report to Security Team dispatch through radio communications and in-person as needed.
- Decisively respond to assigned calls for service, emergent situations, and critical incidents occurring during a shift in accordance with established training/standards.
REQUIREMENTS
Physical Demands
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.
- Ability to stand and walk in the lobby and galleries is required to patrol and direct visitors for a minimum of 4 hours during each shift.
- Ability to occasionally perform light lifting, twenty (20) pounds or less, of printed materials and office supplies.
- While performing the duties of this job, the employee is regularly required to talk or hear to speak to visitors, answer the phone, and give verbal instructions in the case of an emergency.
- The employee is frequently required to use hands to handle digital payments, paper currency, and office materials; and reach with hands and arms.
- Ability to follow documented museum and gallery evacuation procedures in case of a threat or disaster.
Qualifications
- High school diploma or equivalent required.
- Bachelor’s degree preferred.
- 1 – 3 years prior customer experience required.
- Energetic, outgoing, and friendly personality required.
- 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 and basic computer tasks.
- Ability to work weekends, evening hours, and holidays is required.
- Point of Sale (POS) experience preferred.
- Ability and willingness to accept feedback.
- Experience in art or museum-related field or retail and sales experience is desirable.
- Experience with Adobe Creative Cloud suite is a plus.
- Experience with data entry is a plus.
- Conversation skills in more than one language is a plus.
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. Must be able to clearly follow instructions and process customer requests in a timely manner.
- 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. Willingness and a desire to improve professionally. Ability to cooperate with supervisors.
- 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. Must work well with others.
- 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. Ability to participate in discussions.
- 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. Must be able to attend virtual and in-person meetings in a professional manner.
ADDITIONAL DETAILS
- Job Type: Part-time, up to 25 hours per week, predetermined weekly schedules.
- Wage: $15.00/hour. This is not a tipped position.
- Work Location: On-site at the Tampa Museum of Art.
- 401k benefit with 3-4% match for employees ages 21 and up after 90 days of continuous employment.
- 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.
To Apply
Send your cover letter and resume to the Visitor Experience & Engagement Coordinator, Ian Wilson, at hello@tampamuseum.org.