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—in person, by phone, and online. VEERs report to the VEER Coordinator and receive ongoing training from the Safety & Security Team, Marketing Team, Development Team, and Education Team to ensure that TMA accomplishes its customer service goals. The role of the VEER will be to engage the public with enthusiasm and courteousness when talking about TMA’s exhibitions and programs to help each visitor leave each interaction with TMA feeling like they received an exceptional visitor experience.
Welcome Desk 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, membership, and programs.
- 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, navigating museum gallery space, museum policies, and museum and exhibition information.
- Proactively engage with visitors at the front desk, atrium and 2nd-floor galleries.
- Provide any additional informational pamphlets and maps upon the request of the visitor.
- Answer phones, transfer phone calls, and respond to voicemail.
- Reply to electronic communications including and not limited to customer emails, social media questions, online business reviews.
Point of Sale Cashiering
- Complete opening and closing procedures, maintain a tidy lobby and desk.
- Process point of sale (POS) transactions, including daily admissions, membership purchases and renewals, donations, special event ticket sales, and education registration transactions.
- Follow safe cash handling procedures.
- Close and balance drawer at the end of the day, process end of day financial report.
- Keep POS equipment clean and charged throughout the day.
Visitor Transaction Reports and Clerical Support
- Supply admissions reporting to other departments as needed.
- Assist with mailings, data entry, and other administrative tasks as assigned.
- Assisting with data entry for e-newsletters, social media scheduling, and online visitor engagement reports.
- Other clerical duties as assigned to support the Marketing, Development, Education, and Curatorial departments.
Safety & Security
- Patrol museum galleries to protect exhibits and property from theft, violence, or vandalism.
- Report any irregular or suspicious activities.
- Report to dispatch through radio communications and in-person, as needed.
- Decisively and quickly respond to assigned calls for service, emergent situations, and critical incidents occurring during shift following established training/standards.
- Ability to quickly direct visitors to safety in emergent weather or critical incidents, following established safety policy and standards.
- Ability to clean and wipe down all touchpoints in the atrium, elevator, and banisters to ensure sanitary conditions for visitors’ health and wellbeings.
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.
- High school diploma or equivalent required.
- 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 learn and explore.
- Proficiency in Microsoft Office Suite, including Outlook, Teams, Word, Excel, Powerpoint, and file editing on the cloud.
- Great attention to detail for data entry and e-commerce tasks and excellent organizational skills.
- Ability to work weekends, evening hours, and holidays is required.
- Point of sale (POS) experience preferred.
- 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.
- 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.
- 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.
- 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 Type: Part-time, up to 25 hours per week, predetermined weekly schedules.
- Wage: $15.00/hour
- Work Location: On-site at the Tampa Museum of Art.
- Other duties may be assigned that are not listed in the above description and TMA may change the specific job duties with or without prior notice based on the needs of the organization.
Send your cover letter and resume to the Visitor Experience & Engagement Coordinator, Ian Wilson, at firstname.lastname@example.org.