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Visitor Experience Lead (Full-Time)

The Visitor Experience (VE) Lead plays a significant role in providing a memorable experience for all people who visit the Tampa Museum of Art (TMA). The VE Lead reports to the VE Team Manager and assists in supervising the front-of-house guest services department’s part-time VE Representatives and VE Volunteers. The VE Team works together to accomplish TMA’s goals where all guests receive a positive visitor experience and excellent customer service.

The Visitor Experience Team is a branch of TMA’s Marketing Division and works with the other departments to accomplish TMA’s objectives in safety & security, curatorial, development and education.

Responsibilities

Supervising the Visitor Experience Team

  • Supervising the Visitor Experience Team when the VE Team Manager is not present.
  • Provide support to VE Team Manager for interviewing and onboarding new team members.
  • Help with training and supervising new hires as they adjust to their new role.
  • Maintain a consistent workflow for the VE Team to perform and successfully complete daily routine tasks and interdepartmental assignments.
  • Help supervise VE Representatives data entry tasks and provide friendly quality check feedback.
  • Assist with onboarding, training and scheduling VE Volunteers to assist with visitor experience and community outreach tasks at the museum and at off-site locations.
  • Assist with intern recruitment, training and supervision.
  • Establish and maintain effective working relationships with other employees, volunteers, supervisors, departmental representatives, and the public.

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.
  • Exercise reasonable initiative and independent judgment in helping provide a positive visitor experience for all guests.
  • Tact and courtesy are expected in delivering customer service in person or via phone, email, social media, and online communications. 
  • Deescalate complex visitor complaints and maintain a direct communication with VE Team Manager with any incidents that occur.
  • When the VE Team Manager is not present, take the lead to address customer service concerns that escalate to management.
  • Work with part-time staff to respond to online inquiries in a timely and courteous fashion.
  • Answer phones, transfer phone calls, and respond to voicemail.
  • Work with VE Representatives to assist with mailings, data entry, and other administrative tasks as assigned.

Point of Sale Cashiering

  • Open and close the front desk, maintain a tidy workspace.
  • 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 and report any discrepancies to VE Manager.
  • Close and balance drawer at the end of the day, process end of day report.

Reports & Analytics

  • Generate monthly reports for tracking ticket sales, attendance, and zip codes for the Executive Director and other department managers.
  • Collect analytic data for online program interactions that count towards virtual museum participation.
  • Supply admissions reporting to other departments as needed.
  • Assist with TMA’s data gathering objectives by encouraging visitor survey participation, providing feedback on observed in-gallery behaviors and providing online analytics reports for special initiatives.
  • Help coordinate the use of new technologies to assist in visitor counting and information reports for museum recordkeeping.

Safety & Security

  • Ensure that all VE Team members follow documented safety practices to protect exhibits and property from theft, violence, or vandalism.
  • Patrol galleries and monitor floor staff.
  • Report to Security Team any irregular or suspicious activities.
  • Provide leadership to VE staff in a gallery setting.
  • Become the point of contact in the galleries.
  • Decisively respond to assigned calls for service, emergent situations, and critical incidents occurring during a shift in accordance with established training/standards.
  • Report and file complete and comprehensive gallery incident reports.
  • Actively participate in safety and security, curatorial and education training sessions for VE Team members.

Marketing & PR

  • Follow the Marketing Department’s guidelines for consistent messaging, branding and best practices when providing information and customer service to the public.
  • Periodically review and update main TMA pre-recorded phone greeting message.
  • Assist the Marketing Department to update the TMA website content relating to customer service information, including ticket prices, program updates, news updates, sponsorship information, and coordinating announcements.
  • Assist with data entry for e-newsletters and online visitor engagement reports.
  • Collaborate with the Marketing Department to develop social media content about exhibitions and educational programs.
  • Create temporary event signage and wayfinding materials to address specific event needs.
  • Assist in distributing printed marketing materials to the public and to regional organizations as needed.

Development

  • Help promote admission discount programs, membership sales, donation requests, and special events ticket sales.
  • Work with VE Representatives and Volunteers to upsell museum memberships.
  • Help the Development Department collect member information for accurate data entry into a customer relationship management (CRM) database.
  • Assist with special events and supervise VE Team tasks assigned for after-hour events.
  • Complete donation requests for charitable events in a timely manner.
  • Submit visitor participation reports for hotels, banks, and other museum sponsors as needed.

Education

  • Learn information about the artwork on exhibition from the Education and Curatorial teams to answer questions from the public about the artwork on view and the museum’s permanent collection.
  • Assist with general orientation and check-in groups to the museum for their tours and school visits.
  • Proactively engage visitors in conversations and interactions in areas that include, but are not limited to, art, activities, exhibits, and interactive programming.

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

  • Bachelor’s degree required. Humanities, Non-profit Management, Museum Studies, Fine Arts, Hospitality or Business major is preferred.
  • 2+ years prior customer service experience required, preferably in a leadership position.
  • 1 year prior point of sale (POS) experience required.
  • Ability to work weekends, evening hours, and holidays is required.
  • Excellent verbal and written communication in English is required, verbal and written proficiency in additional languages is preferred.
  • Posses a professional friendly, patient, and outgoing demeanor.
  • Must work enthusiastically, respectfully, and professionally with a diverse group of audiences and possess a passion for helping people discover and explore.
  • Ability to learn new technologies and adapt to a rapidly changing fast-paced environment.
  • Ability to work independently and provide training and support for others to work independently also.
  • Ability to provide feedback to staff. Ability to accept feedback and possess a growth mindset.
  • Excellent attention to detail for data entry and e-commerce tasks.
  • Demonstrate time management and organizational skills.
  • Proficiency in Microsoft Office Suite, including Outlook, Teams, Word, Excel, PowerPoint, and file editing on the cloud.
  • Experience using Shopify, Siriusware and other point of sale software preferred.
  • Experience using timesheet software, Volgistics, VicTouch or other volunteer management software preferred.
  • Experience using graphics or desktop publishing software such as Canva or Adobe products is preferred.

Additional Details

  • Job Type: Full-time, 40 hours per week, Monday through Friday, subject to change.
  • Pay: $16.25/hr; 40 hours a week + $105 monthly parking stipend. Note: This is not a tipped position.
  • Benefits:
    • Paid time off plus 13 paid staff holidays
    • Medical, Dental, and Vision Insurance
    • 401(k) with 3-4% employer matching contribution after 90 days.
    • Access to TMA’s wellness package
    • Life Insurance
    • Professional development
    • Access to museums across the country with TMA staff membership
  • 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.