Visitor Services Assistant

Under the supervision of the Director of Visitor Experience, the Visitor Services Assistant is responsible for welcoming and greeting guests to the Gallery, performing all front-of-house functions, and delivering exceptional customer service. This role is integral to the Visitor Services Department, ensuring the highest level of visitor experience for all guests, including visitors, members, donors, students, faculty, and staff. As the first point of contact, the Visitor Services Assistant creates a positive first impression and represents all other departments as the Gallery’s ambassador. Responsibilities include excellent communication and active listening skills, managing multiple tasks efficiently, and demonstrating patience, empathy, and a positive attitude while addressing visitors’ concerns and promptly meeting their needs. Additional duties include opening and closing procedures, preparing cash reports for the museum store. Art history knowledge is preferred. Working weekends is required.

Essential Duties include:

• Act as the Gallery’s front-line ambassador, engaging proactively with visitors, addressing their needs, and delivering superior customer service.
• Greet guests at the information desk, and assist with special events, programs, and tours.
• Inform visitors about the collections, exhibitions, membership, publications, and upcoming programs.
• Provide excellent customer service by answering phones warmly and offering visitor guidelines and general information such as hours, events, tours, directions, parking, and accessibility.
• Handle sales at the museum store and assist with online orders, inventory, stocking, and shipments.
• Speak clearly and concisely to both large and small groups, adhering to the Gallery’s talking points.
• Respond to emails from the Gallery’s general information account.
• Assist security staff by answering questions via communication radio.
• Supervise and train front desk student staff.
• Keep accurate records of daily visitor attendance.
• Maintain a clean, organized, and well-stocked information desk.
• Perform additional duties as assigned.

Schedule: 37.5 hours/wk.

Wed: 7.5 hrs., 8:30am-5:00pm

Thurs: 9.5 hrs., 8:30am-7:30pm

Fri: 7.5 hrs., 8:30am-5:00pm

Sat: 6.5 hrs., 10:00am-5:00pm

Sun: 6.5 hrs., 10:00am-5:00pm

Schedule includes working weekends, late Thursdays, holidays, and recess days when the Gallery is open.

Required Skills and Abilities

1. Organizational Skills: Proven ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment.
2. Communication Skills: Excellent verbal and written communication skills, including proficiency in Microsoft Office (Word, Excel, Outlook).
3. Administrative Proficiency: Demonstrated experience in handling administrative tasks such as scheduling, expense processing, and report preparation.
4. Customer Service: Strong interpersonal skills with the ability to provide exceptional customer service and interact professionally with diverse groups.
5. Confidentiality and Judgment: Ability to handle sensitive information with discretion and exercise sound independent judgment.

Preferred Skills and Abilities

1. Communication, Problem Solving and Conflict Resolution Skills: Convey information clearly and effectively, analyze issues to find effective solutions quickly, and effectively deal with conflicts and resolve visitor complaints.
2. Demonstrate Active Listening, Patience and Empathy with a Positive Attitude: Pay full attention to guests, understand their needs and feelings while responding appropriately; remaining calm and composed, especially when dealing with difficult situations.
3. Teamwork, Dependability and Technical Skills Ability to work well with others to provide excellent customer service, and demonstrate reliability and responsibility in fulfilling job duties. Availability to work weekends. Proficiency with Microsoft Office, Clover, and other technology relevant to the role.
4. Adaptability and Cultural Awareness Skills: Flexibility to handle various tasks, adapt to changing situations and understanding diverse cultural backgrounds while treating all guests with respect and sensitivity.
5. Multi-tasking and Attention to Detail: Managing multiple tasks efficiently without compromising the quality of service, and being meticulous in recognizing and addressing visitors’ needs and concerns.

Physical Requirements

Ability to routinely lift 50 lbs.

Ability to stand for long periods of time.

Required Education and Experience

Six years of related work experience, four of them in the same job family at the next lower level, and high school level education; or four years of related work experience and an Associate's degree; or little or no work experience and a Bachelor's degree in a related field; or an equivalent combination of experience and education.