Visitor Services Lead - Store

Visitor Services Representative Lead

A Visitor Services Representative Lead assists in creating a welcoming environment for Museum guests, ensuring excellent customer service and a positive visitor experience across multiple areas of the museum, and works with the Visitor Experience Manager to act as the person in charge of day-to-day front of house activities, with a special focus on the Museum Store. VSR Leads also ensure the safety of both guests and the artwork, monitoring gallery functions and all aspects of front-of-house operations, including store and caf sales, event setup and breakdown, cleaning, and other needs as they arise. This is a TAMWU union represented position.

Essential Functions:

• Provide a welcoming experience for guests throughout the guest experience, orienting visitors to the space as they arrive and ensuring that they have access to pertinent information
• Oversee daily operations of the visitor services desk, including cash handling and maintaining accurate records
• Assist with ordering, merchandising, stocking and maintaining inventory in Museum Store
• Address visitor concerns and ensuring a positive visitor experience
• Responsible for retail transactions, and customer services across multiple functional areas including ticketing/admissions, membership, donations, store and cafe
• Ensure team compliance with museum policies and the procedures outlined in the Visitor Services handbook
• Assist with After hours events setup and breakdown
• Maintain the appearance and cleanliness of front desk and public spaces
• Ensure guest safety through actively monitoring, responding, and documenting situations as they arise.
• Attend Museum meetings and trainings as assigned
• Report on attendance and other key customer service metrics as directed
• Assist Visitor Experience Manager in completing daily schedules and shift rotations, ensuring staff receive appropriate breaks and sufficient gallery coverage is present
• Fill coverage gaps as needed
• Participate in the Museum's trainings

Supervisory Responsibilities: This position may be required to supervise visitor services staff.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work a flexible schedule from week to week including evenings and weekends
• Ability to deliver positive, friendly, and engaging customer service
• Commitment to team approach and ability to collaborate openly
• Solid organization and problem-solving skills
• Ability to work within and maintain the museum brand values: innovative, passionate, civic-minded, gracious, approachable

Education and Experience:

• At least one year of customer service, retail, hospitality or similar experience.
• Direct supervisory experience.
• Experience working in Visitor Services or equivalent at another museum.

Certifications:

• Food Handlers permit.

Computer Skills:

• Knowledge of Microsoft Office.
• Proficiency with POS software and general familiarity with computer systems preferred.

Language Ability:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of visitors or employees of organization.

Mathematical Skills:

• Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability:

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Work Environment, Physical Demands & Travel Requirements:

The work environment for this position is in a museum. There may be frequent interruptions. The noise level is quiet to moderate. This position may perform work in climate-controlled exhibition spaces and storage rooms. This position may be exposed to paint and cleaning chemicals.

The physical demands for this position requires the employee to move about easily and frequently, and stand for long periods of time. The employee continuously exchanges information through listening and talking with guests, staff, and volunteers. Frequently reaches with hands and arms and uses hands and fingers to handle objects and operate tools, machinery, computers, and controls. May occasionally be required to lift/move objects weighing up to 25 pounds. May occasionally perform work outside where the employee is subject to weather conditions.

Reasonable Accommodation TAM is committed to providing equal employment opportunities to qualified individuals with disabilities and to providing reasonable accommodations to applicants and employees as required by the Americans with Disabilities Act (ADA), the Washington Law Against Discrimination (WLAD), and other applicable laws. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of this position, unless doing so would impose an undue hardship on the organization.

Equal Employment Opportunity TAM is an equal opportunity employer and makes employment decisions based on business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, creed, religion, sex, pregnancy, childbirth or related medical conditions, sexual orientation, gender identity, national origin, age, marital status, veteran or military status, disability, use of a trained service animal, or any other status protected by applicable federal, state, or local law. We are also committed to maintaining a workplace free from retaliation against individuals who request accommodation, report discrimination, or participate in an investigation or protected activity.

This job description is intended to describe the general nature and level of work expected of the typical person assigned this job. However, it is not an exhaustive list of all duties, responsibilities, or requirements. Job duties may be subject to change if this role evolves. Employees may be asked to perform other job-related duties as requested by their supervisor to fulfill business needs. If you have questions or concerns regarding items outlined in this job description, please seek clarification from your direct supervisor.