Manager Visitor Engagement

About the Department The Engagement team creates and maintains a thriving hospitality experience for all who visit the museum. Under the Engagement umbrella, they serve as ambassadors for the intentional, warm and inviting culture they create across campus and manage operations during museum operating hours. Position Summary Manage team of (up to 10) Visitor Engagement Representatives responsible for a welcoming and engaging experience for all visitors and members. Works collaboratively with other Visitor Engagement Managers, Security, and Museum Facilities to facilitate engaging hospitality, effective crowd management, onsite sales transactions, checkroom operations, and special exhibition admissions. Works collaboratively with other onsite teams to manage operations for the Member Bar and museum queue management (virtual and physical). Cultivates and reinforces an enjoyable and inclusive work environment and team culture for all direct reports. Responsibilities Manage and lead a team of Visitor Engagement Representatives who greet and inform members and visitors in both entrance lobbies at special exhibitions and throughout the museum; as well as operate admissions POS and virtual line systems. In collaboration with Visitor Engagement Managers; schedule and train staff, manage operations and troubleshoot POS and virtual line software. Make recommendations for optimization of virtual line software and lobby crowd management. Additionally, utilize Reporting Services tools to track attendance and behavioural trends to make recommendations for optimal ticket sales capacities as needed to balance visitor experience and revenue. Must develop and maintain with staff a working knowledge of the permanent collection, special exhibitions and events. Ensure all POS transactions are performed in a friendly, accurate and fiscally responsible manner. Lead by example and ensure Visitor Engagement Representatives are performing tasks in accordance to MVE Core Service Values and department expectations. Supervise daily financial accuracy and accounting in accordance with AIC policy and procedures. Responsible for inventory and restocking departmental marketing materials and collateral. Co-Manage recruitment, hiring, supervision, evaluation, and scheduling for all Visitor Engagement Representatives. Develop and maintain onboarding training and ongoing education in hospitality, operational systems and crowd management. Works cross-functionally with other Member & Visitor Engagement management to achieve established service standards. Maintain exceptional service standards by working with Visitor Engagement Representatives to proactively anticipate and address guest needs, respond to requests, address complaints and respond to emergencies. Coordinate staffing for exhibition scanning and coverage for special events and programs outside of normal museum operation hours as needed. Ensures portable POS and virtual-line-management equipment is accessible and maintained, and that staff is trained on its use. Solicit and incorporate staff and guest feedback into policies and procedures for hospitality, operations, and service. Work with the Assistant Director Visitor Engagement to administer staff corrective action as necessary. Provide supervision during management of day-to-day admission sales, wayfinding, crowd management and general operations. Ensure proper opening and closing procedures are followed. Must enjoy working with the public and speaking in front of large crowds. Must develop a working knowledge of art in the museum’s permanent collection and special exhibitions. Equipment used (may be representative but not all inclusive of those commonly associated with this position): Galaxy point of sale system, Qudini virtual line software, MS Office including Word & Excel, Google Workspace including Gmail docs sheets & drive, Homebase scheduling and time management software. Performs other related duties as assigned. Qualifications Minimum high school diploma or GED required. Minimum 2 years high-volume and/or attraction-based hospitality experience required. Minimum 1 year managing staff of at least 5 direct reports preferred. Minimum 1 year in a supervisory role training POS technology operations preferred. Experience in financial transactions, staff training, and operating point of sale systems with a high level of accuracy required. Must be able to perform basic financial calculations. Strong analytical and strategic thinking skills required. Strong interpersonal skills and demonstrated experience in working with cross-functional teams. Must be a creative thinker and solution finder. Demonstrated experience in taking initiative when planning and executing projects. Must have excellent time management skills. Working weekends and some holidays required. Physical Requirements General physical mobility including frequent movement throughout the museum including kneeling, bending, and lifting up to thirty pounds. The Art Institute of Chicago is an Equal Opportunity Employer that recruits, hires and promotes qualified individuals compliant with federal and state laws. If reasonable accommodation is needed to participate in the job application or interview process, please contact the Department of Human Resources at View email address on click.appcast.io . #J-18808-Ljbffr School of the Art Institute of Chicago