Visitor Experience Supervisor

Visitor Experience Supervisor

The Visitor Experience (VE) Supervisor provides leadership and support to Gallery Associates to ensure a positive visitor experience and compliance with policies and procedures. The VE Supervisor also provides day-to-day operations support to both visitors and back-of-house operations. The VE Supervisor ensures the highest level of customer service for CMA. This position will be scheduled primarily on evening and weekend event shifts.

Duties and Responsibilities:

• Manage the Welcome Desk to provide a great experience for all guests:
  • Oversee daily Welcome Desk operations (provide associate breaks, open/close registers, make deposits, monitor parking, and assist with parking lot and gate issues)
  • Manage visitor transactions using computer-based point of sales (POS) and client management system (CRM) including daily admission, memberships, and program registration. Practicing proper cash handling procedures.
  • Control crowds and entrance flow. Greet all staff, visitors, and vendors at public entrances and ensure they are properly directed according to their need.
  • Answer multi-extension telephone system, respond effectively and efficiently to all questions and requests for information. Maintain knowledge of museum departments and staff members, to expedite connection of callers to the appropriate staff.
  • Utilize a variety of strategies to inquire about visitor needs, interests, and questions. Hold friendly and professional conversations.
  • Receive and properly direct and/or record all visitor feedback.
• Maintain the wellbeing of people and art throughout the museum:
  • Ensure that visitors comply with museum policies, by proactively communicating those policies in a direct, friendly, and respectful manner.
  • Provide gallery support when additional monitoring is required.
  • Inspect and document art irregularities and report in a swift and professional manner.
  • Must be able to handle stress in an emergency and react calmly and appropriately according to museum policies and procedures.
  • Manage and potentially de-escalate interactions with upset visitors.
  • Be respectful of boundaries and personal space, monitoring body language and facial expressions of self and others, communicate respectfully and professionally.
• Manage day-to-day VE operations and provide Gallery Associate support:
  • Maintain visual standards of public spaces (sign placement, clean / organized Welcome Desk, placement and appearance of furniture), calling facilities to clean trash, spills, or other hazards, or contacting maintenance for facility damage.
  • Support the Gallery Associates by running morning meetings, updating rotations, communicating daily needs, keeping apprised of gallery updates, providing coaching conversations, upholding policies, and relieving associates for breaks.
  • Provide support during Gallery Associate training.
  • Maintain standards in matters of appearance, attitude, and performance in yourself and the associates. Document and report Gallery Associate performance issues.

Additional responsibilities as assigned.

Qualifications:

• Must have supervisory experience.
• Must have customer service experience.
• Ability to assert oneself to enforce policies (speak up to guests, point out policy violations, request compliance); can manage guests and crowds in a professional manner.
• Proven ability to carry out processes and procedures while providing quality customer service.
• Excellent interpersonal, conversational, and verbal communication skills. Must be fluent in conversational English. Conversational fluency in additional languages is desirable.
• Willingness and capacity to acquire new skills and knowledge; intellectually curious.
• Highly responsible, reliable, proactive, trustworthy, self-motivated and detail oriented.
• Demonstrate leadership, comfortable making decisions and upholding procedures; able to identify issues and find solutions.
• First Aid, CPR, AED Certification a plus.
• Can handle a multiple-task environment, including phone communication, cash handling, and accurate data entry.
• Must have a flexible schedule with ability to work weekends (both Saturday and Sunday) and/or evenings ending as late as 1:00 am.
• Experience with computer systems, database management, and Microsoft Office Suite a plus.

• Candidates must be able to work at both CMA locations: 480 East Broad St. and 632 Park St.

Uniform Requirements: This position requires business casual dress, including clean, professional personal appearance.

Physical Demands: Staff members must have the ability to be physically present (stationary and mobile), attentive, and engaged for extended periods of time. Must be able to deliver understandable instructions to assist visitors even in stressful situations. Must be able to see, read, communicate, and comprehend. Must be able to understand and follow verbal and written instructions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: Expect a cooperative, team-focused environment working directly with visitors of all ages and backgrounds. CMA galleries experience a full range of activity from quiet and slow paced to loud and crowded. All work is focused on providing a positive visitor experience while also promoting CMA mission and values.