Supervisor, Visitor Experience

JOB TITLE: Supervisor, Visitor Experience

DEPARTMENT: Visitor Experience

REPORTS TO: Manager, Visitor Experience

CLASSIFICATION: Part-Time, Non-Exempt

REMOTE WORK ELIGIBILITY: Project-Based

SCHEDULE: Thursday-Sunday

GENERAL SUMMARY

Under the direction of the Manager, Visitor Experience the Supervisor, Visitor Experience supervises and motivates the front-line museum team and special exhibition temporary staffing in creating a positive visitor experience across a seven-day a week operation.

ESSENTIAL FUNCTIONS

• Supervise all aspects of the Visitor Experience daily operations including floor management, devices, visitor information and signage, coat check, concierge, internal and third-party event support, admissions, sales and cash handling, and call center with an emphasis on ensuring a positive and efficient visitor experience.
• Supervise a team of 25 - 30 visitor experience associates in a hands-on manner supporting the team on the museum floor daily.
• Conduct daily and monthly meetings with team members.
• Create, adjust, and approve work schedules to ensure that appropriate staffing levels are maintained, according to business demands.
• Cultivate collaborative partnerships with internal customers to resolve and enhance the visitor experience.
• Troubleshoot customer service concerns on-site, via email, and telephone and respond to visitors concerns in writing, via telephone or in person.
• Review visitor satisfaction data and recommend changes as needed to improve visitor experience.
• Monitor and maintain the museum wide ticketing system in a technical support role, acting as first contact for reporting and addressing issues.
• Create and update all departmental reference materials and train Visitor Experience Associates.
• Prepare daily reconciliations financial reports to the DIA Accounting Department.
• Configure statistical reports as requested.
• Source, research, and purchase equipment. Initiate and ensure completion of equipment orders, repair and/or maintenance.
• Respond to various staff and other museum department requests.
• Prepare temporary signage, plan, and delegate event set-up.
• Collaborate with other DIA internal departments on a regular basis to support museum operations to include programs and special exhibitions.
• Recruit, mentor, develop and successfully manage a team to achieve the strategic objectives and the present and future needs of the department. Lead team members using a performance support process including goal setting, feedback, and development.
• Create a collaborative work environment by using a performance support process including goal setting, feedback and development.
• Foster, promote, and support Inclusion, Diversity, Equity, and Access (IDEA) through the DIA values, active listening, embracing difference, and engaging with empathy to promote a culture of belonging among internal and external stakeholders.
• Perform other duties as assigned.

QUALIFICATIONS

EDUCATION AND EXPERIENCE


Associates degree in related field required. Bachelor's degree preferred. Three (3) years of experience in retail management, cash handling, or customer service required. One (1) year of supervisory experience required. Experience in data management and report writing strongly preferred. Additional years of experience may be substituted for degree requirement.

KNOWLEDGE, SKILLS, AND ABILITIES

• Must possessleadership skills and the ability to lead a team to meet strategic goals supporting the museum strategy and vision.
• Demonstrated collaboration skills to work across departments and divisions internally and with diverse stakeholders externally.
• Must have demonstrated active listening and communication skills and an ability to communicate clearly and professionally.
• Demonstrated ability to speak publicly, including presenting or sharing information in a clear, effective, and engaging manner suited to the audience.
• Must possess a demonstrated understanding of ethical business conduct and professional practices including maintenance and protection of confidential and sensitive information.
• Ability to calmly and professionally deescalate and resolve challenging situations with team members and visitors.
• Ability to identify challenges and opportunities, engage others in their resolution, and recommend appropriate course of action.
• Demonstrated ability to work with attention to detail and produce accurate results.
• Demonstrated flexibility and adaptability to changes in priorities based on operational need.
• Demonstrated organizational skills to plan, manage, prioritize, and complete multiple on-going projects to meet deadlines and goals.
• Experience with donor management software, Raiser's Edge preferred.
• Experience with ticketing software, Acme preferred.
• Ability to respond calmly and make decisions in urgent and emergency situations.
• Ability to work regular weekend, evening, and holiday hours.
• Must have proficiency in the use of remote work technology such as scheduling with, connecting to, and using digital collaboration platforms such as Microsoft Teams.
• Must be proficient in the latest version of Microsoft Office 365.
• Must be able to establish and maintain professional, productive and courteous interactions that promote positive teamwork. This encompasses going beyond giving and receiving instructions and includes but is not limited to (a) performing work activities requiring interacting or speaking with others; and (b) responding appropriately to constructive feedback or suggestions for improvement from a supervisor.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Upon receiving notice, reasonable accommodations may be made, if possible, to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to communicate and exchange accurate information using various methods including in-person, virtual, telephone, and email. Ability to independently travel throughout the entire museum frequently each day. Ability to lift and move up to 25 pounds occasionally during shift.


This job description describes the general nature of the duties and requirements of this job. It is not intended to be an exhaustive list or to limit the supervisor's ability to modify work assignments as appropriate.

THE DETROIT INSTITUTE OF ARTS IS AN EQUAL OPPORTUNITY EMPLOYER.