Schedule: 40 hrs. / week, Tuesday-Saturday
The full-time visitor experience coordinator’s primary responsibility is to enhance visitor experience, deepen student engagement and expand access to the museum as a community resource. The Visitor Experience Coordinator (VEC) works to provide a welcoming and positive experiences for all visitors and promote awareness of and access to the Museum’s collections, exhibitions, programs, and services both in the Museum and through related online platforms. This position is responsible for the successful daily operation of the Museum’s front-of-house services and amenities at the Visitor Experience Desk; recruits and supervises a team of 30 student Visitor Experience and Gallery Guard Staff who will provide high standards of customer experience while maintaining security for works of art on view. VEC works cross-departmentally to manage a successful employee training program. Work hours include weekend and evening hours to support public programs.
Responsibilities include but not limited to:
Establish and work to continually improve museum visitor experience (45%)
● Ensure appropriate security, supervision, coaching, and modeling of behaviors that are consistent with exceptional hospitality on the museum gallery level at all times
● Acts as an interdepartmental liaison to ensure exceptional service with a focus on the visitor experience, ensuring visitors who call or visit are attended to professionally and promptly and visitor concerns and complaints are resolved to their satisfaction and the Museum’s
● Gather and analyze visitor feedback data and identifies potential improvements and/or changes to current Museum practice
● Be present in the public spaces, directly observing the quality of the guest experience on a daily basis. Provide related insights and advocate for services and amenities on behalf of visitors, members, and other external constituents
● Establish metrics and dashboards related to the guest experience, allowing for a common understanding of organizational performance over time. Coordinate prioritization and follow-up for areas of improvement
● Collaborate cross-departmentally to monitor and interpret attendance data
● Identify ways to improve accessibility and inclusion for all Museum visitors and student workers
● Stay abreast of organizational and community happenings such that staff will be knowledgeable and readily disseminate relevant information to guests
● Demonstrate leadership in fostering an organizational culture that values innovation, promotes inclusion, and inspires excellence in the work environment
● Provide support for special events, including some held during evenings and weekends
● Stay abreast of trends and best practices in the art museum field
Hire, Train and Supervise Visitor Experience staff (55%)
● Manage daily staffing needs and scheduling for multiple shifts of direct reports
● Develop, implement and maintain student staff onboarding and ongoing training program
● Collaborate with security director to train students in appropriate methods of museum security
● Schedule, train and supervise student visitor services and student guards ensuring proper procedures are followed
● Lead the daily operations of the front desk with a focus on customer service, organization and efficiency ensuring visitors are attended to professionally and promptly by student staff
● Collaborate with other members of Building Operations to ensure readiness for handling building evacuations, guest injuries, and other potential emergency situations
● Liaise with curatorial and education departments to provide up-to-date exhibition content to front line staff
● Work with registration to understand museum-related conservation standards
● Work with development department to understand membership program in order to present/promote benefits to visitors
● Collaborate with marketing and communications department to provide current museum information to front line staff and to visitors
● Develop ways to engage visitors in appropriate and meaningful ways
● Initiate an assessment/evaluation process for student employees
● Conduct exit interviews and use feedback to improve current practices
QUALIFICATIONS--required
● Bachelor’s Degree, Hospitality Management, Public Relations, Non-Profit, or Museum experience preferred
● Demonstrated ability and willingness to collaborate with a wide range of stakeholders
● 3-5 years of customer service and supervisory experience
● Experience working in a team based environment and managing multiple priorities
● Superior interpersonal, facilitation, and public speaking skills.
● Demonstrated strong project management skills.
● Demonstrated leadership and management skills, with the ability to engage a diverse range of individuals in matters of vision and strategy, as well as day-to-day workplace issues.
● Demonstrated sensitivity and awareness of issues relating to access and inclusion.
● Able to take ownership of problematic situations using proper judgment to find possible solutions or alternatives. Leadership skills necessary for responding authoritatively under stress.
● Proven ability to engage individuals of diverse backgrounds and experiences.
QUALIFICATIONS--preferred
● Computer experience with Google Suite; Microsoft Office programs, Familiarity with museums database software, as well as new systems as required.
● Passion for creating a world-class museum that is recognized for a truly outstanding guest experience.
● Enthusiasm for working in an organization where change is frequent, structure is evolving, and flexibility, teamwork, and good humor are necessary.
APPLY through the University of Minnesota Human Resource website. Job #323601
https://humanresources.umn.edu/jobs
