Assistant Manager of Visitor Services
4 days left
- Employer
- CMA
- Location
- Cleveland, Ohio
- Posted
- Dec 28, 2024
- Closes
- Jan 28, 2025
- Ref
- 2872053587
- Certification
- CMA: Preferred
- Work Mode
- Work from office
- Hours
- Full Time
- Employment Type
- Permanent
- Organization Type
- Corporate
The Assistant Manager of Visitor Services is customer service oriented and supports oversight over many aspects of the department's daily operations, including, but not limited to, supporting, and managing front of house staff; providing front of house assistance as needed, ensuring all visitors and members are well served; resolving any visitor experience issues efficiently and appropriately; and other department support services as needed.
Requirements and Key Competencies
Responsibilities
Application Material: Please submit a cover letter, resume, and contact information for 3 references.
Full-time Benefits include:
Requirements and Key Competencies
- Bachelor's degree and a minimum of two years of proven managerial experience, including direct supervision of staff; customer service and/or sales experience required.
- Proven ability at providing close attention to details and providing follow-up to peers and customers. Strong interpersonal communications, both written and verbal. Strong computer skills, familiarity with ticketing software and online database systems an asset. Ability to work in fast-paced environment, deal with the public in a professional manner and handle multiple tasks and problem solving under pressure; discretion - position has access to confidential records.
- Possess excellent skills in organization, verbal and interpersonal communication, and customer service. Ability to communicate tactfully with visitors, colleagues, docents, volunteers, and community partners. Must be detail oriented.
- Select evenings and weekend days are required. Work conditions may require standing for long periods of time.
- Assistant Manager may be required to work at the Transformer Station, our off-site exhibition gallery and performing arts space, located at 1460 W 29th St. on an as needed basis.
- Ability to receive input and feedback from a variety of sources and handle multiple requests in a fast-paced environment.
Responsibilities
- Serves as the Visitor Services manager on duty during operating hours and select events, which includes supervising front of house staff and supporting volunteers. Select evenings and weekend days are required based on scheduling with other Assistant Managers.
- Manage the day-to-day operations of the department in conjunction with the Director of Visitor Services.
- Respond to visitor queries, comments, and complaints, including comment cards, e-mails, and online comments in a prompt timeline.
- Prepare and maintain information and tools for Visitor Services team members, such as handbooks, training materials, phone lists, and other items as appropriate.
- Develop and implement solutions to issues with ticketing and sales processes, ticketing equipment, visitor concerns, and traffic flow.
- Assist with long-term planning of hiring staff, resources, and procedures to provide a high level of customer service during varying levels of attendance.
- Create and maintain the monthly and daily work schedules of the Visitor Services staff. Create daily schedules to ensure that all aspects of the front of house is staffed appropriately.
- Work with the Director of Visitor Services to interview, hire, and on-board new Visitor Services team members when needed.
- Must be organized and able to produce accurate reports via the ticketing system, as well as timely and accurate deposits of money.
- Provide coverage for front-of-house staff when needed, including processing ticket orders, museum memberships and information requests by phone or in person utilizing a computerized ticketing system; greeting and engaging visitors with prompt, courteous, and professional service; welcoming visitors as they enter the museum, helping them navigate to their destination throughout the museum. Provide information to visitors on all aspects of museum, including exhibitions, permanent collection, membership, café, and store; encouraging membership to non-member visitors by explaining benefits of membership, including up-sell from exhibition ticket purchase to membership.
Application Material: Please submit a cover letter, resume, and contact information for 3 references.
Full-time Benefits include:
- Partner level membership to CMA
- Free, unlimited admission to select Cleveland Museum of Art ticketed exhibitions (two adult member tickets per visit, subject to availability)
- 50% off admission to select ticketed exhibitions for members' guests
- Free admission to select ticketed exhibitions for unlimited children, 17 and younger, when accompanied by a member
- Priority registration and discounts for museum art classes for adults and children
- 20% discount in the museum store
- 10% discount in the museum restaurant and café
- Annual subscription to Cleveland Art members magazine
- Free Garage Parking
- Your employment relationship with the museum qualifies you for free or discounted admissions to other cultural institutions such as the Natural History Museum, Botanical Gardens, The Cleveland Zoo, etc.
- Medical
- Dental
- Vision
- Life and Accidental Death and Dismemberment Insurance
- Voluntary Life
- Short Term Disability
- Long Term Disability
- HSA