What are the responsibilities and job description for the Supervisor, Visitor Services position at Museum Associates?
Supervisor, Visitor Services (Regular, Full-Time)
Visitor Services
Reporting to the Manager, Visitor Services, the Supervisor is primarily responsible for acting as the supervisor-on-duty during regular museum operating hours and for some afterhours events, is responsible for troubleshooting visitor and member issues as they arise and accelerating a response when necessary, and coordinating staff efforts throughout the day for staff working at the Ticket Office and at assigned entry posts throughout the campus. This leadership positions ensures that day-to-day ticketing and staffing logistics of the Visitor Services department run smoothly and according to established policy and procedure. The Supervisor provides work direction and oversight to the Visitor Services Team Leads.
Responsibilities:
- Supports the Visitor Services operation including opening and closing duties and working at posts when necessary
- Ensures that all ticketed event requests, including museum operations, films, music, education, and member programming, are completed in an accurate and timely manner
- Collaborates with Education, Exhibitions, Finance, Marketing, Membership, Public Programs, Strategic Services, and other related departments to prepare and implement strategic staffing and ticketing plans for special exhibitions
- Generates ticketing, attendance, revenue, and inventory reports with a strict degree of attention to accuracy of reported information as scheduled and on demand
- Works closely with the Manager, Visitor Services on candidate interviews, staff onboarding, training, coaching, performance reviews, and departure according to established policies and procedures
- Supervises the Team Leads to ensure a complete staffing schedule is published on a twice monthly basis and covering Ticket Office, Gallery Staffing, and Ticket Window posts
- Identifies and recommends opportunities to improve Tessitura efficiencies, policies, and procedures
- Ensures that ticketing and cash handling policies and procedures are trained, enforced, and report with the highest degree of attention to detail and integrity as possible.
- Resolves visitor and member issues in a timely and efficient manner, and accelerate any additional response where required
- Professionally and gracefully handles VIP or donor visits when assigned
- Assists Team Leads with prepping and running of pre-shift staff meetings
- Communicates employee, member, and visitor issues to the Manager, Visitor Services and to the AVP, Membership and Visitor Services.
- Performs other duties or special projects as assigned
- Maintains regular and reliable attendance
Benefits:
- The expected hourly rate for this Los Angeles, CA based position is $25.50-$26.93, subject to change, and the position is eligible for LACMA’s comprehensive benefits package, including pension plan.
- LACMA is committed to providing its employees with valuable and competitive benefits as a core part of a strong overall employee experience.
Qualifications:
- Bachelor’s degree in Business, Communications, or Art History and/or equivalent work experience
- Minimum of 3 years of visitor services supervisory experience, with a demonstrated knowledge of non-profit business practices, and a proven ability to provide effective, friendly, and outstanding customer service
- Expert skills in ticketing software, preferably in Tessitura
- Proven ability to provide effective customer service for internal and external clients
- Must operate with a strong attention to detail using strong organizational skills while managing a continuous workflow in a visitor-focused, high-volume setting
- Open availability including nights and weekends. This position is scheduled on-site Thursdays–Mondays.
Salary : $26 - $27