Assistant Manager of Visitor Services

Visitor Services Assistant Manager

At the Philadelphia Museum of Art, we actively seek to employ a diverse group of people who embody our organizational values. We welcome and encourage individuals of all backgrounds to apply, especially those from marginalized and underrepresented groups in the museum field, who are inspired by our shared purpose and enjoy working collaboratively with others.

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship or immigration status, color, disability, ethnicity, familial status, gender identity and / or expression, genetic information, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other protected status.

The Visitor Services Assistant Manager models superior customer service while ensuring a welcoming atmosphere for visitors in the public areas throughout the museum. They coordinate the activities of the Visitor Services Assistants and monitor visitor experience throughout the museum, redeploying staff resources as necessary to ensure a friendly and informative experience for all.

The Visitor Services Assistant Manager serves as the point-person for any complications that arise in the admissions area and throughout the public areas of the museum, including software or equipment malfunctions, gallery experience, line management, and resolving visitor concerns. Most of the Visitor Services Assistant Manager's day is spent on the floor interacting with our visitors and staff.

Specifically, you will :

Lead the Visitor Services team by demonstrating extraordinary customer service skills.

At all times, be a welcoming and informed presence for visitors while motivating team members to do the same.

Ensure all visitor facing spaces, and personal workspaces, adhere to museum standards of cleanliness and sanitation.

Relieve Visitor Services Assistants (VSA) for breaks; covering admissions, coat check, gallery posts and other functions as needed throughout the day.

Train new VSA's in both customer service and the technical aspects of their job.

Monitor activities in public spaces and intervene to proactively resolve issues before they escalate, with the goal of ensuring a smooth and pleasant experience for visitors.

Identify areas for improvement within the department and make recommendations to the Director of Visitor Services.

Work collaboratively with staff across the museum.

Assist in Scheduling VSA's for all daily, special events and other shifts as needed.

Assist Visitor Services Manager(s) with the orientation and onboarding of new staff.

Assist Visitor Services Manager(s) with performance management of staff.

Ensure all Visitor Services Assistants have the information and supplies needed to carry out their assigned tasks successfully; check in at each of the stations throughout the day.

Responsible for daily opening and closing procedures.

Ensure accuracy of timecards submitted for VSA's.

Perform other tasks as directed by the Director of Visitor Services.

Your background and experience include :

High School diploma, some college coursework preferred or equivalent relevant experience.

Outstanding customer service skills; prior customer service experience required.

Prior experience supervising or managing employees required.

Fluency in English; other language(s) a plus.

Excellent computer skills; familiarity with point-of-sale software a plus.

Good judgement, detail oriented, strong communication and problem-solving skills required.

Friendly and professional demeanor.

Genuine interest in communicating with and assisting others.

A track record of dependability and punctuality are essential.

Personal interest in the arts or a related field preferred, but not necessary.

Experience in hospitality, customer service and / or retail preferred.

Ability to work a varied schedule including evenings, weekends, and holidays.

Position and Compensation Details :

The hourly rate for this position is $22.19.

This position is [Full-Time, Non-Exempt, and 35 hours per week.

This position reports to Director of Visitor and Member Operations

This position is required to be performed fully onsite at Philadelphia Museum of Art locations.

Physical requirements :

Able to remain stationary for extended periods of time, to utilize computers and other office equipment required of this job, to perform physically administrative duties in a typical interior office environment, gallery, or exhibit space, and to access most public and staff areas of the museum campus.

Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

Institutional Requirements :

Upholds the professional standards of the field, always acts in a manner that is consistent with the best interests of the museum and protects and enhances its reputation and standing within the community of museums.

Adheres to the museum's code of ethics and Employee Handbook and avoids any real or perceived conflicts of interest.

Shows respect for co-workers and visitors and an understanding of and appreciation for the diversity of the museum's staff, volunteers, and audiences.

Maintains confidentiality.

Adheres to all museum protocols, procedures, rules, and policies.

Application Timeline :

Applications will be reviewed on a rolling basis. We encourage candidates to apply early as the position will close once we have a robust applicant pool or a candidate has been selected.

What We Offer :

Our employees are at the center of the museum. As an employee, you will have access to numerous museum perks including, but not limited to :

Free general admission to the museum for you and your immediate family

Discounted guest tickets for admission

Discounts on gift memberships

Special staff tours and presentations from our curatorial and conservation teams

Discounts at the museum restaurant, museum cafs, and museum retail and online stores

We offer a comprehensive benefits package for employees including :

Medical, dental, and vision benefits

Fully paid short-term disability insurance, long-term disability insurance, and life insurance

Health savings or flexible spending account program

Retirement savings program with museum match

Paid vacation, personal days, sick days, and holidays

• Eligibility for certain benefits is based on a variety of factors including the employee's regular schedule and tenure.