Admissions Desk Supervisor

Job details:
The Solomon R. Guggenheim Foundation
Expiring Date: 22 May 2018
Date: 23 March 2018
Sector: Visual Arts
Function: Customer Service, Management/General Management
Contract: Full Time
Salary: Salary according to the experience
Place of work: United States (New York)
The Solomon R. Guggenheim Foundation

Job Description

The Solomon R. Guggenheim Foundation is seeking an Admissions Desk Supervisor for Visitor Experience. The Admissions Desk Supervisor reports to the Manager, Visitor Experience.
 
Founded in 1937, the Solomon R. Guggenheim Foundation is dedicated to promoting the understanding and appreciation of art, primarily of the modern and contemporary periods, through exhibitions, education programs, research initiatives, and publications. The Guggenheim network that began in the 1970s when the Solomon R. Guggenheim Museum, New York, was joined by the Peggy Guggenheim Collection, Venice, has since expanded to include the Guggenheim Museum Bilbao (opened 1997) and the Guggenheim Abu Dhabi (currently in development). Looking to the future, the Guggenheim Foundation continues to forge international collaborations that take contemporary art, architecture, and design beyond the walls of the museum. More information about the foundation can be found at guggenheim.org.
 
Supervisory Responsibilities:
In conjunction with other Supervisors and under the direction of the Manager, Visitor Experience, oversee frontline staff of approximately 7 people.
 
Key Responsibilities:

  • Work with other members of the Visitor Experience team to fulfill the department’s mission of creating a first-class experience for all visitors to the iconic Solomon R. Guggenheim Museum.
  • Oversee all components of the frontline visitor experience and ensure that Visitor Assistants are adhering to all standards and protocols, serving as the representative of the Manager and the Director, Visitor Experience, on the museum floor.  
  • With the support of the Manager, implement training for new employees. Assess staff performance by coaching and counseling; planning, monitoring, and appraising job results.
  • With the support of the Manager, provide ongoing training on systems procedures, museum knowledge, membership levels and benefits and customer service.
  • With the support of the Manager, maintain oversight of all Admissions desk operations by coordinating and enforcing operational and personnel policies and procedures on a daily basis.

 
 
 
 
Operations:

  • Oversee daily operations of the Visitor Experience Desks following standard procedures, including administering opening and closing duties, monitoring brochures on display and periodically inspecting the rotunda space to ensure cleanliness and safety for public.
  • Manage daily scheduling, including Visitor Assistants’ post and breaks, rotating administrative duties, and exhibition-related tasks.
  • Manage and track inventory of all supplies needed for daily operations including receipt tape, Sales Summary Envelopes, deposit bags, etc. Coordinate with Manager when inventory is low to insure replacement stock can be ordered in a timely manner.
  • Attend weekly Visitor Experience departmental meetings, including Pre-Exhibition Meetings and tours.
  • Attend weekly meeting with Manager and Director, Visitor Experience to provide feedback and receive input regarding previous week, including guidance and training related to supervisory responsibilities.
  • Coordinate with Membership Department regarding inventory of onsite membership materials, including incentives, brochures and temporary cards, etc.
  • Serve as a liaison between the Box Office, Group Sales Associate and Box Office Coordinator for incoming groups and during public programs.
  • Sell tickets when necessary.

 
Customer Service:

  • Provide daily policy reminders to staff and volunteers, including communication regarding special admission promotions, membership initiatives, discounts, museum programming, etc.
  • Ensure that Visitor Assistants performing the greeter role are doing so in a proactive manner.
  • Facilitate all public complaints by encouraging visitors to complete comment forms and mediate escalated concerns with museum visitors.
  • Provide feedback to Admissions Desk staff regarding proper etiquette standards when dealing with the public.
  • Support museum programs by interacting with visitors in a friendly, helpful and professional manner and ensure that all frontline department members are doing so.

 
Quality Assurance: 

  • Monitor the performance of the Visitor Assistants to ensure that museum and department standards are maintained at all times.
  • Coordinate with Manager, to reconcile all operating funds and admissions revenue upon opening and closing of the museum.  Oversee the count out procedure of each Visitor Assistant throughout the day and verify all funds for each drawer. Prepare and deposit all Visitor Experience revenue at the end of the day with security.
  • Perform daily skims of cash and drawer counts at Admissions desk in order to maintain adherence to museum’s cash-handling policies.
  • Monitor VA ticketing to assure adherence to all ticketing policies such as number of complimentary tickets issued, discounts applied and valid IDs shown when required.
  • Other duties as assigned by Manager and Director, Visitor Experience.

 
 
Qualifications and Requirements

  • B.A. degree/arts background or interest
  • Previous customer service and supervisory experience
  • Familiarity with foreign languages a plus

 
 
The Solomon R. Guggenheim Foundation is an equal opportunity employer.
 
 Department: Visitor Experience
This is a full time position

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