Posted on March 29, 2012

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Assistant Manager of Visitor Services, Admissions

Join us as we prepare to launch a major exhibition of contemporary art! Our highly anticipated exhibition, Phantoms of Asia: Contemporary Awakens the Past opens on May 18, 2012.

We are seeking an outstanding visitor services professional to assist in ensuring the most enjoyable and fulfilling experience to every visitor who enters the museum. The Assistant Manager will supervise the staff and operations of the Admissions area, the first point of contact for visitors. The ideal candidate will bring exceptional systems, organizational, problem-solving, and customer service skills as well as flexibility, resourcefulness, and integrity.

Examples of Duties

• Manages the day-to-day functions of Admissions including administering policies, tracking attendance and revenue, and scheduling staff.
• Supervises both regular and temporary staff and oversees volunteers involved in admissions, visitor information, and coat check; conducts briefings to ensure the transmission of accurate information for each visitor; identifies areas where additional training is needed, develops and provides ongoing training on both formal and informal bases.
• Handles inquiries for information regarding visits via telephone, voicemail, written, and e-mail.
• Coordinates with staff in other museum departments to respond to visitor inquiries and to ensure accurate and excellent customer service to museum visitors.
• Ensures seamless cash handling and control, and excellent record keeping related to admissions and other sales transactions; works closely with Visitor Services Manager to maintain financial and data integrity.
• Serves as an advocate for the visitor while simultaneously promoting the welfare of the museum; communicates with a variety of visitors with diverse interests and abilities to ensure a positive museum experience; handles visitor complaints; resolves visitor concerns to the mutual satisfaction of the visitor and the museum.
• Proactively identifies best practices that will promote and inspire a visitor centered culture.

Minimum Qualifications

• Bachelor's Degree, with course work in business or arts administration preferred
• Three (3) years of related customer service work experience, including at least two (2) years of supervisory experience; or an equivalent combination of education, training, and experience
• Solid computer skills including both Excel and ticketing point of sales systems. Familiarity with Ticketmaster/VISTA ticketing software a definite plus
• Knowledge of visitor service principles, practices, and procedures; knowledge of arts and/or leisure audiences preferred. Reservations, and group visits and sales experience helpful
• Knowledge of financial record-keeping practices and procedures; excellent business math skills
• Ability to develop and implement effective initiatives and strategies to ensure consistent excellent customer service in all areas of the museum
• Ability to understand and implement the museum's mission, activities, services, and programs; write and interpret museum policy and procedure for the visitor; problem-solve and devise solutions and initiatives to refine policies and systems
• Ability to train, direct, supervise, schedule, evaluate, and motivate staff and volunteers
• Ability to work in fast-paced environment; adhere to deadlines; demonstrate excellent judgment and flexibility in meeting multiple, shifting demands and priorities
• Ability to establish and maintain effective working relationships with staff, volunteers, and members of the public; exercise tact and diplomacy at all times; demonstrate an understanding of protocol and sensitivity to cultural diversity issues
• Ability to work on weekends, holidays, and some evenings
• Able to lift and carry up to 40 pounds

Compensation

Competitive compensation and benefits package.

Application Instructions

The Asian Art Museum embraces and celebrates diversity in its mission, programs, and staff.