Associate Manager of Visitor Services

Join us as we open Out of Character: Decoding Chinese Calligraphy and as we prepare for the opening of China’s Terra Cotta Warriors, The First Emperor’s Legacy in February 2013!

We are seeking a talented visitor services professional to ensure the most enjoyable and fulfilling experience to every visitor who enters the museum. The Associate Manager will supervise the staff and operations of both Admissions and Group visits/sales. The ideal candidate will bring exceptional systems, organizational, sales, 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; identified 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 email.
• 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 identified best practices that will promote and inspire a visitor centered culture.
• Oversees Group Visits program; setting aggressive goals to expand and improve the program with creative and innovative methods.

Minimum Qualifications

• Bachelor's Degree with course work in business or arts administration, preferred
• Four (4) 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
• Excellent computer skills including both Excel and ticketing point of sales systems. Familiarity with Ticketmaster/VISTA ticketing software a definite plus
• Knowledge in and experience of visitor service principles, practices, and procedures; including experience with reservations, group visits, and group sales methods and techniques. Knowledge of arts and/or leisure audiences, museum experience preferred
• Knowledge and experience in financial record-keeping practices and procedures; cash handling practices; good customer service practices, standards, and training methods
• Ability to develop, document, and implement effective initiatives and strategies to ensure consistent excellent customer service in all areas of the museum
• Ability to type numerical texts and make basic calculations accurately; excellent business math skills; strong analytical abilities
• Ability to understand and implement the museum's mission, activities, services, and programs; write, document, 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

Apply online at http://bitly.com/Us3jun or

Send a letter of interest and resume ASAP to:

HUMAN RESOURCES
Asian Art Museum
200 Larkin Street
San Francisco, CA 94102
FAX: 415.861.2359

*The Asian Art Museum is one of the largest museums in the Western world devoted exclusively to Asian art and culture. Home to more than 17,000 works of art from over 40 Asian countries, we strive to be a catalyst for discovery, dialogue, and inspiration. With Asia as our lens and art as our cornerstone, we spark connections across cultures and through time, igniting curiosity, conversation, and creativity.*

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

Job Type: Administration
Organization Type: Nonprofit Organizations