Visitor Experience and Volunteer Professional
Posted: Oct 23, 2020
The Visitor Experience & Volunteer Professional (VEVP) plays a significant role in providing a memorable experience for all people who visit the Tampa Museum of Art (TMA). Superior customer service is provided to each and every visitor, every day, with every interaction. A VEVP will receive dynamic, ongoing training from the Visitor Experience and Engagement Coordinator, Safety & Security Team, Development Team, and Education Team to ensure that the TMA accomplishes its customer service goals. The role of the VEVP will be to engage the public in a passionate and interesting way when talking about TMA’s exhibitions and programs, while delivering superior customer service to ensure an exceptional visitor experience. The VEVP will also be responsible for sourcing and recruiting volunteers for various departments in the museum, and training those volunteers to effectively engage with the public and to provide an outstanding experience to guests visiting the museum.
Reception and Customer Service
Greet visitors in a friendly, welcoming manner and provide visitor assistance throughout the museum.
Provide general museum information including, but not limited to, museum admission prices, hours of operation, membership, and programs.
Assist will general orientation and check-in groups to the museum for their tours and school visits.
Assist in handling visitor issues that include, but are not limited to, navigating museum gallery space, museum policies, and museum and exhibition information.
Proactively engage visitors in conversations and interactions in areas that include, but are not limited to, art, activities, exhibits, and interactive programming.
Provide any additional informational pamphlets and/or maps upon the request of the visitor.
Other duties as assigned.
Volunteer Monitoring and Other Duties
Monitor a group of active volunteers for day to day operations at the museum under the supervision of the Visitor Experience & Engagement Coordinator.
Review volunteer applications and onboarding processes for various departments. Including; providing exhibition materials both online and in print, reviewing museum membership programming, model gallery protocols and visitor engagement.
Knowledge of recruiting software preferred.
Schedule interviews with potential volunteers.
Maintain volunteer records and hours worked.
Provide support for the performance of duties within the team.
Point of contact for the Visitor & Member Outreach Volunteers.
Point of Sale Cashiering and Information/Front Desk
Open and close the front desk, maintain a tidy workspace.
Process general (POS) and membership transactions.
Follow safe cash handling procedures.
Close and balance drawer at end of day, process end of day report.
Supply admissions reporting to other departments as needed.
Answer phones, transfer phone calls, and respond to voicemail.
Reply to visitor emails and social media inquiries/comments.
Assist with mailings, data entry, and other administrative tasks as assigned.
Safety & Security
Patrol museum galleries to protect exhibits, and property from theft, violence or vandalism.
Report any irregular or suspicious activities.
Report to dispatch through radio communications, and in-person as needed.
Decisively respond to assigned calls for service, emergent situations, and critical incidents occurring during shift in accordance with established training/standards.
Minimum of 4 hours patrolling, standing and/or walking in lobby and galleries required.
Some light lifting, twenty (20) pounds or less, may be required on an infrequent basis.
Ability to follow documented museum and gallery evacuation procedures in case of a threat or disaster.
Bachelor’s degree required.
1 – 3 years prior customer experience required.
1 – 3 years prior volunteering experience required.
Energetic, outgoing, and friendly personality required.
Must work enthusiastically, respectfully, and professionally with a diverse group of audiences and possess a passion for helping people discover and explore.
Proficiency in Microsoft Office, Adobe Acrobat and basic computer tasks.
Ability to work weekends, evening hours, and holidays is required.
(POS) experience preferred.
Experience using Volgistics, VicTouch and Siriusware, or other volunteer management and point of sale software preferred.
Interpersonal Relations – Establishes rapport with others at all organizational levels, shows respect for others, considers and responds to the needs, feelings, and capabilities of others, establishes and maintains an open dialogue with others, works with others in a healthy and productive way.
Customer Service/Teamwork – Is dedicated to internal and external customer service; committed to the TMA’s customer service standards, regardless of position; is able to work independently or as part of a dynamic team.
Self-Management – Assesses own skills and abilities and identifies areas for improvement, willingly accepts constructive feedback, can work independently, or as part of a dynamic team, is able to produce under tight deadlines, can successfully handle multiple projects; possesses excellent organizational skills.
Personal Integrity and Professional Conduct – Demonstrates dependability, honesty, integrity, trustworthiness, and credibility, models appropriate professional behavior, accepts responsibilities for own actions, maintains confidentiality, upholds ethical standards.
Adaptability – Adjusts, modifies own behavior, remains flexible in response to changing situations and environments, new or rapidly changing information, and unexpected obstacles; maintains high performance, emotional composure, objectivity, and balanced perspective under pressure and shifting priorities.
Oral and Written Communication – expresses ideas and facts in a clear and understandable manner appropriate for the individual or group; listens to and comprehends what others are saying.
Organizational Awareness – Uses the organization’s formal and informal social, political, and technical structures to build relationships, negotiate solutions and accomplish goals. Stays open-minded, embracing key elements of diverse perspectives, adapting strategies as needs, expectations or the organizational climate evolve. Gets positive results for clients and/or visitors and other stakeholders, based on accurate assessments of what is realistic and whose support is essential.
Jobe Type: Full-time, 40 hours per week.
Schedule: Tentative Tuesday through Saturday, subject to change. May be asked to work evening events throughout the year.
Other duties may be assigned that are not listed in the above description and the TMA may change the specific job duties with or without prior notice based on the needs of the organization.
Send your cover letter and resume to the Visitor Experience & Engagement Coordinator Jessica Abbajay at firstname.lastname@example.org