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VISITOR EXPERIENCE & ENGAGEMENT REPRESENTATIVE COORDINATOR

Posted by Tampa Museum of Art ; Posted on 
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VISITOR EXPERIENCE & ENGAGEMENT REPRESENTATIVE COORDINATOR
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TAMPA MUSEUM OF ART

VISITOR EXPERIENCE & ENGAGEMENT REPRESENTATIVE COORDINATOR

The Visitor Experience & Engagement Representative (VEER) Coordinator plays a significant role in providing a memorable experience for all people who visit the Tampa Museum of Art (TMA).  The VEER Coordinator reports to the Director of Marketing and Communications. The coordinator supervises a team of VEERs, ensuring those team members receive dynamic, ongoing training from the VEER administrative team, Safety and Security team, Development team, and Education team to accomplish TMA’s customer service goals.

Core Competencies

  • 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; can work independently or as part of a dynamic team
  • Communication – Oral and written communication expresses ideas and facts clearly and understandably for the individuals or groups; listens to and comprehends what others are saying
  • 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; can complete tasks 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
  • 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 vital elements of diverse perspectives, adapting strategies as needs, expectations, or the organizational climate evolves. Gets positive results for clients, visitors, and other stakeholders based on accurate assessments of what is realistic and whose support is essential.

MANAGEMENT RESPONSIBILITIES

The person in this role will be responsible for managing a team of VEERs and ensuring the whole team collaborates to complete day-to-day tasks on time. As the face of TMA to the general public, the VEER Coordinator should present an energetic, outgoing, and friendly personality. The VEER Coordinator must work enthusiastically, respectfully, and professionally with a diverse group of audiences and possess a passion for helping people discover and explore art and the programs TMA has to offer.

Administrator for VEER Team

  • Hire, train, and supervise the VEER team. This includes conducting interviews, monitoring the onboarding process (sending and receiving HR paperwork), creating and implementing all training programs and sessions, and overseeing all daily tasks at the front desk and in the galleries.
  • Create and manage VEER shift schedules, working closely with the Safety and Security team to ensure proper coverage in the galleries throughout the day.
  • Manage electronic timekeeping system for the VEER team.
  • Assign administrative tasks to the VEER team, such as data entry, mailings, membership processing, printing signage, and other duties.
  • Act as a liaison between the VEER team and all other departments.
  • Communicate to the VEER team all updates regarding museum information, such as exhibition content, education programming and events, special events, and changes to museum hours.
  • Order office supplies and membership items for the front desk area.
  • Oversee all IT support for front desk computers by submitting work orders and acting as the primary contact person for InfoSight and Siriusware, for any computer/printer/IT-related issue at the front desk.

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, and membership information.
  • Sell museum memberships at the front desk and train VEERs in offering membership options to visitors.
  • Address customer service issues that require management attention.
  • Regularly train and provide refresher training to VEERs regarding emergency protocols, de-escalating customer service issues, and dealing with visitors who have special needs.
  • Assist groups with getting oriented to the museum for their tour and school visits.
  • Assist in handling visitor issues that include, but are not limited to, wayfinding and lost and found.
  • Proactively engage with visitors at the front desk, atrium, and 2nd-floor galleries.
  • Answer phones and transfer calls.

Point of Sale Cashiering & Information Desk Clerk

  • Complete opening and closing procedures, maintain tidy lobby and desk.
  • Process point-of-sale general and membership admissions, membership applications, donations, and education registration transactions.
  • Follow safe cash handling procedures.
  • Close and balance cash drawer at the end of the day, process end-of-day financial report.
  • Assist with mailings, data entry, and other administrative tasks as assigned.

 

Safety & Security

  • Patrol assigned museum facilities to protect the exhibits, property, and artifacts from theft, violence, or vandalism. Train the VEER team for the same procedures.
  • Work with the Curatorial team to identify artwork that may need extra close supervision in each exhibition.
  • Report any irregular or suspicious activities to the on-site Safety and Security team.
  • Decisively respond to assigned calls for service, emergent situations, and critical incidents occurring during a shift following established training/standards.
  • Report and file complete and comprehensive incident reports.
  • Train all VEER team members in up-to-date safety practices provided by the Safety and Security team.

 

Development

  • Work with the Development team to implement and execute membership drives and membership-based events.
  • Attend weekly facilities meetings to identify VEER staffing needs and update VEER team schedules to ensure VEERs are available to assist during special events, including fundraisers and member-only exhibitions.
  • Manage incoming donation requests for charitable events and communicate with the Development and Marketing teams to ensure TMA’s donation is appropriate and recognized with proper branding materials.
  • Submit data reports for hotels and banks associated with the TMA.
  • Submit monthly admissions reports to the Executive Director.
  • Sell memberships and tickets during special events.

 Marketing & PR

  • Assist the Director of Marketing and Communications with email marketing and social media tasks by delegating requests to the VEER team and ensuring projects are proofread and completed on time.
  • Update ticket pricing on the TMA website and third-party ticket sales sites.
  • Update and print museum maps.
  • Assist with updating e-newsletters and data entry.

REQUIREMENTS

Qualifications

  • College diploma or equivalent
  • 3+ years prior customer service and point-of-sale experience with references
  • Proficiency in Microsoft products, including Word, Excel, and PowerPoint, Office.com Apps, and Windows Operating System
  • Ability to work weekends, evening hours, or holidays
  • Experience in the management and training of new employees
  • Ability to use Razor’s Edge and SirusWare’s POS System, Report Manager, and System Manager programs
  • Must be detail-oriented and have strong written and spoken communication skills and excellent attention to detail, spelling, and grammar
  • Must have substantial project and time management skills
  • A bonus, but not required, ability to speak other languages in addition to English
  • Experience working in a museum setting is a plus

Physical Demands

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.

  • Standing and walking throughout galleries and lobby
  • Ability to occasionally perform light lifting, twenty (20) pounds or less, of printed materials and office supplies
  • While performing the duties of this job, the employee is regularly required to talk or hear to be able to listen and speak with customers and communicate with other staff over the radio
  • Ability to combine colors, fonts, and layouts consistent with the Tampa Museum of Art’s visual style

Additional Details

Job Type: Full-time, 40 hours per week.

Work Location: On-site at the Tampa Museum of Art.

Schedule: Flexibility to set a regular schedule between Monday and Sunday. Must be available to work during holidays, weekends and special events outside museum hours.

The above statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job. This document should not be considered a fully detailed description of all the work requirements of the positions. 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.

Classifieds & Opportunities

Artsopolis Network Members: Akron OH | Austin TX | Bainbridge Island WA | Birmingham AL | Boston MA | Cape Cod MA | Cincinnati OH | Cleveland OH | Colorado Springs CO | Columbia SC | DuPage County IL | Essex County MA | Flagstaff AZ | Flint MI | Fort Lauderdale FL | Indianapolis IN | Kalamazoo MI | Kansas City MO | Macon GA | Main Line Area PA | Marin County CA | Marquette County MI | Mendocino County CA | Middlesex County NJ | Milwaukee WI | Montgomery County MD | Napa Valley CA | Nashville TN | Niagara County NY | Oklahoma City OK | Orange County CA | Orlando FL | Ottawa IL | Panama City FL | Pittsburgh PA | Providence RI | Quito, Ecuador | Richardson TX | Sacramento CA | San Antonio TX | St. Cloud MN | St. Croix Valley MN/WI | St. Johns County FL | Stillwater MN | Tallahassee FL | Tampa Bay FL | Utah | Ventura CA | York County PA