Visitor Experience Assistant I - Part Time 21 hours/week x 6 SFMOMA's museum experience is inclusive and welcoming to all. We foster a service-focused environment and a strong staff culture of collaboration and teamwork. Staff in public-facing departments are key to presenting a welcoming, inclusive, and uniquely San Francisco museum visitor experience. Do you enjoy interacting with people? Do you believe that customer service is an important part of a positive experience? We hope you'll consider joining SFMOMA's growing Visitor Experience team! Reporting to the Assistant Manager of Visitor Experience, the Visitor Experience Assistant is a primary representative of the museum and is key in delivering SFMOMA's unique visitor experience. S/he welcomes and orients visitors of all backgrounds, sells museum admission and related products, crowd/access control and line management, and otherwise facilitates a friendly, safe, and efficient entry into the museum. This position is an integral part in ensuring a world-class museum experience by taking personal responsibility for delivering SFMOMA's innovative customer service program, where going above and beyond is standard operation. S/he also plays a key role in the implementing the museum's data-driven focus on audience engagement. Ideal candidates for this position have a heart for service, are outgoing and proactive, and are committed to a team approach to delivering an unparalleled museum visitor experience. ESSENTIAL RESPONSIBILITIES Works as part of a collaborative cross-functional team to proactively provide museum guests of all backgrounds with a world-class museum experience. Lives up to SFMOMA's service standards by taking pride in delivering above-and-beyond customer service to each museum guest. Delivers SFMOMA's unique brand of museum experience, and proactively looks for ways to improve the museum visitor experience. Plays a pivotal role in customizing museum experiences for each and every guest through the accurate collection of data, facilitating the use of museum amenities, managing the sale of museum products and services to meet the unique needs of each museum visitor, works to provide an efficient and friendly entry into the museum through access/crowd control touch points, and accurate and as-needed information sharing. Actively takes responsibility for the general safety and comfort of patrons through the upkeep of museum areas including workstations and public spaces. Daily Tasks Attends daily briefings and keeps up to date on current and upcoming exhibitions, public programs, and other museum-related activities of interest to museumgoers. Greets visitors, answers questions and provides information related to a museum visit and general SF surroundings. Sells and distributes general museum, exhibition, and event-related tickets to all patrons. Collects event RSVP as requested. Sells and distributes audio tours and other merchandise including non-branded products sold through the museum. Responsible for the accurate collection, distribution, and accounting of vouchers, and the distribution of related tickets. Responsible for the accurate handling of cash and monies in various forms. Supports museum's school field trip and group sales programs by checking in groups, reing tickets and generally assisting as directed. Validates pre-purchased museum tickets and membership cards and records attendance/collects visitor data via tools and processes provided (hand-held scanning device and physical counting tools, other) Operates the museum's Coat Check safely and responsibly, looking for and suggesting loss mitigation techniques. Responsible for ADA tool distribution, maintaining inventory of items and monitoring wait lists as applicable. Ensures the safe and efficient visitor flow through public spaces via Crowd control and line management best practices. Sets up/removes crowd control tools as directed (including stanchions, related signage). Looks for and suggests improvements in processes. Actively promotes and sells museum memberships as required. Cross trained to assist with general patron needs in patron facing departments. Distributes and explains museum map and other related programmatic/museum generated collateral. Scheduled to assist with special events (set up, ticket sales, coat check, line management, etc.) both during and outside of normal operating hours. Ensures a clean and safe environment for colleagues and guests through marinating an organized, fully stocked, clean, and safe work station. Actively maintains the neat and presentable appearance of public spaces. Retrieves and restocks collateral material in all spaces. Monitors and acts as first point of support for equipment in and around public spaces and workstations, escalating as needed. Relieves all frontline positions as requested. Acts a first point for minor policy and procedure enforcement (food/drink policy, etc.) Empowered to appropriately handle visitor issues, with supervisor help as needed, in a manner consistent with the SFMOMA customer service program. If applicable, may be called upon to utilize knowledge of languages other than English to assist guests. Distributes and maintains inventory for inclement weather supplies. MINIMUM QUALIFICATIONS Education High school degree or higher (or equivalent combination of education and experience), with emphasis in customer service, hospitality, art history or practice, education, or related fields. Work Experience Minimum 2 years' experience in a fast-paced, busy, customer service-focused retail, hospitality, or arts environment. Minimum 1 year experience as a cashier, teller, or otherwise operating a Point of Sale system. Skills and Abilities Ability to operate a point of sale/ticketing system. Ability to work quickly and efficiently in a busy, noisy public environment. Possess a strong desire to assist people of all backgrounds in experiencing a world-class modern and contemporary art museum. Demonstrated punctuality and dependability. Ability to flexibly work well within a team environment, to communicate well, and to conduct constructive problem resolution. Bi- or multi-lingual candidates, and those proficient in American Sign Language, are strongly encouraged to apply. Working Conditions A busy, noisy public space. May be asked to work outside. Must be able to lift 50 lbs. Must be willing to follow established dress code. Must have a flexible schedule. Shifts will be available Sunday - Saturday, 8 a.m. - 10 p.m. This is a union position subject to the provisions of the collective bargaining agreement. POSITION: Visitor Experience Assistant I DEPARTMENT: Visitor Experience SUPERVISOR: Assistant Manager of Visitor Experience SCHEDULE: Part-time: 21 hours/week PAY RATE: $15.30/hour (starting rate) $19.22/hour (position rate) We are an equal opportunity employer committed to diversity. Job Details Reference # 26359 Posted on 22 Oct 2018 Closes on 03 Nov 2018 23:55 Department Visitor Experience Expertise 0-2 years Career level BA, Other Hours/Status Part-Time