VISITOR EXPERIENCE ASSOCIATE

FLSA status: Part-time, Non-exempt

Hours: Wednesday 10:45AM-8PM and Thursday-Sunday 10:45AM-6PM, as needed Hourly rate: $13.00 Reports to: Visitor Experience Manager

WE ARE

The Mattress Factory, a contemporary art museum on the Northside of Pittsburgh founded in 1977. We feature site-specific installations created by artists in residence from around the world.

To be successful in this position, YOU MUST

Strive to provide our visitors with the best experience possible and act as an ambassador to connect our visitors to the art. You must be reliable, adaptable and maintain a professional demeanor in all circumstances. A friendly attitude and excellent customer service and communication skills are a must.

YOUR ROLE

As a Visitor Experience Associate (VEA), you play a key role in providing a positive and insightful visitor experience by providing excellent customer service and facilitating a deeper understanding of the installations. While maintaining an approachable, enthusiastic demeanor, you monitor gallery spaces, welcome guests, sell tickets at the front desk and assist in the MF Shop as needed. Depending on where you are staffed, you may manage engagement with a work and monitor for inappropriate interaction to protect an artwork. You report to the Visitor Experience Manager and interface regularly with all museum employees.

RESPONSIBILITIES AND DUTIES

· Be a positive, enthusiastic representative of the Mattress Factory

· Enhance the guest experience

· Promote a guest-centric culture

· Welcome each guest to the museum and assist them with purchasing tickets, memberships and merchandise

· Ensure that the Front Desk, Lobby, Galleries and MF Shop are presentable to guests

· Stay attuned to visitor experience; actively engage with visitors to answer questions and provide additional information

· Answer incoming calls to the museum on a multi-line phone system, providing correct and current information in a helpful manner and routing calls to the proper departments as needed

· Stay informed on museum happenings and offerings and act as a resource of Museum information, policies and procedures

· Monitor galleries and museum annex buildings, making note of any necessary exhibition maintenance

· Maintain public facing areas of the Museum including light cleaning and stocking supplies and printed materials

· Close gallery spaces

· Work cooperatively with managers and co-workers to provide the best possible guest experience

QUALIFICATIONS

· Experience working as part of a guest service team, preferably in a museum or cultural setting

· Excellent verbal and interpersonal communications skills

· Professional, personable demeanor

· Consistent availability and dedication to punctuality

· Collaborative attitude and a love of teamwork

· Ability to seek clarification, assistance or direction if uncertain of priorities

· Ability to be trained on ticketing sales platforms

The Mattress Factory is an Equal Opportunity Employer. The Museum is committed to workplace diversity and to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.