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Visitor Services Coordinator
THE POSITION: The Visitor Services Coordinator provides a positive, memorable guest experience of the highest level while promoting the Museum’s mission and programs and resolving visitor concerns and complaints to their satisfaction and the Museum’s. Adhering to Museum policies and procedures this position facilitates a safe, educational, and engaging experience for museum visitors during regular visitation, programming, public and private events. This position will support the shaping of the new directions for visitor experiences, designing systems for visitor engagement, identifying funding and revenue generating strategies, and defining programmatic approaches that meet the needs of diverse audiences. Other duties may include administrative and business office tasks.
REPORTS TO: Marketing Manager
COMPENSATION: Full-time position: $ DOE.
WORKING HOURS: 30+ hours per week; flexible schedule to include weekends and evenings. Schedule may vary over Mon – Sunday
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• Coordinate the daily operations of the Visitor Services admissions desk with a focus on customer service, organization and efficiency ensuring visitors are attended to professionally and promptly.
• Schedule, train, and supervise Visitor Services volunteers and general supporting staff, ensuring adherence to admission procedures, outgoing information is current and accurate, daily register is balanced, and Museum is secured daily.
• Maintain a well-informed, working knowledge of the exhibitions, public programs, and services available at the Museum for ongoing training of Visitor Services staff and for the benefit of the general public.
• Develop and maintain a comprehensive process to track and report accurate visitor attendance, developing surveys, and providing statistics as needed for Museum-wide reporting.
• Coordinate, schedule, and coordinate with designated staff/departments in providing tours for visiting groups. Ensuring docent services are provided as necessary.
• Responds to visitor inquiries requesting information about upcoming events, current exhibits, future exhibits, and the Museum’s mission and history.
• Explores use of mobile technologies and social networking to enhance the visitor’s learning experience before, during and after a visit.
• Oversees Visitor Services desk and guest services during operational hours and other related events to promote increased sales for the Museum. Includes oversight and managing POS system.
• Open/close buildings and areas as scheduled, following established procedures; carry out light housekeeping and cleaning duties as outlined for each area throughout the day.
• Coordinate with Volunteer coordinator the Museum Gift Shop, managing sales and inventory of retail items. Includes support for Reading Room and Genealogy Center.
• Assist Facility personnel in maintaining AAM standards for the Museum Emergency Handbook, Americans with Disabilities Act (ADA) requirements, way signage, and identification badges for all staff, volunteers and business office visitors.
• Serves as a member of the Public Programs committee.
• Assist with public programs and special event duties (materials preparation, set up, break down, facilitation, etc.) as required.
Administrative and Accounting
• Administrative support including mail processing, office supply inventory upkeep and order supplies, and other related tasks.
• Providing Board support; taking of minutes, maintaining board listings, assembling packets, and other related tasks.
• Collect and process credit card payments through virtual merchant system and online donations through Museum’s website.
• Provide support of the Finance & Operations with preparing deposits. Includes processing POS income, deposits, reporting, and monthly reconciliations of cash, checks and credit card transactions.
• Train other staff on using POS system and maintain POS training materials.
Education and Experience
• Requirements: Associate degree. Bachelor’s degree preferred from an accredited institution
• Two years of related customer service work experience including at least one years of supervisory experience; or an equivalent combination of education, training and experience
• Experience managing visitor services, community engagement, retail or operations management
• Prior staff training and supervision experience with a dedication to creating and maintaining a strong customer service culture
• Ability to drive sales through excellent service, maintenance of visual presentation, and a full understanding of retail operations
• Excellent writing, speaking, interpersonal skills and customer service skills
• Demonstrate quick thinking and problem-solving skills
• Ability to handle cash, and credit card transactions, reconcile numbers, accurately count money.
• Working knowledge of integrated donor database software required. Familiarity with Little Green Light donor database is desirable
• High level of computer literacy including cloud-based productivity applications, Microsoft Office suite, calendaring and screen-sharing/online meeting applications
• Ability to work on a wide range of projects independently and collaboratively and with a diverse audience.
• Passion for and understanding of the Museum’s mission, vision and values
• Ability to maintain strict confidentiality
• Flexible schedule and some evening/weekend work required
How to Apply
Send a cover letter and resume to: Human Resources at firstname.lastname@example.org.
Please include “Visitor Services Coordinator” in the subject line.
Or post by mail to Human Resources attention at: NAAM, 2300 S. Massachusetts St., Seattle, WA 98144.
Northwest African American Museum seeks to recruit the best-qualified people for its staff. In doing so, it will afford equal opportunity for employment, training, promotion, and compensation to all persons without regard to race, color, gender, national origin, sexual orientation, gender identity, age, marital status, religion, physical or mental disability, political affiliation, veterans’ or military status, or any other status protected by applicable federal state, or local law. Northwest African American Museum complies with all applicable federal, state, and local laws that prohibit discrimination in the workplace.
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