Visitor Experience Associate
Posted on 02/24/2017
Range: 10.00 To 10.00 (USD) Hourly
Worker Category: Full Time or Part Time
Description: The Barnes Foundation is seeking Visitor Experience Associates to provide a best-in-class experience to each and every person who visits our institution. As the first line of interaction between the Barnes Foundation and all visitors, the Visitor Experience Associate will serve as a customer-relations representative for all visitors, addressing unexpected changes, requests, and unusual circumstances as they arise. Visitor Experience Associates are part of a team that is truly the face of the Barnes Foundation.
For this critical role, we seek those who enjoy working directly with the public and consider themselves dynamic, energetic, and collaborative team players. As a member of the Visitor Experience team, Associates will gain a broad understanding of the Foundation’s current visitor services duties and processes, our collections and exhibitions, and security protocols. You’ll be working under the direction of the Visitor Experience and Event Operations teams to ensure a visit to the Barnes is informative, friendly, respectful, and efficient.
Visitor experience at the Barnes is an evolving practice that seeks to test ideas in customer service and make iterative change. As such, members of the Visitor Experience team are expected to constantly evaluate/reevaluate the visitor experience and embrace change, all with the goal of finding the best ways to guide our audiences and members throughout our facility.
Visitor Experience Associates must be able to work flexible hours, including evenings and weekends. A dress code is in place, uniform appearance is required. We are currently hiring team members for positions that require 24, 32, or 40 hours per week and benefits eligibility varies accordingly.
Established as an educational institution, the Barnes Foundation carries out its mission by promoting appreciation of the arts and horticultural science through the preservation, presentation, and interpretation of the collections of Albert C. and Laura L. Barnes.
Celebrated for its exceptional breadth, depth, and quality, the Barnes Foundation’s art collection includes works by some of the greatest European and American masters of impressionism, post-impressionist, and early modern art, as well as African sculpture, Pennsylvania German decorative arts, Native American textiles, metalwork, and more. The 12-acre Arboretum contains over 3,000 species of woody plants and trees.
The Foundation engages diverse audiences through its exceptional collections and related high-quality programs that reflect a broad range of periods and cultures and build on the founders’ innovative educational vision of transforming lives through the arts and horticulture.
- Observes and analyzes visitor behavior to help people have an enjoyable and meaningful experience
- Provides superior service in greeting and assisting the Barnes guests visiting the permanent collection and exhibitions and/or attending events and programs
- Assists guests at all interaction points, including exhibition and permanent collection entrances, event arrival, coat check, facility wayfinding, and distribution of audio tours and/or other content distribution programs utilizing technology
- Engages visitors by knowing about our institution, events, programs, exhibitions, and collection
- Monitors the orderly operation of visitation, ensuring the Foundation's rules, safety standards, and sanitation requirements are followed
- Identifies opportunities to promote memberships to interested parties and facilitates membership transactions
- Restocks printed materials and technology devices
- Provides information on courses, tours, programs, and other services to guests as appropriate
- Provides assistance with visitors’ special needs, including helping those requiring assistance with movement
- Handles challenging situations with the public quickly and effectively, with skill and professionalism
- Works with various technology platforms to scan tickets and distribute touring devices
- Provides visitor-experience feedback to supervisors at the end of each shift
- Treats all visitors with respect and courtesy; works collaboratively with staff and volunteers to ensure the visitor is experience is positive
- Performs other duties as assigned
Skills and Knowledge:
- High School Graduate, or hold equivalent degree; some college experience preferred
- One to two years of any combination of training or experience in customer/visitor services, hospitality, or event management
- Customer service/relations experience with a true passion for working with the public
- Outgoing personality with excellent interpersonal skills
- Possess good conflict-resolution skills
- Demonstrate strong attention to detail
- Highly organized
- Art background/interest a plus
- Bilingual or non-English language skills an asset
- Ability to understand and apply a significant amount of detailed information
- A demonstrated ability to multitask
- Must have a flexible schedule with the ability to work weekends, some evenings, and some holidays, as needed
- Proficiency in digital tools, including Microsoft products, project-management packages, and modern communication tools
Competitive Benefits Include:
Group health, dental, and vision insurance; 403(b) with matching contributions; as well as paid vacation, sick time, and holidays. Full-time added benefits include: flexible spending accounts; short- and long-term disability and group life insurance; Employee Assistance Program; voluntary benefits; and personal time.