Position summary
The Visitor Experience (VEX) team facilitates a meaningful, positive relationship among art, ideas, and people with the goal of exceeding visitor expectations and extending a sense of belonging to all who enter. Visitor Experience Managers are responsible for understanding all responsibilities and aspects of VEX roles, upholding standards, and providing daily operational support for the team. The Visitor Experience Assistant Manager directly supports the Head of Visitor Experience and works in collaboration with many museum departments toward the museum’s mission.
Core responsibilities
All Visitor Experience team members:
• Warmly welcome everyone to the museum and create a sense of belonging. They interact attentively, professionally, and patiently with fellow staff and visitors, responding to their needs, questions, and expectations
• Show a high degree of responsibility, punctuality, and accountability
• Are knowledgeable about the unique exhibitions, collection, educational experiences, and public programs at the Buffalo AKG Art Museum, and eager to match visitors’ interests to appropriate programming
• Are fluent in the benefits of the AKG membership program and actively sell memberships at all levels
• Assist during special events in various capacities such as registration, check-in, and coat check
• Collect feedback in various forms, such as verbal, written, and intercept surveys
• Ensure that appropriate actions are taken to resolve visitor concerns and questions expediently
• Prevent loss and damage by cordially and respectfully enforcing all museum policies and upholding visitor code of conduct
• Maintain a neat, professional appearance, in dress and in manner
• Take responsibility for workspaces and visitor areas, ensuring that all aspects are in good order and clean
• Attend Visitor Experience team briefings at the beginning of each shift
• Perform other duties as assigned
Visitor Experience Managers:
• Work with the Head of Visitor Experience to lead by example, creating and supporting a positive and motivating work environment for the team
• Approach learning enthusiastically and with openness to rethinking the museum experience
• Serve rotations as Manager on Duty (MOD) and maintain a presence via radio and on the floor to ensure team members and areas are operating successfully, providing coverage when needed
• Ensure that Visitor Experience team members are equipped with knowledge of exhibitions, events, programming, policies, and procedures
• Operate, support, and train team in use of software in Mac iOS and Windows including but not limited to Blackbaud Altru, Xtru Link, Microsoft Office Suite, Volunteer Hub; hardware such as BOCA ticketing systems, ticket scanners, tablets, laptops, printers, Wi-Fi hot spots, and more; troubleshoot and correct problems as they arise
• Support the programming of Altru with impeccable accuracy, including programming events, tickets, online sales, discounts, registrations, reconciliations, writing and running custom queries, and performing record maintenance
• Provide support as needed to the museum’s group tour program, volunteer program, museum events, retail operations, and support the Head of Visitor Experience with other duties as assigned
• Swiftly resolve issues relating to visitor complaints, questions, and needs
• Develop and deliver team trainings, including daily Visitor Experience team briefings and new employee onboarding
• Participate in meetings on behalf of the department, speak with a unified voice
• Embrace opportunities for professional development and growth for self and team
• Participate in team personnel management including recruitment, hiring, retention, discipline, and development
