Guest Services Team Lead

University of Chicago•Chicago, IL

6d•$22 - $24•Onsite

About The Position

The Guest Services Team Lead promotes a positive visitor experience and ensures protection of the Smart Museum’s art objects by managing the Guest Services team that welcomes Museum guests and ensures compliance with Museum visitor protocols. This role manages the front-line daily operations of the Smart Museum and is responsible for the general management of front-line staff including full-time and part-time staff, as well as University students. The Team Lead also addresses patron issues and questions as well as any facilities and securities issues that arise when they are serving as primary keyholder for the Museum. In addition, when exhibitions are not on view, the Guest Services Team Lead works with colleagues across the Smart Museum to support ongoing operations including support for various administrative, operational and programmatic areas of the Museum. The Guest Services Team Lead reports to the Deputy Director.

Requirements

Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).
Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline.
Knowledge of museum standards.
Familiar with technology tools available, including Windows computer environment, Microsoft Office, etc.
Comfortable with public speaking and experience writing communications, preparing and delivering presentations, trainings, and written materials.
Working knowledge of customer services standards in museums or similar environments.
Multitask within a fast-paced environment.
Excellent time management skills to stay organized and prioritize responsibilities.
Excellent organizational and analytical skills with strong attention to detail.
Strong interpersonal skills, including demonstrated ability to foster partnership and collaboration, and to lead, manage and motivate others.
A solid understanding of University and community engagement or direct experience working collaboratively with individuals from all sectors of the University community.
Commitment to diversity, equity, inclusion, and accessibility.
Demonstrated skill and knowledge of, or ability to learn quickly, the internal workings of the Smart Museum and University.

Nice To Haves

College or university degree in a related field.
3 to 5 years work experience in a museum or similar guest-facing environment.
Effectively managing teams working in a guest-facing environment.

Responsibilities

Recruits, hires, trains, and manages the Guest Services team comprised of full-time and part-time staff and University students. Emphasizes FGLI and work-study-eligible students in hiring. Coordinates with Human Resources on hiring paperwork. Approves staff timesheets.
Supports and holds Guest Services staff accountable for their areas of responsibility including knowledge of the Museum’s mission and current program offerings, safety procedures, customer service, and commitment to diversity, equity, inclusion, and accessibility. Provides coaching, feedback, and performance management to staff.
Conducts staff orientations and maintains ongoing and supportive relationships with the staff with a focus on mentorship, training, and skill building, both within the gallery and for staff welcoming visitors at the Museum’s entrance. Works with other museum departments to ensure that overall structure of Guest Services supports institutional goals and needs.
Oversees scheduling and proactively ensures appropriate Guest Services staffing levels for daily operations as well as off-hours activities and events. On the rare occasions that additional security staff is needed, oversees communication and scheduling with the University’s security services contractor (Allied Universal). Primarily staffs front desk and gallery positions as needed to cover staff breaks.
Leads weekly team meetings for Guest Services staff. Ensures that staff receive regular communications about updates, events, and programs that impact the team’s work and participation in all staff meetings and events organized by the Director’s Office.
Ensures compliance with Smart Museum visitor protocols including protection of art objects and files incident reports with the Registration and Exhibitions teams as needed. Implements policies and procedures within the Guest Services team to support museum service standards, enhance the visitor experience, implements assessments as directed, and establishes benchmarking standards of service for the Guest Services team. Maintains and updates training manuals for Guest Services staff.
Assists Guest Services staff in responding to patron issues and questions, including calls and emails regarding online reservations.
In coordination with the Exhibitions team, develops training materials and procedures for each exhibition to ensure that the Guest Services team effectively manages project-specific needs, including turning audio/visual (a/v) equipment on and off, checking regularly to ensure that a/v equipment is working properly, etc. Also ensures that collateral materials are properly maintained.
Collaborates with members of the Feitler Center and Public Practice teams to develop integrated training and community-building opportunities for student gallery attendant staff, with a goal of long-term retention of student staff as gallery attendants or in other roles at the Museum.
Implements protocols for managing the visitor reservation system, attendance and visitor information gathering, and other data as directed. Maintains necessary documentation, including museum attendance records, and regularly communicates this information to other staff.
Manages the day-to-day activities related to publications sales in the museum building, including training staff, managing sales functions, and tracking inventory.
Recommends improvements and changes when necessary to the Facility and Security Manager.
Serves as one of the primary keyholders responsible for opening and closing the Museum on its regular schedule including at least one weekend day and one evening, as well as for after-hours needs and events. Ensures that security procedures are followed when opening and closing the museum and galleries.
Responds to facilities and securities issues that arise when the Deputy Director is unavailable.
Works with colleagues across the Museum with space planning and setup/breakdown for rentals, events, and programs. Staffs rentals, events, and programs as scheduled and needed.
Works with colleagues across the Museum to support ongoing operations including support for operations and facilities, development, public practice, registration, academic engagement, etc.
Provides support for the development and deployment of productions and programs.
May act as a liaison with the community. Presents information about programs and the theatre to the public.
Performs other related work as needed.