Guest Specialist, Film Desk

MoMA•New York, NY

About The Position

The Guest Specialist, Film Desk creates a highly positive experience for Museum guests that encourages repeat visitation, membership conversion, and positive word of mouth. The role welcomes guests and provides exceptional service for film screenings, festivals, premieres, and filmmaker Q&As, while supporting theater operations, ticketing, membership sales, visitor flow, and the broader Visitor Experience teams. The position also supports Museum-wide guest services, including visit planning, admission validation, complaint resolution, member events, visitor information and research initiatives, and maintaining clean, organized, and well-prepared service posts. The role may perform functions across Visitor Experience, Membership, and Retail Stores as assigned by management based on business needs. This is a unionized position represented by Local 2110, UAW, AFL-CIO. Employment is contingent on satisfactory completion of a criminal background check because the position is within the scope of PCI DSS.

Requirements

Bachelor's degree or equivalent.
Exceptional customer service skills and customer service experience.
Passion for the arts.
Proficiency with technology, including mobile devices, Google Workspace, and point-of-sale software.
Availability to work weekends and holiday periods.
Satisfactory completion of a criminal background check is required for employment.

Nice To Haves

Previous experience interacting with the general public is strongly preferred.
Proficiency in languages in addition to English is strongly preferred.

Responsibilities

Welcome guests and provide exceptional service for film screenings, festivals, premieres, and filmmaker Q&As.
Manage theater entry, ticket scanning, standby lists, and audience flow to support timely seating and smooth crowd movement.
Communicate seating availability, sold-out screenings, standby procedures, accessibility accommodations, and theater policies.
Assist the Film Desk manager with daily theater preparation, ticketing, schedules, guest lists, line control, and signage.
Sell daily and advance Museum admission, film, and program tickets, memberships, and member guest passes.
Conduct zip code surveys and collect visitor information for Museum research and marketing initiatives.
Process credit cards and coupons, ring up cash sales, and issue change.
Make proactive membership sales efforts throughout the Museum in support of membership sales goals.
Welcome guests and assist with visit planning in the lobby and other Museum locations.
Resolve general on-site complaints from guests and members.
Stay informed about current and upcoming exhibitions, films, educational programs, and marketing campaigns.
Attend the Morning Meeting at the beginning of every shift and read daily notes.
Validate admission at gallery entry points and guide visitors to appropriate queues and spaces.
Maintain the organization, cleanliness, and readiness of service posts, including ticketing desks, scan podiums, and Lab spaces; replenish Museum information boxes and ensure signage is properly placed.
Draft routine correspondence responding to incoming member and visitor mail and email.
Update the Membership database as needed, including address and name changes.
Assist with member events, including exhibition previews, gallery talks, and other on-site programs, and help manage event RSVPs as needed.
Report cleanliness or public safety issues in public spaces to management.
Assist Lobby Managers with periodic training for new staff and demonstrate lobby systems during initial shadowing.
Attend seasonal Membership marketing meetings and coordinate on-site promotion fulfillment.
Resolve service escalations from Guest Assistants and alert Management when necessary.
Perform functions of other Visitor Experience positions, including Membership and Retail Stores roles, as assigned based on business needs.
Participate in and complete all mandatory training and perform duties reasonably related to the role.