Museum Visitor Experience Coordinator

MATTRESS FACTORY•Pittsburgh, PA

11d•Onsite

About The Position

The Visitor Experience Coordinator ensures a welcoming and professional atmosphere for all guests and is a primary resource for visitor experience and engagement information. Essential duties include opening and closing the campus, assisting the Director of Operations + Visitor Experience with daily visitor operations, promoting and selling memberships, leading Group Tours and Guided Visits, and staffing the Admissions Desk, MF Shop + Café, and galleries. Excellent customer service skills, reliability, and a positive attitude are essential.

Requirements

Experience working as part of a guest service team, preferably in a museum or cultural setting.
Excellent verbal and interpersonal communication skills.
Strong organizational skills.
Collaborative attitude.
Willingness to complete ServSafe training and certification.
Ability to lift 30lbs and stand for extended periods.
Fine motor skills and dexterity required to safely use kitchen equipment.
Ability to traverse all areas of Mattress Factory campus, including buildings that require the use of stairs.

Nice To Haves

Experience leading a team is preferred.
Experience leading tours in a cultural setting is preferred.

Responsibilities

Lead Visitor Experience team by example.
Proactively engage with visitors to answer questions and provide information.
Serve as primary point person for daily Visitor Experience operations during regular hours.
Train new associates.
Lead Group Tours and Guided Visits. These include school groups and smaller groups of adults.
Use training from Education Department to actively engage with visitors during regular open hours and incorporate into training program for Visitor Experience department.
Monitor galleries and museum buildings.
Ensure campus is ready to receive visitors, including performing routine housekeeping as needed; during times of inclement weather this may include snow removal.
Secure museum buildings at closing.
Stay up to date on point-of-sale changes and protocols; communicate updates to rest of Visitor Experience team.
Carry out emergency protocol and procedures in the rare cases they are required.
Support exhibition and education initiatives in galleries when required.
Provide a welcoming experience in the MF Shop + Café, including greeting each visitor and offering assistance.
Perform administrative retail duties such as receiving merchandise and annual physical inventory.
Stay up to date on merchandise and restock retail displays.
Prepare and serve coffee, tea, and food items including use of a panini press, convection oven, and coffee brewing equipment.
Maintain cleanliness of food service work areas and equipment to meet or exceed county health code requirements.
Actively promote and sell museum memberships to on-site visitors; this responsibility is commission-based and supervised by the Advancement team.
Work with Advancement department to build a thriving and engaged membership community.
Provide visitors with information about membership benefits.
Stay up to date on member programs and communications.
Occasionally attend member programs and events.