Visitor Engagement Lead

Museum of Contemporary Art Los Angeles•Los Angeles, CA

1d•$21•Onsite

About The Position

Visitor Engagement Leads model and coach best practices to the Gallery Attendant team in creating a positive, warm, welcoming, accessible, and enjoyable experience. Modeling and coaching extends throughout the museum campus including the lobby and galleries by engaging visitors in viewing and discussing works of art while also focusing on art protection. Leads will ensure all opening day tasks are complete before opening. This includes meeting with the front-line staff before opening to take attendance, review the day's logistics, and ensure GAs comply with VE and MOCA policy. Leads will ensure all closing day tasks are complete before the end of the day. This includes completing the front-of-house report before the end of each shift. During opening hours, Leads run the day-to-day floor logistics for the gallery posts. As exemplary members of the museum’s front-line team, Leads will be responsible for engaging visitors in viewing and discussing works of art while protecting artwork, assisting guests secure tickets, providing wayfinding and hospitality, completing on-site membership sales, and assist security with emergency procedures. Leads ensure all post rotations and staff breaks start on time and follow all local and state laws. Leads will de-escalate upset/confused patrons. Visitor Engagement Leads work with GAs to create an accessible and enjoyable experience in the museum from the moment a visitor purchases a ticket to when they exit the gallery. Leads communicate department policies and museum information to GAs, MOCA staff, and visitors and help GAs with ticketing issues and de-escalate upset patrons. In the absence of Visitor Engagement supervisors, the Visitor Engagement Lead oversees all gallery, box office, and lobby posts. Leads also manage and coordinate front-line staff duties at special events and public programs. Visitor Engagement Leads will provide reception desk coverage and relief. Up to 40 GAs may be scheduled daily at both of MOCA’s two downtown locations. This is a full-time position requiring you to work onsite. Weekend work will be required.

Requirements

Excellent performance as a Gallery Attendant – Level 2, demonstrating reliability, punctuality, and adherence to policies and procedures, as well as excellent skills in protecting artwork and engaging visitors.
Friendly and outgoing, possessing strong communication skills to interact with diverse visitors and facilitate group conversations. Understanding of how body language can convey a welcoming yet firm presence.
Familiarity with museums; strong interest in contemporary art.
Must regularly work weekends and special events including, the annual gala, education events, press event, public programs, members events, opening nights, opening weekends, and closing events. Ability to work evenings and holidays, at both downtown locations (MOCA Grand Avenue and The Geffen Contemporary) as assigned.
Ability to exercise leadership and good judgment during fast-paced events and high volume attendance settings, as well as remain focused and attentive during quieter times.
In partnership with security personnel, willing to act as a “first responder” in emergencies such as earthquakes, power outages, or incidents requiring medical attention.

Responsibilities

Lead daily check-in procedures including performing roll call and reviewing museum logistics.
Participate in additional scheduled trainings, including curatorial previews and walkthroughs of new exhibitions. Assist Visitor Engagement Supervisors in implementing planned readings and activities for daily check-ins.
Act as an exemplary member of the Visitor Engagement staff, providing a model of best practices in customer service, visitor interaction, and art protection.
Prepare breaker sheets and postings for the following day and distribute the VE Front of House report.
Check-in with GAs during shifts, offer coaching on best practices as needed, and report any employee performance issues to Visitor Engagement supervisors.
Respond to reports of art-related incidents in the galleries, compiling information to submit to supervisors and registration staff.
Assist with special event and public program check-in, including organizing and communicating with people in line.
Assist MOCA Security in handling fire/life safety protocols, including medical incidents or emergencies.
As assigned, and with the understanding that onsite work takes precedence, perform ongoing work on digital projects as scheduling permits. Digital projects should be designed to assist visitors with wayfinding and engagement with the museum’s collection and programming.
Partner with MOCA Security to ensure gallery operations are smooth, including proper staffing of posts in the galleries during public hours and special events.
Check-out and check-in GA equipment including temporary badges, radios, pencils, and other technology.
Handle selected A/V operations for exhibition.
Take gallery posts as needed including assisting with or acting as a breaker, greeting and orienting visitors, and engaging visitors in viewing art and adhering to museum rules and policies.
Call rotation on the hour. Assist GAs complete rotations as quickly as possible.
Execute and communicate box office and lobby policies and procedures as outlined in training sessions, staff meetings, and written materials.
Provide information to patrons on museum events and exhibitions along with requests for information on the area surrounding the museum and other museum-related inquiries.
Being knowledgeable about MOCA membership benefits and how to join, encourage visitors to become members.
Provide team leadership staff in box office, lobby, and other posts for public museum hours, special events, and public programs. Assign and oversee post and break rotations; inform staff of current and upcoming events and promotions; communicate information, including effective sales techniques, pertaining to onsite membership sales.
Take box office and lobby posts as needed, handling admissions ticketing, onsite membership sales, greeting and orienting visitors, parcel check, and service animal screening. Act as onsite customer service lead.
Oversee box office closing procedures and assist with daily reconciliation reports for accounting. Troubleshoot ticketing and on-site membership issues, including Altru and XTruLink software and computer equipment. Implement manual ticketing procedures when necessary.
Perform other duties as assigned.