Visitor Experience and Rentals Supervisor

the McNay Art Museum•San Antonio, TX

19h•Onsite

About The Position

The Visitor Experience and Rentals Supervisor, reporting to the Development Officer, Visitor Experience and Rentals (DOVER), performs a variety of support tasks. This role includes supervising the front desk's daily operations to assist the DOVER in providing exceptional customer service to Museum visitors, rental clients, guests, and members. The supervisor is responsible for overseeing and scheduling part-time employees, including Visitor Experience Associates and Event Specialists, and providing back-up support in these areas when necessary.

Requirements

Excellent skills in customer service, communication (both verbal and written), and organization.
Basic computer skills including Microsoft Word and Excel.
Knowledge of ticketing point of sales systems.
Demonstrated ability to interact professionally and courteously with members of a diverse group of staff, volunteers, members, and visitors to the Museum.
Ability to function in a team-oriented environment.
Cheerful, outgoing, and professional personality.
Must be able to work nights and/or weekends as required to fulfill job responsibilities.

Nice To Haves

Previous team supervision or management experience preferred.

Responsibilities

Acts as a representative for the Museum, offering exemplary customer service to all Museum visitors, rental clients, guests, and members.
Supervises the day-to-day operations of the front desk.
Responsible for supervising part-time Visitor Experience Associates (VEAs) and providing onboarding and general training in collaboration with the DOVER.
Creates and coordinates weekly work schedule for part-time Visitor Experience Associates (VEAs), always ensuring adequate front desk coverage. This includes monitoring required breaks and hours worked based on PT / FT employee status.
Serves as back-up for any unplanned / unscheduled absences when required.
Working with the DOVER, trains the VEAs in the proper tracking of visitor/member admissions and admission fees to the Museum.
Provides regular admission reports to the DOVER.
Working with the DOVER, maintains current information and knowledge of all aspects of admission, allowable admission discounts/discount categories, membership levels and benefits, special exhibitions, security protocol and procedures, indoor/outdoor photography policies, and Museum Store promotions to accurately inform visitors at the front desk.
In collaboration with the DOVER, plans, schedules, and executes general onboarding, quarterly trainings, and regular briefings to ensure all VEAs stay well-informed and current on the same information.
Responsible for supervising the visitor front desk area and maintaining it in a presentable, clean, organized, decluttered and well-stocked manner to provide a positive first impression to visitors. This includes and is not limited to ensuring adequate quantities of supplies, maps, admissions stickers, and signage.
Responsible for using sound judgment to respectfully and promptly address negative visitor feedback, escalating extreme instances to the DOVER, next-level manager, and/or onsite security in a timely manner.
Regularly compiles and provides high-level summary of overall customer satisfaction to DOVER, identifying any noted patterns or repeated instances.
Makes recommendations for needed process improvements to better address customer needs and improve service.
Responsible for operating the cash register daily at the opening of business hours and at the end of the business day and ensuring all transactions (cash and credit) are processed correctly and deposited appropriately.
Ensures that accurate cash handling, discounts and refunds, credit card sales and deposit procedures are followed.
Responsible for collecting, counting, and depositing the monthly donation box deposits to the Finance Department.
Responsible for ensuring VEAs follow dress code requirements as established by the DOVER and Head of Development.
Responsible for supervising and training the VEA team on answering the general Museum Information phone line in a courteous and professional manner and assisting callers by either answering their questions or directing their inquiries to the appropriate department.
Provides training to VEAs on how to assist visitors with general information on transportation options in the city (i.e. buses/taxis), restaurant recommendations, and directions to provide a positive visitor experience.
Working with the DOVER, knows and assists with general aspects of the Museum rentals program, including and not limited to: rental packages / pricing; client contracts/POs; prospect site visits; and internal support team (i.e., Housekeeping; Security) processes/procedures related to rental events.
Working with the DOVER, provides onboarding and training of the part-time Rentals Specialists on providing exemplary support to rental events including understanding of rental and facility security policies.
Working with the DOVER, coordinates the monthly work schedule for the part-time Rentals Specialists to ensure adequate rental event coverage.
Serves as rental event back-up for any unplanned/unscheduled absences when required, including weekends.
Assists DOVER in responding to general email inquiries within a timely manner to ensure all information regarding rental pricing and policies is relayed to prospective clients.
Schedules and participates in monthly meetings with Rentals Specialists and Housekeeping Supervisor/staff to review upcoming and past events.
Gather and compile relevant event material to share with events team prior to event date, such as timelines, layouts, vendor lists, etc.
Responsible for related photography inquiries, reservations, scheduling, and pre- and onsite payments.
Maintains knowledge of indoor/outdoor photography rules.
Communicates to, and coordinates with, on-duty security personnel to ensure they are abreast of any scheduled indoor/outdoor photography sessions.
Solicits feedback and welcomes input from Security & Safety Manager related to process improvements to allow elevated customer service and/or increased revenue.
Works to implement approved changes in collaboration with the DOVER.
Performs other duties as required.