Visitor Experience Associate

BUFFALO FINE ARTS ACADEMY•Buffalo, NY

17h•$19 - $19•Onsite

About The Position

As the face of the museum, the Visitor Experience (VEX) team facilitates a meaningful, positive relationship among art, ideas, and people with the goal of exceeding visitor expectations. This happens in key touchpoints throughout the campus: as Ticketing Specialists at front desks and as Gallery Specialists engaging in dialogue with visitors in the galleries. Each VEA will receive thorough training and have opportunities to learn new skills and gain experience working in a dynamic setting while contributing individual strengths to advance the museum’s mission. Visitor Experiences Associates report to the Head of Visitor Experience and are routinely under the supervision of the Visitor Experience Manager on duty.

Requirements

Experience in a public-facing role and familiarity with functioning in a team environment
Familiarity with use of software and/or hardware related to this position
Knowledge and application of best practices in IDEA (inclusion, diversity, equity, accessibility)
Team player with exceptional service and interpersonal skills; a desire to exceed visitor expectations
Capable of working in a fast-paced environment with distractions
Skilled at quickly solving problems; able to utilize sound judgment and diplomacy under pressure
Interest in museums, modern and contemporary art
Friendly, warm, and welcoming: approaches interpersonal relations with curiosity, openness, and cultural sensitivity
Able to communicate the institution’s history and activities, effectively delivering information about the museum mission, values, collection, campus, and programs
Able to accurately complete transactions and balance a cash drawer
Motivated, reliable, responsible, and professional
Adaptable and quick learner: able to learn new content, processes, and technology including various software and hardware (troubleshooting when necessary)
Keen attention to detail
Able to work weekends, evenings, and holidays as scheduled in advance during hours of operation (10 am – 5 pm Sunday, Monday, Thursday; 10 am – 8 pm Friday; 10 am – 6 pm Saturday)
Able to stand or walk for long periods of time with or without reasonable accommodations

Nice To Haves

Communication skills in a language in addition to English a plus

Responsibilities

Warmly welcome everyone to the museum to encourage a sense of belonging. They interact attentively, professionally, and patiently with fellow staff and visitors, responding to their needs, questions, and expectations
Show a high degree of responsibility, punctuality, and accountability
Are knowledgeable about the unique exhibitions, collection, educational experiences, and public programs at the Buffalo AKG Art Museum, and eager to match visitors’ interests to appropriate programming
Are fluent in the benefits of the AKG membership program and actively sell memberships at all levels
Assist during special events in various capacities such as registration, check-in, and coat check
Collect feedback in various forms, such as verbal, written, and intercept surveys
Ensure that appropriate actions are taken to resolve visitor concerns and questions expediently
Prevent loss and damage by cordially and respectfully enforcing all museum policies and upholding visitor code of conduct
Maintain a neat, professional appearance, in dress and in manner
Take responsibility for workspaces and visitor areas, ensuring that all aspects are in good order and clean
Attend Visitor Experience team briefings at the beginning of each shift
Perform other duties as assigned
Performs duties as listed above under “All Visitor Experience Team Members”
Welcome and acclimate visitors to the museum according to their needs, providing an orientation to the campus and uncovering information to identify how to make their visit most fulfilling
Adhere to streamlined processes of ticketing, registration, cash handling, and accounting procedures
Operate software in Mac iOS and Windows including but not limited to Blackbaud Altru and Microsoft Office Suite; hardware such as BOCA ticketing systems, ticket scanners, tablets, laptops, printers, Wi-Fi hot spots, and more
Assume responsibility for transactions during shift, from opening initial cash drawer to closing deposit preparation
Respond to phone and email inquiries, forwarding to other departments as necessary
Actively listen and communicate dialogically in conversations about art, museum events, and museum programs
Approach learning enthusiastically and with openness to rethinking the museum experience
Are attentive to both art and people, supporting the Preservation & Safety team with incident reporting when needed