Visitor Experience Associate

MCA•Chicago, IL

22h•Onsite

About The Position

The Visitor Experience Associate acts as the MCA’s ambassador to the general public and enhances visitor experience by selling admissions, memberships, and tickets, providing information about the MCA in response to a variety of inquiries, assisting with wayfinding, and operating coat check. To be successful in this role, you will: Proactively and warmly welcome visitors, offer guidance, invite participation, and provide information and services at multiple sites (Admissions, Box Office, Coat Check, Commons, entrances to special exhibitions) and via multiple channels (in person, phone, online) to ensure a positive visitor experience; resolve general complaints with empathy and professionalism and involving VE Management in complaint resolution as necessary. Actively sell admissions, memberships, and tickets by phone and in-person to all MCA events in a pleasant, yet expedited fashion; related duties include: Performing all opening/closing tasks related to Admissions, Box Office, and Coat Check. Providing each visitor with a receipt for all purchases while informing them of any available public tour options. Distributing visitor guides, brochures, flyers, coupons, and gallery guides. Encouraging visitors to join and current members to renew and explain membership benefits when a membership application is requested. Tracking ticket sales and maintaining lists for Will Call and Waitlist visitors while ensuring efficient line management during talks, performances, programs, etc. Maintaining a proper amount of cash and change in register drawer throughout shift; providing VE Management with advance notice if additional change or a cash drop is needed; tallying receipts and balancing registered drawer at the end of each shift; completing proper closeout paperwork and procedures in the presence of a VE Manager. Reading the Daily Activity Record (DAR) and completing Daily Journal of visitor comments. Answer calls from MCA main line; screen and direct phone visitors to appropriate departments and/or receive and relay messages. Maintain overall cleanliness, operation, and organization of the coat room. Maintain Lost and Found according to the established procedures and deliver all lost and found items to Central Controls at the close of each day and/or the end of each event. Keep desks and other brochure racks stocked with museum materials, guides, and brochures. Stay informed of current and upcoming exhibitions, performances, public programs, educational programs, and marketing campaigns to effectively answer visitor inquiries; view each current exhibition and read corresponding gallery guides and catalogues; take advantage of free educational events and curator’s tours. Stay informed of museum policies on membership, security and emergency procedures, items restricted from the gallery, and acceptable coat check items; inform visitors of these policies as necessary. Ensure lobby and lobby furniture has been set to standard; notify Housekeeping and/or Building Operations if furniture needs to be moved or is in substandard condition. Occasionally administer visitor surveys.

Requirements

Exceptional customer service skills.
Ability to remain calm under pressure, use good judgment, and respond effectively to visitor questions and concerns.
Ability to work well within a team as well as independently.
Ability to communicate effectively and professionally with a diverse group of people.
Strong attention to detail and the ability to stay organized and maintain accuracy in data entry and financial transactions.
Ability to adapt to frequent changes of routine and pace without loss of efficiency or composure.
Proficiency with Microsoft Office 365.
Ability to operate office equipment including cash registers, computers, point of sale systems, ticket printers, credit card authorization machines, copiers, and/or telephones.
Ability to sit/stand for extended periods of time as scheduled.
Ability to perform occasional light lifting and move items such as stations, wheelchairs, and strollers.
General mobility throughout the museum.

Responsibilities

Proactively and warmly welcome visitors, offer guidance, invite participation, and provide information and services at multiple sites (Admissions, Box Office, Coat Check, Commons, entrances to special exhibitions) and via multiple channels (in person, phone, online) to ensure a positive visitor experience; resolve general complaints with empathy and professionalism and involving VE Management in complaint resolution as necessary.
Actively sell admissions, memberships, and tickets by phone and in-person to all MCA events in a pleasant, yet expedited fashion.
Perform all opening/closing tasks related to Admissions, Box Office, and Coat Check.
Provide each visitor with a receipt for all purchases while informing them of any available public tour options.
Distribute visitor guides, brochures, flyers, coupons, and gallery guides.
Encourage visitors to join and current members to renew and explain membership benefits when a membership application is requested.
Track ticket sales and maintain lists for Will Call and Waitlist visitors while ensuring efficient line management during talks, performances, programs, etc.
Maintain a proper amount of cash and change in register drawer throughout shift; provide VE Management with advance notice if additional change or a cash drop is needed; tally receipts and balance registered drawer at the end of each shift; complete proper closeout paperwork and procedures in the presence of a VE Manager.
Read the Daily Activity Record (DAR) and complete Daily Journal of visitor comments.
Answer calls from MCA main line; screen and direct phone visitors to appropriate departments and/or receive and relay messages.
Maintain overall cleanliness, operation, and organization of the coat room.
Maintain Lost and Found according to the established procedures and deliver all lost and found items to Central Controls at the close of each day and/or the end of each event.
Keep desks and other brochure racks stocked with museum materials, guides, and brochures.
Stay informed of current and upcoming exhibitions, performances, public programs, educational programs, and marketing campaigns to effectively answer visitor inquiries; view each current exhibition and read corresponding gallery guides and catalogues; take advantage of free educational events and curator’s tours.
Stay informed of museum policies on membership, security and emergency procedures, items restricted from the gallery, and acceptable coat check items; inform visitors of these policies as necessary.
Ensure lobby and lobby furniture has been set to standard; notify Housekeeping and/or Building Operations if furniture needs to be moved or is in substandard condition.
Occasionally administer visitor surveys.

Benefits

Individual and MCA-provided retirement savings plans.
Paid time off.
Pre-tax, reduced rate parking and Ventra/Metra benefits.
Free admission to MCA exhibitions for yourself and guests.
Free admission to many special and member events.
Reduced price tickets to MCA Stage performances.
Discounts on dining in Marisol and in our award-winning MCA Store.
Access to our onsite library.
Opportunities to attend curator-led staff tours.
Free or discounted admission to many other cultural institutions across the United States.