Visitor Experience Floor Captain

Brooklyn Museum•New York, NY

13h•Hybrid

About The Position

The Visitor Experience Floor Captain plays a crucial role in supervising and supporting Visitor Experience Associates as a collaborative leader. The ideal candidate will excel in customer service, cash handling, and enforcing museum policies with empathy and kindness. This role involves both floor duties—such as greeting visitors, selling and scanning tickets, and supporting staff—and office responsibilities, including customer support via phone and email.

Requirements

Minimum of 28 hours per week.
Friday, Saturday and Sunday are mandatory days. Fourth day to be discussed.
Additional shifts to work special events outside regular museum hours.
Work collaboratively with a team of Floor Captains, serving as a role model and providing support as both a leader and a team player.
Uphold the museum’s mission to deliver inclusive and compassionate customer service. Strong communication, organizational skills, and the ability to remain calm under pressure are essential.
Effective communication and training skills are required. Floor Captains will use FAQ and training documents to answer questions and must carefully handle email inquiries and collaborate with colleagues to provide excellent service.
Experience with cash handling is necessary; knowledge of our ticketing system, Tessitura, is preferred. Experience in visitor services, admissions, membership, and coat check is also beneficial.
Passion for and knowledge of the Brooklyn Museum’s collection, exhibitions, history, mission, and programming.
Ability to lift up to twenty pounds and stand for extended periods.
Proficiency in languages other than English is a plus.
High school diploma or equivalent required; interest in an arts-related field is preferred.

Nice To Haves

knowledge of our ticketing system, Tessitura, is preferred.
Experience in visitor services, admissions, membership, and coat check is also beneficial.
Proficiency in languages other than English is a plus.
interest in an arts-related field is preferred.

Responsibilities

Greet visitors and members warmly, provide information on exhibitions, ticketing policies, and events, and ensure a welcoming and informative experience.
Proactively engage with visitors to make recommendations and enhance their experience.
Oversee ticket scanning, manage lines, monitor special exhibition entry, and handle visitor belongings at Coat Check.
Check in and out equipment (walkies, iPads, charging devices) for the team daily.
Ensure that Visitor Experience Associates' breaks are timely and that there is adequate coverage across all staffed locations.
Assist the Associate Manager with daily updates, schedules, and tasks related to floor operations, including coat check tags and supply inventories.
Support and assist the Director of Visitor Services with preparing training materials and managing office operations, including responding to phone calls and emails regarding exhibitions and general inquiries.
Continuously train floor associates on museum policies and daily operations. Disseminate information during daily updates and ensure that all associates are informed about logistics for special events.
Use specialized ticketing software for daily and ticketed exhibition and event sales.
Maintain the cleanliness and safety of front desk areas, coat check, equipment, and personal workspace. Keep an inventory of supplies and materials.
Conduct surveys and ensure they are carried out by floor associates. Promote the importance of surveys, motivate the team to engage with visitors, and encourage participation to gather valuable feedback.
Perform other duties reasonably related to the responsibilities described above

Benefits

Medical, dental, vision and life insurance
401(k) Savings Plan and Pension Plan
Generous paid time off, including annual vacation leave, sick leave, and 13 Museum holidays
Short-term and long-term disability coverage
Flexible Spending Accounts (FSAs) & Health Savings Accounts (HSAs) for eligible pre-tax health care, dependent care, and commuter expenses
Employee Assistant Program
Free admission to various NYC museums and cultural institutions
Early access to Museum exhibitions
Invitations to staff-only programs, tours, and on-site engagement events
Opportunities to participate in community initiatives and Museum programs
40% discount for staff in Museum shops
20% discount at Museum café