Internal Only - Visitor Experience Lead

Walker Art Center•Minneapolis, MN

7d•Onsite

About The Position

The Walker Art Center empowers people to experience the transformative possibilities of the art and ideas of our time and to imagine the world in new ways. In our over 125-year history, we have become one of the most celebrated art museums in the country and we are known for our innovative presentations and acclaimed collections of contemporary art across the spectrum of the visual, performing, and media arts. The Visitor Experience Lead is a full-time, non-exempt position that helps to support and oversee daily front-of-house operations for the Walker Art Center’s Visitor Experience Team. This position also ensures the seamless execution of Walker programs and special events, working closely with departments such as Moving Image, Performing Arts, and Public Learning and Engagement (PELI).

Requirements

1-2 years of experience in event management and/or front-of-house operations or equivalent required.
Demonstrated experience with a Customer Relationship Management (CRM) system or electronic ticketing system; Tessitura experience preferred.
Excellent interpersonal and communication skills, including in-person and via email.
A solution-oriented approach to problem solving.
Ability to multitask and remain attentive in a fast-paced environment.
Demonstrated ability to work with a wide range of personalities and people across a variety of cultures, generations, and abilities.
Must be able to stand for long periods of time.
All applicants must be eligible to work in the United States without the need for employer sponsorship.

Nice To Haves

Minimum of 1-year experience in customer service, guest relations, tourism, or box office operations preferred.

Responsibilities

Act as Shift Lead/Closer, supervising daily responsibilities of the Visitor Experience Associates.
Conduct pre-shift meetings outlining daily operations.
Ensure all associates adhere to assigned break schedules.
Deliver and model exceptional customer service in all interactions with guests and colleagues.
Maintain expert knowledge on Walker programs, events, exhibitions, and amenities to effectively assist guests.
Resolve guest inquiries and concerns in-person, over-the-phone, and via email with professionalism and care.
Manage general email inboxes, directing communication to appropriate departments, and responding to inquires as needed.
Identify opportunities and develop solutions to improve the visitor experience with leadership.
Perform additional duties as assigned, including Visitor Experience Associate responsibilities when needed.
Perform all necessary opening and closing procedures of the Box Office.
Process ticket and membership sales in-person and over-the-phone in accordance with Box Office policies and procedures.
Follow all cash-handling and credit card security policies, ensuring accurate and secure transactions.
Partner with Visitor Experience and additional departmental managers to coordinate front-of-house operations, aligning with programmatic goals to ensure a high-quality visitor experience.
Act as the lead representative of the Visitor Experience team during events, serving as the Event Manager and departmental liaison.
Conduct pre-shift meetings for front-of-house staff and volunteers, outlining assignments, responsibilities, and event-specific details.
Supervise and support Visitor Experience staff and volunteers during events.
Oversee museum lobbies and event venues, managing patron flow and seating logistics.
Partner with the Event Production team for opening and closing coordination prior to programs and events.
Ensure clear execution of emergency procedures and safety protocols.
Prepare and distribute post-event Front-of-House reports.