Visitor Experience Team Lead (5058)

TAFT MUSEUM OF ART • Cincinnati, OH

4d • $17 - $20 • Onsite

About The Position

The Taft Museum of Art, located in downtown Cincinnati, is seeking a part-time Visitor Experience Team Lead to join our Visitor Experience team. This position reports to the Manager of Visitor Experience and serves as a key support role in delivering exceptional guest experiences while providing day-to-day leadership and operational support to the Visitor Experience Associates. We are looking for a positive, highly organized, and service-oriented team leader who enjoys working with the public, communicates effectively, and thrives in a guest-focused environment. The ideal candidate will demonstrate strong interpersonal skills, sound judgment, and the ability to support staff while ensuring a welcoming and engaging experience for all visitors. This is a unique opportunity to help shape the visitor experience at one of the nation’s finest small art museums.

Requirements

• High school diploma or equivalent required
• Minimum of two years of experience in hospitality, guest services, retail, customer service, or a related field required.
• Ability to stand and walk for extended periods, use a stepladder when needed, and perform front-of-house operational responsibilities throughout the Museum.
• Must possess reliable transportation and be authorized to work in the United States.

Nice To Haves

• associate or bachelor's degree preferred.
• Previous supervisory, lead, or team leadership experience preferred.
• Experience working with point-of-sale (POS) systems and electronic scheduling platforms preferred.
• Prior museum, arts, cultural institution, retail, restaurant, or event experience preferred.
• Passion for the arts and museums strongly preferred.
• Prior restaurant, café, retail, hospitality, or customer service experience is helpful.
• Access to reliable personal transportation for occasional vendor pick-ups or deliveries.

Responsibilities

• Serves as a positive role model by consistently delivering exceptional guest service and modeling professional behavior.
• Provides day-to-day leadership and support for Visitor Experience Associates during operating hours and special events.
• Supports the Manager of Visitor Experience with floor coverage, scheduling needs, and operational continuity during absences or busy periods.
• Assists with resolving visitor concerns and de-escalating situations professionally and effectively.
• Maintains a visible leadership presence throughout the Museum and during designated events.
• Creates a welcoming, inclusive, and engaging environment for all guests.
• Monitors visitor experiences and identifies opportunities to improve service delivery.
• Communicates accurate information regarding Museum programs, exhibitions, memberships, events, and services.
• Responds to visitor inquiries in person, by phone, and through other communication channels as needed.
• Resolves guest concerns through effective listening, empathy, and appropriate service recovery techniques.
• Engages positively with visitors from diverse backgrounds and ensures all guests feel welcomed and supported.
• Ensures compliance with all Museum financial procedures and transaction standards.
• Completes assigned opening and closing procedures.
• Supports inspections of event and function spaces to ensure readiness and presentation standards are met.
• Reports facility concerns and operational issues to the appropriate departments.
• Assists café operations during high-volume periods by supporting guest flow, table turnover, and visitor needs.
• Supports front-of-house operations during special events, rentals, and public programs.
• Performs additional duties as assigned.
• Embrace the museum's core values of respect, integrity, excellence, creativity, and collaboration and demonstrate this understanding through words, behaviors, and interactions with our guests, staff members, volunteers, and the public.
• Learn and teach every day.
• Share knowledge freely with colleagues and pursue opportunities to gain new skills to enhance our success as a team.
• Appreciate, understand, and value each staff member’s expertise, background, experience, strengths, and unique perspective.
• Share time, energy, and knowledge with others to ensure everyone has the highest potential to succeed.
• Achieve excellence in all tasks and goals.
• Demonstrate professionalism on and off the job and always represent the Taft Museum of Art positively and professionally.
• Speak truthfully and fulfill promises and obligations in all museum dealings.
• Be comfortable and communicate with people of diverse backgrounds.
• Adhere to all current museum policies, procedures, protocols, and processes.
• Create a pleasant work environment by being a positive influence and respectful to every person.

Benefits

• Free parking
• Shop and Café discounts
• free Employee Assistance Program
• 401K opportunities
• Aflac Insurance Offered
• Other Benefits such as paid Discretionary Time Off DTO based upon the number of hours worked.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: High school or GED