Visitor Services Coordinator

Cincinnati Art Museum•Cincinnati, OH

8d•$40,000 - $44,000

About The Position

The Cincinnati Art Museum is hiring a full-time Visitor Services Coordinator in its Visitor Services department. This position is scheduled for 35 hours per week, Tuesday through Saturday, from 9 a.m. to 5 p.m., with flexibility needed to cover evening or Sunday shifts. Working under the direction of the Director of Visitor Experience, the Coordinator manages frontline daily operations and staff, facilitates communication between Visitor Services and Membership, and serves as a liaison between the Director and part-time Visitor Services Assistants. The role helps ensure the museum delivers radical hospitality and a gracious, enriching experience to visitors. The Coordinator also supports visitors, volunteers, and museum initiatives including membership, programs, exhibitions, and ticketing, and connects frontline staff with office and event-planning teams. The Coordinator oversees lobby operations, staff scheduling, service standards, training materials, team communications, event and program ticketing, data practices, visitor research support, and staffing or ticketing needs associated with museum events. The role supervises Visitor Services staff, including hiring, training, and annual evaluations, and works with the Director of Visitor Experience to develop ideas that improve the visitor experience.

Requirements

High school diploma or GED.
At least 5 years of customer service and cash management experience.
Ability to work in a team environment and exercise diplomacy.
Outstanding attention to detail and demonstrated database-management experience.
Proficiency in Microsoft Word, Excel, and Outlook email, and ability to learn museum ticketing and membership software systems.
Strong, effective communication and motivational skills with visitors and employees, in person and over the phone.
Ability to present information and answer visitors’ questions.
Solid organizational and problem-solving skills.
Ability to prioritize tasks and work under pressure to meet scheduled and unexpected deadlines.
Ability to lift up to 25 pounds regularly.

Nice To Haves

At least one year of supervisory experience is highly desirable.

Responsibilities

Manage daily museum lobby operations, including general phone calls, welcoming guests, supporting ground-floor and Longworth security staff, ordering supplies, and maintaining lobby and common-area appearance.
Manage Visitor Services staff schedules, daily assignments, break coverage, and special-event coverage.
Implement policies and procedures that support service standards, improve the visitor experience, and establish service benchmarks.
Maintain and update Visitor Services training documents, including the ticketing manual.
Manage weekly Visitor Services communications and communications with related frontline colleagues.
Coordinate ticketing for special events with the Philanthropy department as needed.
Coordinate program ticketing with the Learning & Interpretation department, including ticketing-system setup, staff communications and training, informational emails, and reporting needs.
Ensure staff follow institutional standards for visitor service, ticketing data collection and entry, and cash handling; regularly review staff data entry and address issues.
Work with the Visitor Research Coordinator to obtain visitor data through the ticketing system and support other research initiatives as requested.
Anticipate visitor-service needs for museum-calendar events, arrange staffing and ticketing, manage expenses within the approved budget, and communicate about external events affecting staff, volunteers, or visitors.
Represent Visitor Services in special-event discussions and attend other departmental meetings as needed to support communication and relationships.
Act as liaison between Membership and Visitor Services Assistants, communicate goals and progress, model successful membership sales, and track team sales goals.
Manage and supervise Visitor Services staff, including screening, interviewing, hiring, onboarding paperwork and system profiles, training, and annual evaluations.
Work with the Director of Visitor Experience to propose visitor-experience improvements, solicit feedback from other departments, and research best practices.
Perform other duties as assigned.