Visitor Services Supervisor, RISD Museum

Rhode Island School of Design•Providence, RI

3d•Onsite

About The Position

The RISD Museum is seeking a Visitor Services Desk Shift Supervisor to join its team. This role is for an equity-minded individual passionate about community and the arts, bringing leadership, customer service, and strong communication skills. The supervisor ensures effective daily operations of the museum's front desk, including leading staff in providing a positive visitor experience. This involves welcoming diverse clientele, directing and training employees, providing feedback for performance evaluations, and creating weekly staffing schedules. The role also includes processing transactions like memberships, admissions, and event registrations, handling payments, and acting as a resource and escalation point for Visitor Services Desk Attendants. The supervisor will answer questions about the Museum, RISD, and Providence, promote museum programs, and solicit membership sales. A key aspect is maintaining a safe, welcoming, and informative environment that upholds RISD's values of diversity, equity, and inclusion, aligning with the SEI action plan. The position also serves as a liaison to internal departments and external agencies.

Requirements

High school diploma or equivalent.
A minimum of two years of responsible customer service experience in a business, public, or non-profit setting.
Strong customer service orientation.
Experience implementing and delivering training programs and initiatives and imparting job knowledge to others.
Ability to work ethically with culturally and socially diverse populations and promote and foster a culture of inclusivity.
Strong interpersonal skills and the ability to communicate respectfully and effectively verbally and in writing.
Demonstrated ability to solve problems and to cultivate a calm and welcoming environment.
Experience and proficiency in Microsoft Excel and other reporting platforms.

Nice To Haves

Minimum of Associate’s degree.
Knowledge and understanding of finance management from a retail setting.
Experience working in a cultural organization or museum environment preferred.

Responsibilities

Oversees the day to day general operations of the RISD Museum front desk during museum operating hours on weekdays and weekends under the direction of the Manager, Visitor Services.
Provide direction, supervision and leadership to Visitor Services staff. Responsible for directing and delegating to staff during shifts. Provide timely and appropriate feedback to employees during shifts. Partners with the manager to facilitate necessary follow-up conversations regarding employee performance or opportunities for improvement. Contribute to staff performance evaluations by providing formal feedback of employees’ performance to the Manager.
Create weekly staffing schedules and manage vacation requests to be submitted to the Manager for review and final approval.
Ensures staff are following department and museum policies and procedures.
Supports daily Visitor Services Desk Attendants by providing break coverage and leadership support at the desk.
Responds to visitor concerns and feedback as appropriate, and makes decisions based on museum policy, professional judgement, and previous experience.
Sets the example of appropriate customer service orientation and expectations for other staff.
Receives and greets incoming guests, visitors, tour groups, parents, alumni, and corporate members.
Orients self-guided groups to the space, welcoming them to the museum, and setting them up for their visit on behalf of the Education department.
Processes financial transactions for visitors including but not limited to admissions, membership sales, special events and Museum courses. Accepts payments using the museum database system and issues appropriate receipts and/or change. Facilitates and completes payment for group visits, as required. Uses museum systems to complete the group check-in and payment process.
Cross-trains on and develops a comprehensive understanding of Visitor Services accounts payable functions to serve as back-up in the absences of department accounts payable staff. This includes but is not limited to completing opening and closing cash drawer procedures including counting and balancing drawer daily, overseeing final cash handling tasks at the end of the day, and approving end of week cash handling reports.
Utilizes knowledge of RISD Museum, RISD community and Providence area to help answer routine customer service questions via phone, email, or in person, as well as and visitor inquiries regarding Museum events, exhibition and gallery locations, RISD campus events and local attractions. Serves as a point of escalation for other staff providing customer service.
Actively promotes Museum programs, classes and events.
Actively solicits museum membership sales by explaining benefits, program details, additional opportunities, discounts and incentive options and overall structure.
Maintains desk supplies stock and coordinates ordering necessary supplies/equipment as needed.