Full-time Visitor Services Coordinator (Weekends Required)
The Visitor Services Coordinator is a working supervisor responsible for overseeing daily front desk operations while ensuring the Visitor Services team provides exceptional customer service and efficient visitor management. This role balances front-line visitor service responsibilities with staff supervision, scheduling, reporting, and operational coordination. The Coordinator is responsible for scheduling work hours, supervising the day-to-day activities of Visitor Services Associates, and serving as a regular member of the front desk team.
Administrative responsibilities include compiling attendance reports, tracking visitor data, and leading regular Visitor Services team meetings. The Visitor Services Coordinator works a 35-hour workweek, including both Saturday and Sunday, as well as select evenings and special events, including the annual Arts Festival and Gala.
This position is scheduled for five days per week. Availability on both Saturdays and Sundays is required. Remaining weekday schedules will be determined based on employee availability and operational needs, with the final schedule established collaboratively while ensuring adequate museum coverage.
Supervisory Responsibilities:
- Supervises and oversees Visitor Services Associates
Duties/Responsibilities:
- Supervise Visitor Services staff, including scheduling, task assignment, and performance management.
- Lead the team, fostering a collaborative, inclusive, and customer-focused environment.
- Develop agendas for and lead Visitor Services team meetings.
- Oversee scheduling and proactively ensure appropriate staffing levels for daily operations, as well as off-hours activities and events.
- Coordinate with museum departments to ensure seamless communication and collaboration across teams.
- Attend management and cross-departmental meetings; communicate key updates, events, and operational priorities to the Visitor Services team.
- Lead the Visitor Experience Taskforce, driving initiatives to enhance overall visitor satisfaction and engagement.
- Ensure visitors receive friendly, courteous, and knowledgeable assistance from front desk staff.
- Respond to in-person, phone, and email inquiries, comments, and complaints in a timely and professional manner.
- Partner with Audience Engagement to support surveys and data collection initiatives as needed.
- Prepare monthly admissions reports for the Audience Engagement Department, ensuring data accuracy.
- Collaborate with the Development Department to maintain accurate membership records and track program and event attendance.
- Serve as a regular member of the front desk team, providing visitor services coverage, assisting visitors, and leading by example during daily operations.
- Support front desk operations, including ticket sales, memberships, and retail transactions, ensuring accuracy and adherence to museum policies and procedures.
- Promote the value of museum memberships to visitors.
- Maintain front desk supplies, including brochures, maps, and informational materials.
- Participate in staff meetings, training sessions, and special projects as needed.
Requirements/Education/Experience/Skills:
- High School Diploma or equivalent preferred.
- Availability to work weekends, holidays, and evenings.
- Professionalism, patience, and courtesy in all interactions
- Excellent customer service skills
- Strong interpersonal and communication skills
- Experience in visitor services
- Experience with Altru and POS systems a plus.
Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform the essential functions of the role. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
The hourly range for this position is $22-$25/hour commensurate with experience. The Bruce Museum offers a competitive benefits package.
To apply: Submit a cover letter and CV to jobs@brucemuseum.org with the subject line applicant’s last name and “Visitor Services Coordinator."
