General Purpose Statement
This position is the first point of contact for visitors to the exhibitions and provides information about the museum, the exhibitions, education, and assists guests throughout their visit. This position assists our security department in protecting the museum, staff, and visitors against fire, theft, and accidents. The position is responsible for the successful daily operations of the visitor experience, including visitor services desk and security. This position must provide excellent customer service and a seamless operation of the guest experience at the museum.
Essential Duties and Responsibilities
- Welcome, greet, orientate, and direct visitors. Be familiar with and able to discuss the artists and exhibitions, current and upcoming.
- Be familiar with and able to discuss the building’s physical layout including galleries, restrooms, Café, Sculpture Garden, exits, elevators, and five key architectural features.
- Be familiar with all other current museum functions and programs including public programs, special events, educational programs, mission, etc.
- Stay current with daily schedule of events; communicate relevant information to other staff and event hosts/leaders.
- Staff the galleries as assigned; staff visitor service desk if needed
- Observe visitors in the gallery and take proactive action as needed in order to protect the artwork.
- Gently remind visitors of security concerns (no touching, photography policy, no food or drinks, no large bags, no recording devices, etc.).
- Have visitors place large bags and other objects inappropriate for the galleries in the coatroom.
- Assist in emergency situations with crowd control and evacuation.
- Inspect art objects, labels, and lights/furnishings for signs of change or damage.
- Report damage or change in condition of objects immediately to the security officer on-duty and Guide Manager.
- Alert security personnel as needed to assure a safe environment for artwork and visitors.
- May answer and direct phone calls and answer general questions about the museum, exhibitions, and public offerings.
- Assist visitors with general local information (e.g., directions, cabs, places to eat).
- Be able to provide membership benefit information.
GENERAL FACILITY UPKEEP
Upkeep of the museum public spaces and galleries during shifts, including making sure gallery and hallway areas are presentable and clean, refilling printed material, and notifying security personnel if additional maintenance is needed. *Other duties as assigned.
Knowledge, Skills, and Abilities
- Ability to represent the museum with a high level of integrity and professionalism, adhere to museum policies, and support management decisions in a positive, professional manner.
- Knowledge of AAM and department policies and procedures.
- Ability to understand and follow standard operating procedures.
- Ability to communicate effectively with individuals of varying social and cultural backgrounds.
- Demonstrate organizational and task management skills.
- Excellent communication skills, verbal and written.
- Ability to provide excellent customer service and possess conflict-resolution skills.
- Ability to read and interpret documents such as safety rules, product information manuals, and instructions.
- Ability to sit and/or stand for long periods of time, up to four hours at a time.
- Attention to detail and the ability to stay alert for long periods of time in a very quiet environment.
- Ability to remain calm in stressful situations and help resolve issues with tact and courtesy.
- Knowledge of security operations, safety practices in a business environment, and enforcement procedures.
- Ability to anticipate, intervene, and prevent potentially harmful circumstances to artwork.
- Dependability, flexibility, and adaptability in a dynamic event-driven environment
- Ability to work positively with colleagues, artists, the public, Board of Trustees, donors, and volunteers.
- Knowledgeable in standard computer applications and programs, e.g., MS Word, email, MS Excel, and file management.
- Must have the ability to be both friendly and authoritative.
Requirements and Qualifications
High school diploma or GED with at least two years of customer service work experience preferably in security, guest or visitor interaction in a museum, art gallery, or related organization, or any other combination of experience that provides the required knowledge, skills, and abilities may be considered.
Hours and Work Schedule
This is an hourly position requiring flexible availability for weekend, evening, and holiday shifts. The Guide position is nonexempt from the Fair Labor Standards Act and will receive overtime pay for all hours worked in excess of forty in a seven-day workweek