Head of Visitor Services - Hartford, United States - Wadsworth Atheneum Museum of Art

Description

EOE Statement

We are an equal employment opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

About the Organization


ABOUT THE WADSWORTH

Founded in 1842 with a vision for infusing art into the American experience, the Wadsworth Atheneum Museum of Art is home to a collection of nearly 50,000 works of art, spanning 5,000 years and encompassing European art from antiquity to contemporary as well as American art from the 1600s through today.

The Wadsworth Atheneum Museum of Art is the oldest continuously-operating public art museum in the United States, opening its doors to the public in 1844.

The Wadsworth Atheneum Museum of Art was founded by Daniel Wadsworth, one of the first major American art patrons.

Daniel Wadsworth originally planned to establish a 'Gallery of Fine Arts,' but he was persuaded to create an atheneum, a term popular in the 19th century used to describe a cultural institution with a library, works of art and artifacts, devoted to learning history, literature, art, and science.

The Wadsworth Atheneum has paved the way for encyclopedic museums across the country, presenting engaging and groundbreaking exhibitions that explore every era of art history while consistently being at the forefront of collecting works by artists such as Caravaggio, Frederic Church, Joseph Cornell, Salvador Dalí, and Joan Miró.

Today, visitors to the downtown Hartford, Connecticut galleries find captivating and innovative programs mining the iconic holdings and offering new stories that illustrate the breadth and quality of the collection.

Description


POSITION DESCRIPTION

The Head of Visitor Experience and Services ensures a positive visitor experience with a goal of fostering a desire for further engagement with the museum on multiple levels.

As a member of the Senior Leadership team, acts as the leading visitor experience champion across the organization, collaborating and enlisting the active support of staff throughout the institution.

This position is an advocate for visitors with diverse interests, abilities, and needs.

The Head of Visitor Experience and Services is recognized as someone with a passion and commitment to delivering an outstanding and dynamic museum visitor experience, an innovative manager with a deep understanding of customer service, and demonstrated skills and experience building and managing a large team.

The ability to think strategically with a vision of long-term objectives, as well as excellent communication skills, is essential.


SALARY:
$75,000.00 annually

ESSENTIAL RESPONSIBILITIES

Develop and execute a comprehensive visitor services strategy that supports a carefully curated guest experience and reflects the museum mission and brand.

Own and define the needs of the visitor experience, including wayfinding, interior and exterior signage, maps, website, mobile guide, and other information and communication methods to ensure that visitors are able to access the museum and its services.

Work directly with marketing team for execution of these needs.

Deliver an effective, responsive program of visitor services including admission sales, visit planning, membership sales and data collection/reporting on visitor feedback.

Cultivate a positive team and work environment that permeates throughout all visitor experiences and interactions with stakeholders.
Provide direction for Visitor Services Operations Manager in all visitation support activities, ensuring efficient operation flow.
Oversee Gallery Attendant Supervisor in scheduling, floor management, and day-to-day supervision of about 40 Gallery Attendants.
Ensure onsite management and supervision Gallery Attendant Program during open hours, programs and special events.
Work closely with Protection Services to plan, communicate and practice protocols for routine processes as well as emergency procedures.

Work with all other departments that organize special events and programs (public programs, member events, films, performances, etc.) to assure the timely and appropriate reception for groups and individuals with reservations.

Develop and document policies and procedures for departmental staff, ensuring compliance department-wide.
Prepare and manage department budget.
Develop departmental training programs to ensure staff members understand their job responsibilities and deliver a high quality visitor experience.

Create and implement regular assessment of the visitor experience to develop data-driven plans for increasing visitation, revenue, and visitor satisfaction.

Develop strategies and plans that improve processes and workflows within the visitor services department.
Organize and coordinate volunteer recruitment and placement (not including auxiliary groups such as Docents, Friends of the Wadsworth, Library Associates, etc.)
Assemble and analyze admissions data, and prepare and deliver reports to project and track revenue from admissions.
Provide information for the preparation of grant proposals including visitor research and evaluation activities. Assist with grant writing when appropriate.
Participate in strategic meetings both within the museum and through local organizations that support audience development.

MINIMUM REQUIREMENTS
Education and Experience

Minimum of 10 years customer service experience and a strong track record of providing excellent customer service, preferably in an arts environment.

Bachelor's degree in communications, museum studies, art history, a related field and/or relevant equivalent experience
Minimum ten years of experience leading a team, with responsibility for interviewing, hiring, training, assessing and supervising staff.
Strong working knowledge of Microsoft Word, Excel, Outlook, and database applications. Prior Tessitura experience is a plus.
Experience with Customer Relationship Management systems
Skills and Abilities
Ability to exercise composure and diplomacy at all times; demonstrate creative problem solving and conflict resolution skills.
Demonstrated social and cultural competency and commitment to diversity, equity, accessibility and inclusion.
Strong analytical and strategic thinker that enjoys fast-paced, dynamic environments that require flexibility and a capability to adapt quickly to change
Exceptional interpersonal, managerial and organizational skills
Knowledge of marketing techniques
Commitment to the mission and core values of the museum and ability to model those values in service delivery and partnerships
Demonstrated ability to inspire and empower individuals and enthusiasm for working collaboratively with a dedicated team. Possesses leadership, team-building and motivational skills
The experience, diplomacy, and confidence to influence decisions at the senior level
Superior language skills in English with a strong preference for additional capabilities in Spanish
Ability to establish and maintain positive and professional working relationships with staff, volunteers, and members of the public

Ability to communicate effectively orally and in writing; prepare and deliver presentations and written materials appropriate for diverse program platforms, including public presentations and training programs.

WORK SCHEDULE
Public hours for the museum are currently Thursday - Sunday with our highest attendance occurring on the weekend.

Although there is not an expectation that the Head of Visitor Experience and Services be physically present every Saturday and Sunday in order to fulfill the position requirements, it will be necessary occasionally.

In order to meet the job requirements, you may be called upon to work beyond the typical five day per week, eight-hour per day schedule, being present during evening hours for programming or special events.

The role serves in an 'on-call capacity' assisting with operational needs requiring immediate attention and emergency situations during non-scheduled work hours

Exempt/Non-Exempt

Exempt
Full-Time/Part-Time

Full-Time
Location

Wadsworth Atheneum Museum
This position is currently accepting applications.

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