Visitor Experience Associate - Baltimore, United States - Walters Art Museum

Description

ABOUT THE WALTERS ART MUSEUM

The Walters Art Museum is among America's most distinctive museums, forging connections between people and art from cultures around the world and spanning seven millennia.

Located in Baltimore's Mount Vernon neighborhood, the Walters is free for all. The museum's campus includes five historic buildings and 36,000 art objects.

Today, the Walters serves Baltimore and Maryland by embracing its role as educators and storytellers, using the collection as a vehicle of knowledge and cultural expression to support learning, dialogue, and community engagement.

The museum is committed to public education, offering essential programs that help people to connect art to their lives.

The Walters' Visitor Promise aligns staff and volunteers across the museum to preserve and share the works in our care for future generations, partner with communities, and create welcoming, accessible experiences for visitors.

The museum offers challenging and creative work opportunities by promoting collaboration, teamwork, and a culture that celebrates the diversity and inclusion of all.

In December 2020, the museum finalized a set of multiyear diversity, equity, accessibility, and inclusion (DEAI) goals in alignment with the museum's Strategic Plan and grounded in the following commitments:

expand the histories the museum examines and shares; partner with our communities; and center equity, inclusion, and accountability in our culture and decision-making.

OVERVIEW OF ROLE

As a frontline staff member, The Visitor Experience Associate creates a welcoming environment for all visitors to the Walters Art Museum through a positive, proactive and personal customer service model that exemplifies the values of the Walters' Visitor Promise.

The Visitor Experience Associate is a key member of the Visitor Experience Department (Visitor Experience, Gallery Experience, and Evaluation and Audience Impact), which is committed to making the Walters Art Museum a welcoming and inclusive space for all.

The Associate supports cross-departmental projects to champion visitor needs across the institution. This position reports to the Manager of Visitor Experience.


PRIMARY RESPONSIBILITIES

The Visitor Experience Associate will:

Provide a welcoming experience for all museum visitors and model a positive, proactive, and personal level of service:

• Uphold the museum's Visitor Promise by ensuring that the museum is safe, welcoming, and accessible.
• Anticipate and assist visitors with various needs.
• Provide information about the museum collection and navigating the Walters campus, Baltimore City, and surrounding areas.
• Resolve routine customer issues and complaints.
• Promote the supporter program and facilitate sales and renewals of memberships.
• Staff information areas throughout the museum.
• Be knowledgeable on visitor policy and support all front of house staff with enforcement.
• Manage visitor amenities (mobility devices, strollers, sensory kits, floor plans, informational brochures, supporter materials, etc.)
• All other duties as assigned.

Support the daily operations and frontline teams:

• Generate a weekly report of upcoming programs, tours and events to share with front of house teams and volunteers and add to the "What's On" weekly communication document for volunteers and staff.
• Conduct floor inspections to ensure that the museum is in proper order, and follow up with any needed requests.
• Ensure that all visitor facing signage is uptodate and properly displayed.
• Share daily insights from the floor including visitor interactions, volunteer updates, challenges, insights and feedback through meeting spaces, shift reports, and staff newsletter.
• Maintain print resources, ensuring that they are uptodate, properly branded and inventoried.
• Ensure technology for various visitor surveys are properly synced and maintained, reporting problems to the appropriate staff in a timely manner.
• Attend daily Front of House meetings and be prepared to communicate updates that will impact other Front of House teams, the visitor's or volunteer's experience.
• Maintain communication with Front of House teams throughout the day via radio, phone, and direct channels.
• Have working knowledge of offerings in the Museum Cafe and Store.
• Identify areas and make recommendations for improvement of the visitor experience, efficiencies in administrative duties, and interdepartmental communication that would positively impact overall operations.
• All other duties as assigned.

Assist Manager of Visitor Experience in maintaining a diverse and enthusiastic corps of volunteers, by overseeing volunteer communication.

• Contribute engaging content to the "What's On" weekly communication document for volunteers and staff that generates curiosity and models fun ways to explore the Walters collection.
• Train and provide assistance for volunteers with volunteer management softwar