Visitor Services Associate

Responsibilities

• Serve as first point of contact and ambassador for all Museum guests, ensuring a welcoming and positive visitor experience while delivering exceptional service to both internal and external stakeholders 

• Maintain a thorough understanding of the Lucas Museum’s policies, programs, and offerings, tailoring communication to visitors to aid them in navigating their experience 

• Perform assigned workstation responsibilities which may include but is not limited to ticketing, queuing, cash handling, theater ushering, guest services, guided tours, or other front-of-house assignments 

• Promote, sell, and provide support for ticket sales and membership programs 

• Share relevant information to colleagues, members, and visitors through clear communication 

• Ensure all publicly accessible spaces are impeccably clean and visitors act in accordance with the Museum’s policies, escalating issues to the Visitor Services management team as needed 

• Collaborate Support special Museum initiatives including events, VIP tours, public programs, and more 

• Participate in department training sessions, cross-functional collaborations, team meetings, and organization-wide initiatives to support operational excellence and a positive visitor experience 

• Performs additional duties, special projects and assignments as requested by the Visitor Services management team 

Qualifications

• Minimum of two years of experience in a high-volume, guest-service oriented environment 

• Experience for an arts and cultural organization or high-volume environment with excellent guest service standards preferred 

• Proficient in ticketing software, experience in Tessitura is a plus 

Ability to work flexible hours including weeknight evenings, weekends, and holidays 

Core Competencies

Analytical Rigor: Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision. 

Courageous Communication: Intentionally works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible. 

Collaborative Excellence: Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders. 

Adaptive Resilience: Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity. 

Inclusive Interaction: Actively contributes to an environment in which all employees feel a sense of belonging, valued for their differences and empowered to participate and contribute freely. 




PHYSICAL REQUIREMENTS 

The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

• Ability to stand and walk for extended periods, up to 8 hours per shift. 

• Ability to move throughout multiple Museum locations, including galleries, theaters, outdoor spaces, and other public areas. 

• Ability to maintain an active and visible presence while providing exceptional guest service. 

• Ability to work in a high-volume, public-facing environment with large groups of guests, including school groups, tours, special events, and peak attendance periods, while maintaining professionalism, situational awareness, and composure. 

• Ability to frequently bend, reach, stoop, kneel, crouch, and climb stairs as needed. 

• Ability to occasionally lift, carry, push, and pull items weighing up to 25 pounds, including wheelchairs, stanchions, signage, guest service equipment, and other operational materials. 

• Ability to communicate clearly and effectively with guests and colleagues in person, by telephone, and over two-way radio. 

• Ability to work both indoors and outdoors in varying environmental conditions. 

• Ability to maintain awareness of guest activity and surrounding conditions while monitoring galleries, queues, and public spaces.