Visitor Experience Associate II-Detroit Institute of Arts

Job Description

Job Title: Visitor Experience Associate II

Company: Detroit Institute of Arts

Location: Detroit, MI

Pay:

AI Pay Analysis: To analyze the competitiveness of the hourly rate for a “Visitor Experience Associate II” in Detroit, MI, it’s essential to consider both the specific responsibilities of the role and the regional economic context. Typically, visitor experience roles in similar urban areas range between $15 to $25 per hour, depending on factors like experience, the organization’s mission, and additional benefits. In Detroit, the cost of living is lower compared to other major cities, allowing for slightly lower rates while remaining competitive. If the offered rate is within or above this range, it would be considered competitive and reflective of industry standards; if it’s below, it may be less attractive to potential candidates. Thus, to provide a conclusive assessment, the specific hourly rate would need to be compared against these benchmarks.

Job description:

Under the supervision of the Supervisor and Manager of Visitor Experience, the Visitor Experience Associate II is responsible for delivering exceptional customer service by demonstrating a strong understanding of service processes, standards, and interpersonal skills. The role encompasses various responsibilities including floor management, visitor information and signage, coat check, concierge services, third-party event support, admissions, and sales.

Essential Functions:

• Oversee the visitor admission process, including cash handling, and the selling, renewing, and upgrading of museum memberships.
• Maintain up-to-date knowledge of all daily and upcoming museum events and activities to efficiently address internal and external inquiries.
• Attend daily stand-up meetings, department meetings, and All Team meetings, both in-person and virtually, to stay informed on key museum and department information.
• Proactively respond to inquiries and concerns from both members and individual guests.
• Maintain accurate and confidential financial transaction records.
• Utilize specialized databases and software systems effectively.
• Provide complimentary guest services, such as wheelchair assistance and coat check.
• Foster a welcoming atmosphere by greeting visitors and offering general information and direction throughout their visit.
• Guide visitors and manage crowd control to ensure a positive experience and smooth exhibition traffic flow.
• Set up equipment and fulfill signage requests for museum programs.
• Ensure museum maps, brochures, and other informational literature are well-stocked in lobbies, galleries, and kiosks.
• Assist with special exhibitions by handling tasks such as audio guide distribution and ticket management.
• Embody the values of the Detroit Institute of Arts (DIA) in all interactions to nurture a culture of belonging among internal and external stakeholders.
• Execute additional responsibilities as assigned.

Qualifications:

• A high school diploma or equivalent is required. A minimum of two years of experience in sales or customer service, including cash handling and/or call center experience, is essential.

Knowledge, Skills, and Abilities:

• Proven collaboration skills to work effectively across departments and with diverse external stakeholders.
• Strong public speaking abilities to present and convey information clearly and engagingly tailored to various audiences.
• Excellent prioritization skills to manage and complete multiple tasks within deadlines.
• Competence in calmly de-escalating challenging situations with visitors in a professional manner.
• Ability to identify challenges and opportunities, engage colleagues in their resolution, and recommend the appropriate course of action.
• Strong customer service aptitude with a focus on detail-oriented and accurate deliverables.
• Flexibility and adaptability to shifts in priorities based on operational requirements.
• Availability to work regular weekend, evening, and holiday hours.
• Proficient in the latest version of Microsoft Office 365 and adept with remote work technologies like Microsoft Teams.

The physical demands of this position require the ability to work under diverse conditions, including prolonged periods behind a desk, and walking or standing for the duration of a shift based on assigned duties. This role necessitates the ability to lift up to 25 pounds, as well as frequent reaching, handling, and grasping motions. Employees must remain focused and productive in a regularly noisy environment while effectively communicating accurate information through various methods including in-person, telephone, and email exchanges.

This job description provides an overview of the responsibilities and qualifications necessary for success in this role and is not intended to be an exhaustive list. The supervisor retains the discretion to modify work assignments as necessary.

The Detroit Institute of Arts is an equal opportunity employer.

Job Posting Date: Sat, 16 Nov 2024 07:36:53 GMT

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