Visitor Experience Coordinator (full time, onsite, 35 hours/week)

Visitor Experience Coordinator (full time, onsite, 35 hours/week)

Reports to:  Director of Operations

About Staten Island Museum

Founded in 1881, the Staten Island Museum engages visitors with interdisciplinary exhibitions, public programs, and educational activities for all ages. It is the mission of the Staten Island Museum to spark curiosity and generate meaningful shared experiences through natural science, art, and history to deepen understanding of our environment, ourselves, and each other.

The Museum is located on the North Shore of Staten Island in New York City, and can be reached by public transportation as well as by car.  Consider the commute when applying.

SIM Via Google Maps

Commuting to the Staten Island Museum

Diversity, Equity and Inclusion (DEI) Commitment Statement

The Staten Island Museum (SIM) values, celebrates and commits to fostering diversity, equity, and inclusion. SIM believes building an inclusive and equitable environment is an ongoing, active process that requires constant and deliberate mindfulness and attention. Through policies, procedures, and programs, the Staten Island Museum values and seeks the strengths of human variety in race, ethnicity, culture, language, religion, gender, gender fluidity, sexual orientation, family structure, personal beliefs, age, ability, veteran status, socioeconomic status, immigration status, geography and country of origin. Across communities, in programming, with staff, trustees, volunteers, artists, and visitors, SIM strives to build a culture of diversity of voice and representation, authentically inclusive spaces, and equity for all.

See www.statenislandmuseum.org for more info.

About the Position

The Museum seeks a highly qualified individual with customer service and supervisory experience to facilitate museum admissions and manage a front facing, visitor focused, part time Visitor Experience team.  The Staten Island Museum is offering an exceptional opportunity to apply for this newly established full time position with comprehensive health and retirement benefits to serve as the primary Visitor Experience role for the museum.  The ideal candidate will embody the institution’s world class customer service standards and foster a welcoming and inclusive environment at the museum.

Reporting to the Director of Operations who will provide guidance and mentorship, the Visitor Experience Coordinator (the Coordinator) manages daily operations for public hours to facilitate public access to the museum.  As a key member of the Staten Island Museum’s staff team, the Coordinator contributes to institutional goals and mission through establishing a welcoming environment, interfacing with the public and members at the point of entry, and supporting educational and public programs. The Coordinator is responsible, along with security staff, to ensure the safety of all visitors and compliance with the policies and protocols established by museum leadership and the Health and Safety Committee.  Additionally, the Coordinator processes visitors and sales in the database and maintains and reports on visitor data, as well as other administrative responsibilities.

This role represents a significant opportunity for a full time position in the museum field with excellent benefits at a leading, community based cultural organization with a supportive and encouraging staff team.

Duties and Responsibilities

• Opens and secures the museum building for public hours and facilitates off-hours use (rentals/events).
• Greets and admits visitors and guests to the museum with superior customer service and providing a warm and welcoming environment.
• Submits daily activity reports documenting visitor attendance, sales and building operations concerns.
• Handles visitor inquiries and concerns professionally. Uses sound judgement in resolving problems. Identifies reports and or escalates matters to museum leadership as necessary.
• Serves as the first contact in resolving problems faced by frontline staff and visitors by providing solution based responses.
• Supervises and schedules part-time Visitor Experience (VE) staff to maintain consistent staffing of admissions desk for all museum public hours and events. Provides solutions for staffing and operational issues that arise during the workday.
• Coordinates scheduling of museum security and facilities personnel with the Vice President of Facilities and Capital Projects.
• Operates as a brand ambassador; professionally and positively representing the Staten Island Museum at all times and in all interactions with stakeholders.
• Participates in off-site community outreach initiatives to further the reach of the Museum. These events often require driving to a location.
• Maintains and facilitates admission programs including third-party discount platforms.
• Utilizes Altru, a Customer Relationship Management (CRM) platform used for ticket and merchandise sales, fundraising and management of constituent records. Serves as a primary point of contact to trouble shoot technical issues encountered by staff and utilizes software support and training resources.
• Data management responsibilities include providing reporting and analysis for administrative and institutional advancement purposes.
• Knowledgeable about the museum’s history and mission. Stays current on museum news and initiatives, contributing to strategic and interpretive planning process.
• Supports business development and earned income by facilitating rentals, managing contracts, coordinating staffing and executing flawless events.
• In coordination with the Business Office, hires part-time Visitor Experience personnel.
• Onboarding and training of VE staff.
• Mentors staff and volunteers by following professional standards.
• Supports the Public Programs Department with program delivery.
• Supports the Education Department with checking in school groups and processing class trip payments
• Assists with A/V tech support for museum programs, meetings and rentals.
• Provides support with coordinating hospitality for museum programs and rentals as required.
• Other responsibilities as requested.
• Fire guard and conflict resolution/de-escalation training will be provided

Knowledge and Skills

• Excellent verbal and written communication skills
• Experience with conflict resolution techniques
• Problem solver and an energetic work style
• Team player with the ability to take initiative
• Ability to handle multiple tasks simultaneously
• Strong organizational and prioritization skills and attention to detail
• Familiarity with museums, arts and culture desirable

Qualifications

• Minimum of two years of customer service or related experience
• Prior experience supervising staff required
• Experience or demonstrated interest in working in the Arts and Culture sector
• Experience working in a small to mid sized museum preferred
• Customer Relations Management (CRM) database experience required, Altru experience preferred.
• Solid Office Suite proficiency (MS Word, Excel, etc.). Powerpoint and Photoshop experience is helpful
• Minimum of an Associate’s degree or equivalent experience, with an Education or Museum Studies background desirable.
• Availability on weekends, evenings, holidays and special events required
• Able to lift 25 lbs.
• Driver’s license preferred for off-site assignments.

Schedule: This on site position is full time Wednesday through Sunday, with flexibility required for evening attendance for rentals, meetings, community events, special museum programs and holidays when the museum is open to the public.

Compensation and Benefits: 

• $40,000 - 45,000 annual salary
• The Museum offers a generous employer sponsored full benefits package, including:- Health insurance benefits through EmblemHealth HIP HMO Preferred Plan, basic coverage, at no cost to employee. Employee may choose upgraded plan options including prescription drugs with employee contribution.
  - The Museum provides enrollment in the NYC Management Benefits Program which supplies supplemental benefits, including basic group life insurance, superimposed major medical, dental and vision coverages
  - Employees are afforded coverage under New York State long term disability and workers Nominal employee payroll contributions are mandatory for NYS short term disability and NYS Paid Family Leave
  - Pension through Cultural Institution Retirement System (CIRS)
  - 401(K) participation available through CIRS, non-matching
  - Employees are provided with twelve (12) paid holidays, fifteen (15) vacation and ten
  - (10) sick days annually for the first five years, accrued according to Museum policy. Employees are entitled to paid jury duty and bereavement The Museum complies with current state and federal policies for Family and Medical Leave.

Additional perks:

• Free onsite parking
• Access to professional development growth opportunities
• SIM staff receive complimentary admission to participating NYC museums

Start Date: Immediate.

To Apply

Email a cover letter with resume to rbushelle@statenislandmuseum.org or via mail to:  attention Renée Bushelle, Director of Operations, 1000 Richmond Terrace, Building A, Staten Island, NY 10301.  No phone calls, please.

If you believe you meet most of the qualifications, we strongly encourage you to apply.

Please visit the Museum’s website at www.statenislandmuseum.org for more information.