Full Time Visitor Experience Associate

Munson Willliams Proctor Art Institute; City of Utica (NY); On-site; USD 36,000 - 48,000; Full time

Job summary

Munson Williams Proctor Art Institute in Utica, NY, seeks a Full Time Visitor Experience Associate to deliver welcoming, engaging customer service at the museum’s front desk and shop. You will handle admissions and retail transactions, assist with program information, and support daily operations with accuracy and discretion.

Flexibility to work days, weekends, and evenings for events is essential. The role emphasizes confidentiality, teamwork, and a positive guest experience across campus

Qualifications

• High school diploma or equivalent required; Associate degree or higher preferred
• Two years of customer service, retail, reception, or administrative support experience required
• Flexibility to work evenings and weekends for events and programs
• Experience with computer systems and databases; familiarity with POS, cash handling, ticketing, and membership software preferred
• Strong verbal and written communication with solid organizational skills
• Ability to handle multiple priorities while maintaining attention to detail
• Ability to work independently and collaboratively in a museum/nonprofit environment
• Knowledge of merchandising and visual display practices preferred
• Proficiency with word processing, spreadsheets, calendars; familiarity with Google Workspace preferred

Responsibilities

• Serve as the primary contact for visitors, providing excellent customer service at the museum welcome desk and in the retail shop
• Process admissions, memberships, registrations, ticket sales, and retail transactions accurately
• Operate POS, ticketing, membership, and registration systems; handle cash and daily reconciliations
• Assist with merchandise receiving, stocking, inventory, pricing, and visual presentation
• Maintain clean, welcoming public spaces and ensure materials are stocked and current
• Provide information about exhibitions, programs, events, and campus resources
• Support staff across departments on projects and events
• Assist with setup and breakdown of events and programs
• Contribute to a collaborative environment and effective communication across departments

Skills

Customer service

Cash handling

Point-of-sale

Communication skills

Attention to detail

Multitasking

Team collaboration

Education

High school diploma

Associate degree preferred

Tools

POS system

Ticketing system

Membership software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Visitor Experience Associate

Visitor Services Staff Full-time Regular Utica, Utica, NY, US

The Visitor Experience Associate plays an important role in advancing Munson’s mission by creating a welcoming, engaging, and positive experience for all visitors, students, members, and volunteers. As a primary point of contact, this position delivers exceptional customer service while supporting the daily operations of the Museum of Art’s welcome desk and retail shop. The Associate serves as a knowledgeable resource for Munson’s programs, events, and merchandise, while assisting with visitor inquiries, point-of-sale transactions, inventory management, daily opening and closing procedures, and accurate recordkeeping. This role requires a commitment to professionalism, attention to detail, and adherence to organizational policies and procedures.

This position requires flexibility to work regular day, weekend and evening hours to support events and programs.Associates work 37.5 hours with a half hour unpaid lunch period.

OUR CULTURE:

Munson is committed to community engagement and belonging. We encourage applications from all qualified candidates, regardless of background, and welcome the unique perspectives and experiences they bring.

ESSENTIAL JOB FUNCTIONS:

Visitor Experience and Customer Service

Serve as the primary point of contact for Munson, providing exceptional service to visitors, students, members, volunteers, donors, and staff.

Welcome and assist guests in person, by phone, and through electronic communications.

Answer and direct phone calls, emails, and in-person inquiries.

Respond to inquiries and provide information about exhibitions, classes, events, performances, memberships, facilities, and campus resources.

Process admissions, memberships, registrations, ticket sales, retail purchases, and other customer transactions accurately and efficiently.

Promote organizational programs, events, memberships, and retail offerings through positive and informed interactions.

Monitor visitor needs, concerns, and feedback and communicate relevant information to appropriate staff.

Maintain confidentiality and professionalism in all interactions.

Front-of-House Operations

Support the daily operation of Munson's public-facing spaces, including visitor reception areas, the Museum Shop, and the Campus Store.

Operate point-of-sale, ticketing, membership, and registration systems.

Accurately handle cash, credit card transactions, daily reconciliations, and related records.

Prepare and reconcile daily financial deposits for admissions, memberships, registrations, retail sales, and other organizational transactions.

Assist with merchandise receiving, pricing, stocking, inventory management, and visual presentation.

Maintain clean, organized, welcoming, and attractive public spaces.

Ensure displays, informational materials, and visitor resources are stocked and current.

Administrative and Organizational Support

Provide administrative support that contributes to the efficient operation of visitor services, retail functions, and public programs.

Maintain accurate records, databases, spreadsheets, and reports.

Assist with data entry, filing, correspondence, and general office functions.

Prepare materials and communications as needed.

Collaborate with staff across departments to support organizational goals and initiatives.

Support special projects and departmental activities as assigned.

Events and Public Programs

Contribute to the successful delivery of exhibitions, programs, performances, community events, and fundraising activities.

Assist with event setup, guest services, admissions, retail operations, and event breakdown.

Provide exceptional customer service during public programs and special events.

Support audience engagement efforts and help create a positive visitor experience throughout campus.

As a cross-trained member of the Visitor Experience team, contribute to a collaborative environment that supports visitors, customers, students, and community members across all public-facing areas of the organization.

Participate in organizational committees, training opportunities, and professional development activities.

Work collaboratively with colleagues across departments.

Perform other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

High school diploma or equivalent required; Associate degree or higher preferred

Two (2) years of customer service, retail, reception, administrative support, or related experience required

Flexibility to work regularly scheduled evening and weekend hours required

Experience working with computer systems and databases required; experience with point-of-sale systems, cash handling, ticketing systems, and membership software preferred

Strong verbal and written communication skills required; strong organizational and time-management skills required

Excellent customer service and interpersonal skills are a must; ability to communicate and interact with diverse populations required

Ability to manage multiple priorities while maintaining attention to detail required

Ability to work both independently and collaboratively required

Experience in a museum, arts, educational, retail, or nonprofit environment preferred

Knowledge of merchandising and visual display practices preferred

Proficiency with word processing, email, spreadsheets ( Excel or Sheets ), electronic calendars required ; familiarity with Google Workplace preferred

Ability to maintain confidentiality and exercise sound judgment required

Ability to learn organizational programs, exhibitions, and services and communicate them effectively to the public

PHYSICAL ACTIVITIES AND DEMANDS:

Frequent standing, walking, reaching, bending, stooping and lifting of merchandise or materials throughout the retail shop, museum, reception and storage areas

Occasional sitting while performing administrative and customer service duties

Ability to move throughout the facility to assist visitors, respond to operational needs, and support special events

Ability to communicate effectively with visitors, students, employees, volunteers, and community members in person, by telephone, and through electronic communication

Frequent use of hands and fingers for computer work, operating a point-of-sale system, handling merchandise, and processing transactions

Ability to lift up to 30 pounds independently and up to 50 pounds with assistance

Ability to operate computers, POS systems, telephones, and standard office equipment

The final candidate will be required to complete a post-offer, pre-employment background check.

Munson is an equal opportunity employer.