Guest Services Lead – Museum Tours & Visitor Experience

International Association of Operative Millers (IAOM); Chicago (IL); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Short/Long-term disability

Paid time off

Parental leave

401(k) plan

Wellness benefits

Job summary

The Richard H. Driehaus Museum seeks a full-time Guest Services Coordinator to uphold exceptional visitor experiences and support growth of museum programs. You will work with a small team to ensure welcoming service, lead tours, process memberships and payments, and help coordinate daily operations.

Ideal candidates bring a background in arts or museum studies, excellent communication and problem-solving skills, and a readiness to work Wednesday through Sunday with flexible hours.

Qualifications

• BA or BS in art, art history, architecture or related field.
• Familiarity with museums and the museum experience.
• Excellent problem-solving and decision-making skills.
• Excellent oral and written communication skills.
• High level of initiative and strong work ethic.
• Able to work in a team setting.
• Strong interpersonal and presentation skills.
• Database experience, preferably with Raiser's Edge or Altru.
• Willingness to become Red Cross Certified in First Aid, CPR, and AED.
• Ability to be on feet for up to 3 hours at a time.
• Ability to work flexible hours, including evening and weekend hours as necessary.
• This position is a Wednesday – Sunday work week.

Responsibilities

• Exemplify the Museum’s standards of excellence in customer service and hospitality and proactively participate in guest services throughout the Museum.
• Work in unison with Guest Services Coordinators and Guest Services Associate Leads in Museum’s overall customer experience efforts
• Demonstrate an in-depth knowledge and understanding of the history of the Museum, the historic interiors, architecture, and restoration of the Nickerson Mansion, the Murphy Auditorium, the collection and temporary exhibitions.
• Serve as the Guest Services Lead as assigned. When operating as a daily lead, you are responsible for updating the rotation schedule, cancelling/splitting public tours, closing early if warranted, and responding to radio calls as a first line of response.
• Greet and orient Museum visitors to the different ways to explore the Museum and to gallery rules; accept payments; and assist with wayfinding and general customer service
• Regular monitoring of public spaces throughout the day to report on facilities and operational issues that may impede the customer experience and reputation of the Museum.
• Manage group tours program by monitoring group tours email and corresponding with inquiries, following up to confirm tours, accepting payments and scheduling tour guides. Also manage reporting on group tour activity and disseminate monthly.
• Conduct public and private group tours
• Open and close the museum; turning on systems, gallery lights and other duties as needed.
• Promote and transact Memberships, Annual Fund Donations, and Programs tickets in Admission, Store, and in Tour interactions with Guests.
• Collaborate with all Guest Services staff to ensure efficient and effective inter-department communications and workflow
• Coordinate the onboarding and training of new Guest Services Employees
• Perform other duties as assigned by the Guest Services Manager or Executive Director.

Skills

Customer service

Problem-solving

Communication

Teamwork

Interpersonal skills

Presentation skills

Database experience

First Aid/CPR/AED training

Flexibility

Standing for long periods

Education

BA/BS in art, art history, architecture, historic preservation, museum studies or related field

Job description

The Richard H. Driehaus Museum seeks a full-time Guest Services Coordinator to uphold exceptional visitor experiences and support growth of museum programs. You will work with a small team to ensure welcoming service, lead tours, process memberships and payments, and help coordinate daily operations.

Ideal candidates bring a background in arts or museum studies, excellent communication and problem-solving skills, and a readiness to work Wednesday through Sunday with flexible hours.