Visitor Experience Lead: Guest Engagement & Tours

MASS MoCA; North Adams (MA); Presencial; USD 30.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

401(k) plan

Paid Time Off

Educational leave

Descripción de la vacante

MASS MoCA is seeking a dedicated Visitor Experience Coordinator to provide administrative support across the Visitor Experience umbrella and engage visitors in person, by email, and by phone. The role emphasizes front-facing service, information sharing, and collaboration with VE staff to promote programs and community engagement.

The VEC will coordinate tours, assist with events, and help develop outreach to attract new visitors while supporting museum policies and guest satisfaction.

Formación

• Two years of customer service and cash handling experience.
• High school diploma or equivalent.
• Proficiency with Google Suite required.
• Ability to work in a fast-paced environment and remain calm during high-traffic times.
• Outgoing and enthusiastic about interacting with guests and colleagues.
• Strong judgment and ability to work independently during gallery hours and events.
• Knowledge of Western Massachusetts tourism a plus.
• Interest in arts and museums a plus.

Responsabilidades

• Provide excellent customer service to all visitors and staff throughout the museum.
• Assist VE team in planning, coordinating logistics, and guiding tours and events during and outside regular museum hours.
• Edit and distribute materials, coordinate VE department events, and support outreach strategies.
• Develop and market itineraries, packages and marketing materials for target audiences in MASS MoCA channels and with external partners.
• Help collect and analyze visitor data through Tessitura, surveys, and other channels.
• Respond promptly to inquiries and concerns, upholding museum policies for positive guest engagement.
• Learn Tessitura operations to manage reservations, book groups, and run visitor reports.

Conocimientos

Customer service

Cash handling

Communication

Interpersonal skills

Teamwork

Educación

High school diploma or equivalent

Herramientas

Google Suite

Tessitura

Descripción del empleo

MASS MoCA is seeking a dedicated Visitor Experience Coordinator to provide administrative support across the Visitor Experience umbrella and engage visitors in person, by email, and by phone. The role emphasizes front-facing service, information sharing, and collaboration with VE staff to promote programs and community engagement.

The VEC will coordinate tours, assist with events, and help develop outreach to attract new visitors while supporting museum policies and guest satisfaction.