Visitor Experience Team Lead (5058)

TAFT MUSEUM OF ART; Cincinnati (OH); On-site; USD 23,419 - 27,552; Part time

Benefits offered by this job

Free parking

Shop & Café discounts

EAP program

401K opportunities

Aflac insurance offered

Discretionary Time Off (DTO)

Job summary

The Taft Museum of Art in Cincinnati, OH is seeking a part-time Visitor Experience Team Lead to support front-of-house operations, including admissions, retail, café, and events. Reporting to the Manager of Visitor Experience, you will lead Visitor Experience Associates during operating hours and special events.

Ideal candidates are personable, highly organized, and service-oriented, with strong interpersonal skills and the ability to guide a team in a guest-focused environment.

Qualifications

• High school diploma or equivalent required; degree preferred.
• Minimum two years in hospitality, guest services, or related field.
• Previous supervisory or team-lead experience preferred.
• Experience with POS systems and electronic scheduling platforms preferred.
• Prior museum, arts, retail, restaurant, or events experience preferred.

Responsibilities

• Lead Visitor Experience Associates during operating hours and events.
• Schedule staff and ensure floor coverage.
• Resolve visitor concerns professionally and de-escalate when needed.
• Ensure welcoming and inclusive guest experiences.
• Support front-of-house operations including admissions, retail, café, and events.
• Maintain adherence to museum policies and procedures.

Skills

Supervisory leadership

Customer service

Communication

Organization

Reliability

Education

High school diploma or equivalent

Associate or Bachelor’s degree preferred

Tools

POS system

Electronic scheduling platforms

Microsoft Office Suite

Job description

Job Details

Job Location: Taft Museum of Art - Cincinnati, OH 45202

Job Shift: Any

Position: Visitor Experience Team Lead

Reports To: Manager of Visitor Experience

Team: Visitor Experience

Status/Employment: Hourly, Part-Time/Nonexempt

Hours: The position 15-25 hours per week; including special events and programs.

Schedule: Ability to work a Wed-Mon work week or other shifts as determined by Museum need.

Wage: $17.00-$20.00

Benefits: Free parking, Shop and Café discounts; free Employee Assistance Program, 401K opportunities, Aflac Insurance Offered, Other Benefits such as paid Discretionary Time Off DTO based upon the number of hours worked.

The Taft Museum of Art, located in downtown Cincinnati, is seeking a part-time Visitor Experience Team Lead to join our Visitor Experience team. This position reports to the Manager of Visitor Experience and serves as a key support role in delivering exceptional guest experiences while providing day-to-day leadership and operational support to the Visitor Experience Associates.

We are looking for a positive, highly organized, and service-oriented team leader who enjoys working with the public, communicates effectively, and thrives in a guest-focused environment. The ideal candidate will demonstrate strong interpersonal skills, sound judgment, and the ability to support staff while ensuring a welcoming and engaging experience for all visitors.

This is a unique opportunity to help shape the visitor experience at one of the nation’s finest small art museums.

Position Summary

Reporting to the Manager of Visitor Experience, the Visitor Experience Team Lead supports the daily operation of the Museum’s front-of-house functions, including admissions, retail sales, café operations, and public events. This role serves as the secondary point of contact for Visitor Experience Associates and helps ensure that all guests receive exceptional service while supporting operational excellence and staff performance.

Roles and Responsibilities

Team Leadership and Supervision

• Serves as a positive role model by consistently delivering exceptional guest service and modeling professional behavior.
• Provides day-to-day leadership and support for Visitor Experience Associates during operating hours and special events.
• Supports the Manager of Visitor Experience with floor coverage, scheduling needs, and operational continuity during absences or busy periods.
• Assists with resolving visitor concerns and de-escalating situations professionally and effectively.
• Maintains a visible leadership presence throughout the Museum and during designated events.

Visitor Experience and Guest Services

• Creates a welcoming, inclusive, and engaging environment for all guests.
• Monitors visitor experiences and identifies opportunities to improve service delivery.
• Communicates accurate information regarding Museum programs, exhibitions, memberships, events, and services.
• Responds to visitor inquiries in person, by phone, and through other communication channels as needed.
• Resolves guest concerns through effective listening, empathy, and appropriate service recovery techniques.
• Engages positively with visitors from diverse backgrounds and ensures all guests feel welcomed and supported.
• Ensures compliance with all Museum financial procedures and transaction standards.

Operations and Facility Support

• Completes assigned opening and closing procedures.
• Supports inspections of event and function spaces to ensure readiness and presentation standards are met.
• Reports facility concerns and operational issues to the appropriate departments.
• Assists café operations during high-volume periods by supporting guest flow, table turnover, and visitor needs.
• Supports front-of-house operations during special events, rentals, and public programs.
• Performs additional duties as assigned.

MUSEUM CORE VALUES

• Embrace the museum's core values of respect, integrity, excellence, creativity, and collaboration and demonstrate this understanding through words, behaviors, and interactions with our guests, staff members, volunteers, and the public.
• Learn and teach every day. Share knowledge freely with colleagues and pursue opportunities to gain new skills to enhance our success as a team.
• Appreciate, understand, and value each staff member’s expertise, background, experience, strengths, and unique perspective. Share time, energy, and knowledge with others to ensure everyone has the highest potential to succeed.
• Achieve excellence in all tasks and goals.
• Demonstrate professionalism on and off the job and always represent the Taft Museum of Art positively and professionally. Speak truthfully and fulfill promises and obligations in all museum dealings.
• Be comfortable and communicate with people of diverse backgrounds.
• Adhere to all current museum policies, procedures, protocols, and processes.
• Create a pleasant work environment by being a positive influence and respectful to every person.

The success of the Taft Museum of Art is driven by our core values of respect, integrity, excellence, creativity, and collaboration, as exemplified by our team members.

The Taft Museum of Art is an Equal Opportunity Employer and complies with the Civil Rights Act of 1964, the Age Discrimination in Employment Act of 1976, the Americans with Disabilities Act of 1990, and other applicable employment laws. The TMA does not discriminate against employees or applicants for employment on the basis of an individual’s race, color, gender, religion, creed, sexual orientation, national origin, ancestry, age, disability, marital status, veteran status, or any other status protected by applicable law. This policy applies to all terms, conditions, and privileges of employment, including recruitment, hiring, training, placement, compensation, promotion, discipline, and termination.

QualificationsRequired Skills & Capabilities

• Excellent proficiency in Microsoft Office Suite, including Microsoft Excel. Experience managing point-of-sale (POS) systems preferred.
• Experience using electronic employee scheduling platforms.
• Strong supervisory and leadership skills, with the ability to leverage staff talents to deliver goals efficiently and effectively.
• Self-directed, motivated, and demonstrates exceptional customer service and interpersonal skills.
• Highly organized and able to prioritize tasks in a fast-paced work environment.
• Adheres to established departmental standard operating procedures and expectations for execution and behavior.
• Maintains a professional appearance and is well-groomed, with clean, neat, and appropriate attire or uniform.
• Personable with excellent communication skills, including in-person, email, virtual, and telephone communications.
• Welcoming and approachable, with the ability to engage guests in friendly and meaningful conversations.
• Computer savvy and able to quickly learn and operate the Museum’s POS system and other technology platforms.
• Demonstrates reliability, dependability, and consistent punctuality.
• Highly motivated, professional, creative, articulate, and goal-oriented, with the ability to work both independently and collaboratively.
• Ability to use a stepladder to access merchandise and supplies as needed.
• Works well with others and contributes positively to a collaborative team environment.
• Flexible and willing to assist where needed to ensure an exceptional guest experience.
• Passion for the arts and museums strongly preferred.
• Prior restaurant, café, retail, hospitality, or customer service experience is helpful.
• Access to reliable personal transportation for occasional vendor pick-ups or deliveries.
• Reliable transportation required.
• Must be authorized to work in the United States.

Required Education and Experience

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Minimum of two years of experience in hospitality, guest services, retail, customer service, or a related field required.
• Previous supervisory, lead, or team leadership experience preferred.
• Experience working with point-of-sale (POS) systems and electronic scheduling platforms preferred.
• Prior museum, arts, cultural institution, retail, restaurant, or event experience preferred.
• Ability to stand and walk for extended periods, use a stepladder when needed, and perform front-of-house operational responsibilities throughout the Museum.
• Must possess reliable transportation and be authorized to work in the United States.

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