Visitor Services Associate

Lucas Museum of Narrative Art; Los Angeles (CA); On-site; USD 28,929 - 30,996; Full time

Job summary

The Lucas Museum of Narrative Art is seeking a Visitor Services Associate in Los Angeles, CA. This role involves creating an engaging visitor experience, providing exceptional customer service, and overseeing operations like ticketing and guest interactions. Candidates should have at least two years of experience in guest services, with flexibility to work varied hours. Compensation ranges from $21 to $22.50 per hour. The museum embraces diversity and inclusion in its hiring practices.

Qualifications

• Minimum of two years of experience in a high-volume, guest-service oriented environment.
• Experience for an arts and cultural organization or high-volume environment with excellent guest service standards preferred.
• Ability to work flexible hours including weeknight evenings, weekends, and holidays.

Responsibilities

• Serve as first point of contact and ambassador for all Museum guests.
• Maintain a thorough understanding of the Museum's policies and offerings.
• Perform assigned workstation responsibilities including ticketing and guest services.
• Promote, sell, and provide support for ticket sales.
• Ensure all publicly accessible spaces are clean and in accordance with the Museum's policies.

Skills

Guest service experience

Ticketing software proficiency

Flexibility in working hours

Tools

Tessitura

Job description

Position Summary

The Lucas Museum is deeply committed to delivering an exceptional and memorable experience for every visitor. The Visitor Services team plays a vital role in bringing this vision to life by creating a welcoming, engaging, and seamless experience throughout the museum journey.

Reporting to the Manager, Visitor Services, the Visitor Services Associate serves as a key member of the Museum’s frontline team and plays an important role in supporting the smooth day‑to‑day operations of the museum while helping create enriching and inclusive experiences for visitors. Associates may be assigned to a variety of areas throughout the Museum, including ticketing, cash handling, theater ushering, guest engagement, guided tours, wayfinding, and general visitor support.

The Visitor Services Associate is expected to provide exceptional customer service, foster a welcoming environment for all guests, and serve as a knowledgeable ambassador for the Museum’s exhibitions, programs, and policies.

This position is available as a full‑time, part‑time, and part‑time seasonal opportunity.

Responsibilities

• Serve as first point of contact and ambassador for all Museum guests, ensuring a welcoming and positive visitor experience while delivering exceptional service to both internal and external stakeholders.
• Maintain a thorough understanding of the Lucas Museum’s policies, programs, and offerings, tailoring communication to visitors to aid them in navigating their experience.
• Perform assigned workstation responsibilities which may include but is not limited to ticketing, queuing, cash handling, theater ushering, guest services, guided tours, or other front‑of‑house assignments.
• Promote, sell, and provide support for ticket sales and membership programs.
• Share relevant information to colleagues, members, and visitors through clear communication.
• Ensure all publicly accessible spaces are impeccably clean and visitors act in accordance with the Museum’s policies, escalating issues to the Visitor Services management team as needed.
• Collaborate Support special Museum initiatives including events, VIP tours, public programs, and more.
• Participate in department training sessions, cross‑functional collaborations, team meetings, and organization‑wide initiatives to support operational excellence and a positive visitor experience.
• Performs additional duties, special projects and assignments as requested by the Visitor Services management team.

Qualifications

• Minimum of two years of experience in a high‑volume, guest‑service oriented environment.
• Experience for an arts and cultural organization or high‑volume environment with excellent guest service standards preferred.
• Proficient in ticketing software; experience in Tessitura is a plus.
• Ability to work flexible hours including weeknight evenings, weekends, and holidays.

Core Competencies

Analytical Rigor: Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best‑possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience‑centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision.

Courageous Communication: Intentionally works well with others both on the team and cross‑functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible.

Collaborative Excellence: Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders.

Adaptive Resilience: Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.

Inclusive Interaction: Actively contributes to an environment in which all employees feel a sense of belonging, valued for their differences and empowered to participate and contribute freely.

Compensation

$21 - $22.50 an hour

Equal Opportunity and Our Commitment to DEAIB

The Lucas Museum of Narrative Art embraces diversity and equal opportunity. We are committed to building a team that represents and supports a variety of backgrounds and perspectives. The Lucas Museum fosters a work environment that is free of discrimination and harassment, whether based on race, national origin, gender, gender expression, religion, ethnic background, age, disability, marital status, sexual orientation, or any other criterion prohibited by applicable federal, state, or local laws. We believe that diversity and inclusion among our team is critical to our success, and we seek to recruit, develop, and retain the best qualified people from a diverse candidate pool. Applications from traditionally underrepresented communities are encouraged.

The statements in this description represent typical elements, criteria, and general work performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the job.