Visitor Services Coordinator

ADP; Cincinnati (OH); On-site; USD 40,000 - 44,000; Full time

Job summary

The Cincinnati Art Museum is seeking a Visitor Services Coordinator to oversee front-line operations and serve as a key ambassador for the museum. The role schedules staff, manages ticketing and memberships, and ensures exceptional guest experiences.

Based in Cincinnati, this full-time position requires strong customer service, leadership, and data-entry skills, with occasional evening or Sunday coverage as needed.

Qualifications

• Minimum of a high school diploma or GED.
• At least 5 years of customer service and cash handling experience.
• Some supervisory experience is highly desirable.
• Ability to work in a team environment with diplomacy and attention to detail.
• Proficiency in Word, Excel, and Outlook; ability to learn museum ticketing and membership software.

Responsibilities

• Manage daily operations and workflow in the museum lobby, including phone calls and guest reception.
• Schedule Visitor Services staff and ensure coverage for events and shifts.
• Implement policies to meet service standards and improve the visitor experience.
• Maintain training documents for Visitor Services staff and the ticketing manual.
• Oversee department emails and communications with frontline staff.
• Coordinate with Philanthropy and Learning & Interpretation for program ticketing.
• Ensure accurate data entry and cash handling, and monitor data quality.
• Collaborate with Visitor Research to obtain visitor data and support research initiatives.
• Forecast visitor service needs for events and manage expenses within budget.
• Represent the VS team in cross-department discussions and meetings.
• Supervise all Visitor Services staff, including hiring, training, and annual evaluations.

Skills

Customer service

Cash handling

Supervisory experience

Team collaboration

Communication skills

Attention to detail

Data entry

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

Outlook

Membership software

Ticketing 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.

Visitor Services FT 70 Hr exempt Cincinnati, OH, US

Salary Range: $40,000.00 To $44,000.00 Annually

POSITION SUMMARY

The Cincinnati Art Museum has an immediate opening for a Visitor Services Coordinator in the Visitor Services department. This is a full-time position scheduled 35 hours per week Tuesday through Saturday from 9am-5pm. Flexibility for coverage on evenings or Sunday shifts is also needed.

Working under the direction of the Director of Visitor Experience, the Visitor Services Coordinator is responsible for facilitating communication between the Visitor Services and Membership departments. The Visitor Services Coordinator acts as the liaison between the Director of Visitor Experience and the part-time Visitor Services Assistants. The Visitor Services Coordinator manages the frontline daily operations of the Cincinnati Art Museum and is responsible for the general management of front-line Visitor Services Assistants staff, ensuring CAM delivers radical hospitality to our community.

As a member of the Visitor Services staff, the Visitor Services Coordinator understands how to deliver a gracious and enriching experience for all visitors to the Cincinnati Art Museum. The Visitor Services Coordinator serves as a key ambassador for the Museum and helps with assisting visitors and volunteers, and in all Art Museum initiatives—including membership, programs, exhibitions, and ticketing.

The Visitor Services Coordinator also serves as a conduit for communication between frontline staff and the CAM office and event planning staff. This role allows for frontline team members to better meet the needs of the visitors.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

Under the direction of the Director of Visitor Experience, duties include, but are not limited to:

• Manage the daily operations and workflow in the museum lobby by managing the service related to general phone calls, welcoming guests, supporting the ground floor and Longworth security staff and ordering supplies ensuring the appearance of the lobby and common areas are in accordance with Art Museum standards.
• Manage scheduling of the Visitor Services staff, including daily schedules and break coverage, and special event details, ensuring all needed coverage is maintained.
• Implement policies and procedures within the Visitor Services team to support museum service standards, enhance the visitor experience, and establish benchmarking standards of service for the Visitor Services team.
• Maintain and update training documents for Visitor Services staff, including the ticketing manual.
• Oversee communications for the Visitor Services staff and other frontline team members, including management of the Visitor Services Department weekly emails for the VS team and related frontline colleagues.
• Work with the Philanthropy department on ticketing for special events as needed.
• In coordination with the Learning & Interpretation department, ensure all ticketing aspects for programs are handled and communicated properly, including set up in the ticketing program, communication to the VS team, creation of information emails and related trainings, and meeting reporting needs of the program manager.
• Ensure institutional standards are adhered to by Visitor Services staff members while serving the visitor, including obtaining/entering ticketing data, and following proper data entry and cash handling methods. Regularly evaluate data entry done by Visitor Services staff to address related issues.
• Work with the Visitor Research Coordinator on obtaining visitor data through the ticketing system and supporting other research initiatives as requested.
• Foresee visitor service needs in relation to events scheduled on the Art Museum calendar. Schedule staffing or ticketing needs accordingly, while managing expenses within the approved budget. Additionally, be aware of external events that affect our staff, volunteers and visitors, communicate accordingly.
• Represent VS team at special event discussions to ensure that needed information is shared with all frontline staff. Attend other team meetings in other departments as needed for relationship building and interdepartmental communication.
• Serve as a liaison between the Membership department and Visitor Services Assistants, including the communication of goals and related team progress. Serve as an example of one who sells memberships successfully and keeps the membership mission in mind along with tracking sales goals for VS team.
• Manage and supervise all Visitor Services staff, including screening, interviewing, hiring, and training new Visitor Service Assistants. Additionally, completing needed paperwork and profile management on systems for new employees. Conduct evaluations once a year to provide formal feedback, direction, and support.
• Work with the Director of Visitor Experience to consistently and proactively suggest new ideas to improve the visitor experience. Solicit ideas and feedback from other departments. Research best practices to enhance the visitor experience.
• Other duties as assigned.

MINIMUM REQUIREMENTS

• A high school diploma or GED with a minimum of 5 years or more customer service and cash management experience required.
• A minimum of one year or more of supervisory experience is highly desirable.
• Candidates must have the ability to work in a team environment, exercise diplomacy, have outstanding attention to detail, and demonstrated database management experience.
• Must be proficient in Microsoft Word, Excel, and Outlook email and possess the ability to learn museum ticketing and membership software systems
• Strong and effective communication and motivational skills with visitors and employees, in person and over the phone.
• Must be able to present information as needed and answer visitors’ questions.
• Solid organizational and problem-solving skills.
• Ability to prioritize tasks and work under pressure to meet scheduled and unexpected deadlines.
• Must have the ability to lift up to 25 pounds on a regular basis.