Visitor Experience Associate

Visitor Experience Associate (Full-time, 28 hours/week)

The Baltimore Museum of Art (BMA) seeks an enthusiastic and experienced Visitor Experience Associate. As a highly visible representative of the museum to the public, the Visitor Experience Associate must be an enthusiastic, customer-services oriented individual to create and foster a positive and welcoming experience for BMA visitors and members. The ideal candidate will have impeccable communication and customer service skills and will be comfortable managing multiple priorities while working in a public-facing, team-based environment.

The Baltimore Museum of Art is a world class, internationally recognized museum, recently ranked by the Washington Post as one of the top 20 museums in the United States and has the world’s largest public collection of works by Henri Matisse. The BMA embodies a commitment to artistic excellence and social equity in every decision from art presentation, interpretation, and collecting to the composition of the Board of Trustees, staff, and volunteers — creating a museum welcoming to all.

Serving nearly 250,000 visitors annually, the BMA is the largest art museum in Maryland and is a vibrant institution embraced as an indispensable element of community life, a vital educational resource for a broad and diverse audience, and a leader in the revitalization of the city that surrounds it.

This full-time, non-exempt position reports to the Assistant Director of Visitor Experience. The incumbent will be scheduled to work 28 hours per week on-site at the BMA. Thursday, Saturday, and Sunday are required workdays. Thursday shifts are scheduled between 9:15 a.m. and 9:15 p.m. (schedule varies). Saturday and Sunday shifts are 9:15 a.m. to 5:15 p.m. The remaining weekly shift will be scheduled on either Wednesday or Friday (9:15 a.m. to 5:15 p.m.), with the incumbent selecting the other day as their regular day off.

Additional evenings may be required.

• Providing exemplary customer service to BMA visitors and members
• Promoting repeat visitation, exhibitions, programs, the museum’s collection, and museum membership.
• Answering guest questions and processing admission for museum programs, exhibitions, and special events
• Collecting visitor data and feedback
• Assisting visitors with parking-related processes
• Fielding phone calls from visitors with questions
• Serving as a liaison between visitors and BMA colleagues
• Efficient and effective communication with other front-of-house teams including Security, Facilities, and the BMA Shop
• Performing daily visitor services operations at the Box Office, Coat check, and Information Desk
• Cleaning and disinfecting the Information Desk, phones, laptops, and touchscreen surfaces.

• High school diploma or equivalent required
• Minimum 1–3 years of cash handling experience and demonstrated customer service experience required
• Warm, friendly, and professional demeanor with a strong commitment to delivering an exceptional visitor experience
• Excellent verbal and written communication skills, with strong interpersonal and de-escalation abilities
• Ability to work effectively as part of a collaborative team in a fast-paced, visitor-focused environment
• Familiarity with or ability to learn membership database, ticketing, and/or POS software
• Multilingual candidates are preferred; proficiency in Spanish, French, Mandarin, or other languages is a plus
• Adaptable, resourceful, and comfortable learning new processes and technologies in a dynamic workplace
• Strong problem-solving skills with the ability to remain calm and effective during high-volume or stressful situations
  
  Advanced working knowledge of Microsoft Office Suite, email, and internet applications
• Experience using PCs and working with a multi-line phone system, photocopier, and scanner
• Ability to stand for extended periods and occasionally lift up to 30 pounds.
• Appreciation for art, museums, and creating welcoming experiences for diverse audiences

The Baltimore Museum of Art is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

We offer a competitive salary and a generous benefits package. For this exempt position we offer medical, dental, vision, prescription, 403b retirement plan with match, long term disability, flexible spending account, flexible and condensed scheduling, museum and restaurant discounts, and reduced gym membership fee. We also offer accrued vacation, holidays, personal days, floating holidays, and sick days.

This position is a bargaining unit position.

$21.95 per hour

All employees must be legally authorized to work in the United States. The museum does not sponsor work visas.