Visitor Services Coordinator

Visitor Services Coordinator

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…