Visitor Services Assistant

Overview

The Fabric Workshop and Museum (FWM) seeks a highly reliable and welcoming professional to join our Visitor Services team. As the primary point of contact for the public, the Visitor Services Assistant (VSA) is essential to daily operations and ensures every guest enters a hospitable, accessible, and engaging environment. This role is ideal for someone genuinely enthusiastic about contemporary art who loves interacting with people.

It requires exceptional customer service and verbal communication skills to facilitate a positive experience for broad public audiences and FWM’s many diverse communities. Front‑of‑house operations depend heavily on consistent gallery coverage, requiring dependability and regular availability for weekend and holiday season shifts.

• Actively welcomes guests, provides visitor information, and verbally informs visitors of museum rules and way finding.
• Maintains a visible presence in FWM's galleries and public spaces, balancing friendly customer service with vigilant monitoring of safety and artwork security to ensure a positive, engaging experience for all audiences. Promptly communicates with supervisory staff regarding any changes in artwork condition, visitor compliance, or gallery environment.
• Stays up-to-date about FWM’s history, exhibitions, and programs to effectively share information with visitors.
• Addresses the needs of FWM Members, VIPs, and special visitors promptly, escalating difficult or sensitive issues to supervisory or security staff when necessary.

• Serves as the primary greeter at the welcome desk or as an attendant stationed within the galleries, depending on daily scheduling needs.
• Opens galleries, places signage, and prepares public spaces for visitation at the beginning of the day, and performs closing duties at the end of the day.
• Operates the ticketing system to facilitate guest registration and assists onsite guests and callers with inquiries regarding admission, ticketing, donations, and cancellations.
• Reports any technical problems with ticketing systems or visitor information issues promptly to the Communications staff.
• Notifies staff promptly when their scheduled guests or appointments have arrived.

• Communicates proactively with VSA supervisory staff to keep them informed of all visitor and gallery issues and shares relevant updates during monthly staff meetings.
• Develops familiarity with staff members across all museum departments, including Education, Advancement, and Communications, to provide support as they interface with the public during daily duties and events.
• Keeps gallery checklists up to date and monitors inventory, reporting ordering needs to ensure gallery supplies remain fully stocked.
• Performs light housekeeping to maintain the professional appearance of all public and Visitor Services areas, immediately reporting urgent maintenance needs to facilities staff.

• Attends and assists with FWM special events, exhibition openings, public programs, and staff meetings.
• Performs other related duties within the scope of this job classification as assigned by the Supervisor.

This job has no staff supervisory responsibilities.

• Customer Focus. Enthusiastically supports visitors; responds promptly to needs and requests; actively seeks and incorporates feedback to improve service.
• Dependability and Punctuality. Is consistently at work and on time; cares about the impact of their presence on the visitor experience and front‑line coverage; understands that reliable attendance supports the whole team and proactively communicates any necessary schedule changes.
• Interpersonal Skills. Approaches interactions with a diverse range of people with patience and tolerance; demonstrates the emotional intelligence to handle difficult situations gracefully; uses sound judgment to maintain professional boundaries and escalates stressful visitor interactions to supervisory, facilities, or security staff for a constructive close. Supports fellow team members during all…