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Assistant Visitor Services Manager

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Posting Details

Position Information

Role Code/Title 29091 - PR & Marketing Spec I (02)
Position Number H29091
Working Title Assistant Visitor Services Manager
Department Institute For Contemporary Art
Recruitment Pool All Applicants
Anticipated Hiring Range $17-$19
Campus Monroe Park Campus
Position Type Hourly
Hours/Week 29
Normal work days Varies
Normal work hours Varies
Job Category Administrative/ Secretarial/ Clerical
Does this position provide patient or clinical services to the VCU Health System? No
Does this position require a pre-placement medical assessment? No
Is any portion of this position grant-funded? No
Sensitive Position No
Resource Critical No
Description of the Job

The Institute for Contemporary Art’s Assistant Visitor Services Manager supports the Visitor Services Manager in creating a welcoming and inclusive environment for all guests and staff, while overseeing and administering the daily front desk and in-gallery responsibilities of the Visitor Experience Associates. Daily operations include ensuring gallery security and visitor safety while tracking building occupancy and exhibition attendance. Other primary responsibilities include the processing of membership enrollment and ticket sales, and the gathering of visitor feedback and data. As a front-line representative of the ICA, the Assistant Visitor Services Manager should possess a friendly and confident demeanor, and maintain a strong understanding of ICA and VCU principles, policies, and programs. The Assistant Visitor Services Manager is considered the Manager on Duty when the Visitor Services Manager is not present and is expected to clearly record and communicate information regarding visitor experiences and employee performances.

- Provide excellent customer service as a primary point of contact of the ICA by greeting, orienting, and assisting visitors, while also proving general security of the art on display and ensuring guests adhere to ICA Visitor Policies
- Assist in the recruitment, hiring, training, scheduling, and daily supervision of the Visitor Experience Associate team.
- Process Memberships, ticket sales, and visitor feedback via front desk desktops and mobile devices.
- Track ticketed exhibition entry while monitoring building occupancy numbers
- Maintain a strong knowledge of ICA exhibitions, programs, and events.
- Receive and respond to phone inquiries
- Greet and orient incoming tour groups
- Evaluate employee performances

Required Qualifications

- Must pass a pre-employment background check
- Must possess excellent customer service skills and a welcoming demeanor in order to successfully engage and interact with a diverse audience.
- Ability to establish and maintain effective working relationships with staff, volunteers, and members of the public while exercising tact and diplomacy at all times and demonstrating sensitivity to cultural diversity issues.
- An ability to calmly and effectively direct large crowds
- Must have a flexible schedule and the ability to work weekends, evenings, and some holidays.
- Must have strong verbal and written communication skills, with proficiency in Microsoft Office
- Ability to train, supervise, and motivate staff, interns, and volunteers

Preferred Qualifications

- Customer service experience including supervisory experience; or an equivalent combination of education and training.
- Experience working in a museum or hospitality setting
- Experience with CRM and ticketing software

Job Open Date 01/05/2018
Remove from posting on or before
Open Until Filled Yes
Special Instructions to Applicants
Additional Information

Supplemental Questions

Required fields are indicated with an asterisk (*).

Optional & Required Documents

Required Documents
  1. Cover Letter/Letter of Application
  2. Resume
Optional Documents
  1. Reference Letter - 1
  2. Reference Letter - 2