VISITOR SERVICES SUPERVISOR

Req #: 233451

Department: BURKE MUSEUM

Posting Date: 04/24/2024

Closing Info

Closes On 05/08/2024

Salary: $3,999 - $5,371 per month

Shift: First Shift

Notes

As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here. (~~~)

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills and dedication to build stronger minds and a healthier world.

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.

About the Burke Museum

When you work at the Burke, you get to help others learn more about the natural and cultural world-and do plenty of learning yourself. There's always something new to experience! As both a University and State museum, the Burke Museum is a public resource committed to building an inclusive environment that welcomes and values all people. Learn more about the Burke here (~~~) . In October 2019, the Burke opened a new building (~~~) turning the work of a museum "inside-out" with visible labs, workrooms, collections storage, and an artist studio.

We recognize that our history, from the founding to the present day, is built upon a colonial model of museums that consistently privileged collections, preservation, and research over cultural autonomy and community survival. Read about the Burke's Equity & Inclusion work here (~~~) and here (~~~) .

The Burke Museum values the critical role that frontline staff play in creating an onsite experience that is accessible, inclusive, and connects museum guests to our mission. To support this, we are seeking a collaborative, guest-service-oriented Visitor Services Supervisor with strong communication skills who will partner with the Visitor Services Manager and frontline staff to support the work of the Visitor Services team. Visitor Services is part of the Visitor Experience Department (VEXP), which also includes Membership, Private Events and the Burke Store. This position plays a key role in fostering a welcoming environment for guests and staff alike and supports the daily operations of the museum. The Visitor Services Supervisor has rotating days of being responsible for supporting the onsite team, aiding in de-escalating difficult interactions and elevating notable issues to leadership. Supervising the Guest Engagement and Guest Communication Specialists, this position works with the Visitor Services Manager to collect audience feedback and develop gallery engagement protocols.

DUTIES AND RESPONSIBILITIES Visitor Services Floor Supervision & On-Site Support: 50%

• The Visitor Services Supervisor is an essential support to the daily operations of the Burke Museum Visitor Services team.

• Visitor Services includes all aspects of admission procedures for individuals and groups, guest engagement in the museum galleries, on-site membership sales, Burke Store support and special event support.

• This includes leading the daily huddles, supporting sales through two different Point-of-Sale systems, resolving difficult guest interactions, acting as a lead during emergency situations and generally responding to emergent issues.

• Interview and recommend selection of applicants, train new employees, assign and schedule work, act upon leave requests, conduct annual performance evaluations and recommend disciplinary action.

• The Visitor Services Supervisor works closely with the Visitor Services Manager and the Visitor Services Leads to identify and address policies, processes, events and cross-museum activities that impact guest experiences.

• One of the ways they do this is to act as Onsite Support, in rotation with the Visitor Services Manager, the other Visitor Services Supervisor, and other VEXP Leadership.

• Through all of these activities, the Supervisor supports the staff in generating revenue to support the mission of the museum.Audience Feedback and Engagement: 25%

• In collaboration with the Visitor Services Manager, the Visitor Services Supervisor develops feedback pipelines to collect and share guest and staff feedback to relevant departments and stakeholders.

• The Supervisor oversees the work of the Guest Communications Specialist in collating and documenting feedback.

• This position is responsible for overseeing the guest engagement gallery program, led by the Guest Engagement Specialist.

• The Visitor Services Supervisor collaborates with internal Burke departments, the Visitor Services Manager, and the Guest Engagement Specialist to support development of guest engagement content and protocols.Internal Communications & Scheduling: 15%

• Acting as a vital line of communication between Visitor Services and other Burke departments, the Supervisor identifies on-the-floor impacts of Burke activities, and surfaces key issues to the Visitor Services Manager.

• The Supervisor communicates with key Burke stakeholders to ensure that Visitor Services staff are prepared to greet groups, support events and field trips, engage guests in the Burke galleries, and assist visitors in navigating Burke spaces and protocols.

• This includes writing and disseminating the weekly VEXP newsletter, maintaining notes for the daily Visitor Services meeting, and updating the Burke Museum calendar.

• The Visitor Services Supervisor collaborates with the Visitor Services Manager to create and maintain work schedules for the Visitor Services team, about 20 to 30 people.Visitor Experience Department Leadership: 5%

• The Supervisor maintains current knowledge of museum policies and procedures for all situations impacting guest experience, and models best practices for the entire Visitor Experience team, utilizing an empathetic approach to guest service.

• This position collaborates with Visitor Experience leadership, including the Director, Managers, Supervisors and Leads, to ensure a welcoming, equitable experience for all visitors to the Burke.

• This includes supporting the Burke's commitment to decolonization, diversity, equity and inclusion.Other Duties as Assigned: 5% MINIMUM REQUIREMENTS

• High school graduation or equivalent AND three years of applicable experience in the program specialty OR equivalent education/experience.

• Must be able to work 1 weekend day each week. DESIRED QUALIFICATIONS

• Experience working in museums, visitor services, or customer service.

• Superb customer service skills including defusing conflict in a calm and professional manner.

• One year supervisory or management experience.

• Fluency in American Sign Language and/or languages other than English. CONDITIONS OF EMPLOYMENT

• Ability to work regularly in an open environment with both visual and audible distractions.

• Wear required credentials at all times and work attire/uniforms and name tags as required by position.

• Ability to be mobile for extended periods of time.

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.