ADMISSIONS SUPERVISOR
OVERVIEW: This position supervises the Admissions Representatives, Leads, and Volunteers, as well as manages the daily operations of the ticketing desk, coat check, fourth floor and onsite membership sales. This supervisory position is key to generating financial support for the museum by managing the daily operations of the on-site admissions and membership revenue streams.
FLSA STATUS: Non-exempt
REPORTS TO: Admissions Manager
COMPENSATION: $17.75 hourly
ESSENTIAL FUNCTIONS:
- Customer Service: Maintain a high level of professionalism and be a customer service model for the staff and volunteers. Be able to handle complex customer service and interpersonal issues with visitors, staff or volunteers as they arise.
- Management and Leadership: Primary supervisor to Admissions Representatives and Leads, providing on-the-spot coaching, initial corrective and disciplinary action for time sensitive issues as they occur, and provide recognition and support to staff. Provide feedback on staff performance to Managers, acting as the intermediary between staff and management. Work with the management team to promote excellent volunteer relations and provide feedback as needed. Greet each volunteer and thank them for their service.
- Communications: Be able to proactively communicate any operational or personnel issues affecting our daily business to admissions management. Possess excellent oral and written communication skills to provide staff with up-to-date accurate information for visitors, and to sell tickets and memberships.
- Admissions Operations: Manages the weekly staffing schedule. Prepares and organizes work schedules for employees to make sure that the required and appropriate number of staff are on duty in every given work shift. Be able to assist management to develop work schedules, allocate employees to different duties and/or shifts, and ensure Leads provide work break schedules. Update any short-term changes involving both employees and/or coat check volunteers.
- Training: Be the main contact for training and retraining all admissions staff so they are able to give up-to-date, accurate information to visitors, and sell tickets and memberships correctly. Proactively send feedback to managers regarding training needs and keep performance notes on individuals to be integrated into annual reviews for non-temporary staff. Review nightly reports at the end of each person’s shift to correct any discrepancies.
- Membership and Exhibition Sales: Assist Membership Lead to actively promote and brainstorm techniques to convert incoming visitors to members, and encourage lapsed and renewing members to continue their membership. Encourage staff to visit the galleries on a weekly basis (as time allows) so they are fully educated on new exhibitions and installations. Aid management in finding ways to promote exhibitions to visitors.
- Cash Handling & Deposit: Assume responsibility for daily financial revenue and membership forms by overseeing and training the Admissions Leads on the deposit and cash handling rules. Back up the Lead to balance daily admissions, membership, and box office revenue, run daily reports, count the safe and tills, prepare funds for the next day, and submit change orders.
- Special Exhibition Operations: Manage the Special Exhibition entrance operations in addition to the ticketing desk and coat check on busy days. Monitor staff scanning timed tickets at the entrance to the fourth floor special exhibition, train staff on audio tour (when employed), and monitor the line flow using crowd control techniques. Serve as the primary contact in overseeing operation and training for use of audio guide equipment.
- Teamwork: Appropriately seek and value others’ input, collaborate effectively, and interact with the team in a positive, professional, and constructive manner. Attend weekly Admissions Department managers meetings when appropriate, quarterly Admissions staff meetings, and quarterly Frontline staff meetings.
- Ticketing & Information Technology: Sell tickets and memberships. Troubleshoot ticketing software and/or hardware issues at the ticketing desk. Learn basic administrative functions and programming.
- Restocking: Oversee stocking brochure racks and request brochures as needed.
- Office Supervisor: Order office supplies, deposit slips and deposit bags as needed.
- Policies and code of ethics: Deliver high-quality work by adhering to the departments’ customer service, admissions desk, coat check, and cash handling policies. Aid managers by enforcing these policies and bringing issues to their attention if employees need coaching. Adhere to the code of ethics governing the museum profession by representing the museum with a high level of integrity and professionalism. Support management decisions in a positive, professional manner.
- Perform other duties as assigned.
QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
- One or more year’s relevant supervisory or customer-service driven equivalent work experience.
- Two years of experience in a customer-service oriented environment.
- Ability to work independently in high-stress and slow-paced environments without direct supervision.
- Excellent interpersonal, written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person, and over the phone.
- Demonstrated expertise in maintaining a positive approach to customer service including dealing with difficult internal/external conflicts in a consistent, professional manner.
- Demonstrated proficiency and accuracy using MS Office products, including Word, Excel, Access, Outlook, and other software programs.
- Ability to learn and adapt quickly in a constantly changing environment.
- Ability to assess priorities; work with close attention to detail and to maintain confidentiality of sensitive information.
- Good time management, problem-solving and analytical skills.
- Ability to work with members, volunteers, visitors, and co-workers professionally and tactfully.
- Ability to represent the Museum with a high level of integrity and professionalism.
- Ability to work professionally, tactfully, adhere to Museum policies, and support management decisions in a positive, professional manner.
The Seattle Art Museum will consider reasonable accommodations for those applicants with disabilities who may need a reasonable accommodation to perform the essential functions/duties. Please contact the Human Resources Department for additional information.
TO APPLY: Please visit http://apply.seattleartmuseum.org/ to submit SAM employment application, cover letter and resume.
Deadline: January 15, 2020
