The Fine Arts Museums of San Francisco is seeking a Member and Visitor Services Supervisor. Under direct supervision, assists with all aspects of the Member and Visitor Services front-line operations at the Fine Arts Museums of San Francisco. Serves as front-line and floor supervisor supporting front line Member and Visitor Services staff and operations. Works collaboratively with a team of Member and Visitor Services Supervisors to ensure delivery of a world class member and visitor services experience. The Supervisor works at both the Legion of Honor and the de Young, ensuring both locations are staffed appropriately each open day and during events as needed.
Typical Duties and Responsibilities:
Serves as floor supervisor, including crowd flow management. Acts as main point-of-contact for front-line staff. Serves as a liaison between the general public and the Museums, and provides visitor services and membership information to the public. Enhances Member and Visitor Services program to ensure the Museums' standards and goals are met.
Responds to internal and external inquiries or complaints using appropriate resources to resolve issues and problems. Handles escalated customer service issues onsite, and as necessary, over the phone. Resolves customer and frontline issues, as well as reviews, tracks, and responds to Comment Cards, making appropriate recommendations based on noticeable trends.
Under direction, hires, trains, and supervises Cashiers, PSAs, VSAs, and Onsite Services Assistants. Schedules PSAs, VSAs, and Onsite Services Assistants, tracking hours and reviewing staffing levels according to current and future needs of the Museums. Reviews current schedule layouts and process for possible improvements to efficiency. Reviews Cashier schedules, looking for accuracy, redundancy, and staffing level needs. Assists in the scheduling of Cashiers as needed.
Ensures that front-line staff understands the mission of the Museums and that they work in concert with other departments and museum staff. Keeps staff abreast of all Museum information. Leads daily front-line briefings; schedules and plans other meetings as needed. Works with Assistant Director of Member and Visitor Services to create weekly electronic front-line staff information e-mails. Regularly creates and distributes front-line informational communications to all appropriate departments at both the Legion of Honor and de Young.
Responsible for opening and closing procedures, including counting change fund, ensuring computer workstations are functioning, and verifying and reporting daily onsite membership and ticket sales to Accounting deporting. Works with Accounting on cash orders, the balancing and auditing of cash drawers, and the resolution of errors and discrepancies. Runs reports as requested, including attendance reports.
Acts as a troubleshooting point person for ticketing system issues, contacting FAMSF IT support, Ticketing Administrator, and/or software support as needed. Trains staff on use of ticketing system.
Assists in the development and documentation of sales strategies, policies, procedures, and work practices to improve front-line operations. Trains staff on duties, policies, and procedures, and customer service standards. Creates reference manuals and assists in identifying ongoing opportunities for improvement and excellence.
Demonstrates sales techniques and customer service methods to further the sales and member services goals of the onsite area. Monitors and evaluates staff performance. Helps design innovative ways to regularly recognize and appreciate staff.
Assists in oversight of signage needs for both the de Young and Legion of Honor, including the upkeep of all front of house signage (way finding, exhibition related, and membership). Requests and tracks signage production.
Relives front-line staff as needed in assisting patrons at all points of contact, including but not limited to checking tickets, selling memberships, executing ticketing transactions, and using ticketing and donor databases to assist members with inquiries and to record interactions with members.
Ensures that all desks at both museums are well-stocked and functioning, and that all material is accounted for and up-to-date. Works with Assistant Director of Member and Visitor Services to reorder supplies. Monitors and ensures the proper, clean, and safe appearance of the Museums' public spaces, communicating issues to appropriate departments.
Assists in organizing and implementing visitor surveys.
Education: Bachelor's Degree, preferably in management, communications, or liberal arts from an accredited college or university, OR equivalent training and experience in a supervisory role in customer service.
Work Experience: Minimum of 3 years of front-line retail and customer service experience. Minimum of 2 years of supervisory experience, preferably in a retail environment. Extensive experience dealing tactfully with large numbers of people, managing stressful situations, and providing leadership. Previous experience working or volunteering in a museum is preferred.
Skills and Abilities:
Must possess relational database experience. Knowledge of Raiser's Edge and Patron's Edge, or other fundraising and ticketing software is preferred.
Must possess strong sales and customer service skills.
Ability to tactfully and courteously deal with a diverse group of colleagues, volunteers, members, and the public.
Ability to respond calmly and graciously to feedback, complaints, and inquiries, both verbally and in writing. Ability to manage stressful situations.
Ability to negotiate and mediate at all levels, to be sensitive to differing viewpoints, and to be proactive and anticipate needs.
Ability to lead, motivate, and train staff.
Excellent verbal and written communication skills.
Ability to use logic and analysis to solve computer software and hardware problems.
Strong mathematical skills and aptitude. Excellent cash handling skills.
Strong database, word processing, Internet, and e-mail skills.
Capacity and organizational ability to work in a fast-paced, diverse, multi-tasked environment. Ability to manage multiple work processes and projects simultaneously, and the ability to be receptive to changing priorities.
Must be punctual and reliable.
Strong interest in the arts, museums, and/or non-profits.
Must be available to work evenings and weekends. Hours may fluctuate depending on Exhibitions schedule.
Requires ability to stand for long periods of time (up to 8 hours). Must be able to comfortably lift boxes up to 50 lbs.
This is a full time postion with a full benefits package, including medical, dental, and vision insurance, plus a generous time off package.
Application Deadline: February 8, 2013
The Fine Arts Museums of San Francisco are the city's largest public arts institutions and comprise the de Young and the Legion of Honor museums. The de Young, designed by Herzog & de Meuron and located in Golden Gate Park, showcases American art from the 17th through the 21st centuries, international contemporary art, textiles and costumes, and art from the Americas, the Pacific, and Africa. The Legion of Honor displays a collection of over 4,000 years of ancient and European art including Auguste Rodin's The Thinker and houses the Achenbach Foundation for Graphic Arts in a Beaux-Arts style building overlooking Lincoln Park and the Golden Gate Bridge.
COFAM is the Corporation of Fine Arts Museums and is the privately funded non-profit corporation which supports the Fine Arts Museums of San Francisco, a department of the City and County of San Francisco.