Museum Visitor Experience Associate

Benefits:

• 401(k)
• Employee discounts
• Paid time off
• Training & development

VISITOR EXPERIENCE ASSOCIATE

FLSA status: Part-time, Non-exempt

Hours: Wednesday 10:45AM-6PM and Thursday-Sunday 10:AM-6PM, as needed. Estimated 20-28 hr/wk.

Hourly rate: $15.00

Reports to: Visitor Experience Manager

About Mattress Factory

Mattress Factory is a contemporary art museum and international residency program in Pittsburgh, PA, dedicated to supporting artists in creating site-specific art and connecting audiences with contemporary art. Since 1977, the museum has showcased the work of over 750 artists from around the world, reflecting diverse cultural perspectives and exploring groundbreaking ideas. As an artist-centered institution, Mattress Factory provides artists with the resources and freedom to take creative risks and engage the community.

Position Overview

As a Visitor Experience Associate (VEA), you play a key role in providing a positive and insightful visitor experience by providing excellent customer service and facilitating a deeper understanding of the installations. You will also perform light housekeeping to ensure all public areas are ready to welcome visitors. While maintaining an approachable, enthusiastic demeanor, you monitor gallery spaces, welcome guests, sell tickets at the front desk and perform basic retail functions in the MF Shop. Depending on where you are staffed, you may manage engagement with a work and monitor for inappropriate interaction to protect an artwork. You report to the Visitor Experience Manager and interface regularly with all museum employees.

Key Responsibilities

• Be a positive, enthusiastic representative of the Mattress Factory

• Enhance the guest experience

• Promote a guest-centric culture

• Welcome each guest to the museum and assist them with purchasing tickets, memberships and merchandise

• Ensure that the Front Desk, Lobby, Galleries and MF Shop are presentable to guests. This includes performing regular, basic housekeeping tasks such as sweeping and wiping down glass and mirrors.

• Stay attuned to visitor experience; actively engage with visitors to answer questions and provide additional information

• Answer incoming calls to the museum on a multi-line phone system, providing correct and current information in a helpful manner and routing calls to the proper departments as needed

• Stay informed on museum happenings and offerings and act as a resource of museum information, policies and procedures

• Monitor galleries and museum annex buildings, making note of any necessary exhibition maintenance

• Maintain public facing areas of the museum including stocking supplies and printed materials

• Close and secure gallery spaces

• Work cooperatively with managers and co-workers to provide the best possible guest experience

Qualifications

• Experience working as part of a guest service team, preferably in a museum or cultural setting

• Excellent verbal and interpersonal communications skills

• Professional, personable demeanor

• Consistent availability and dedication to punctuality

• Collaborative attitude and a love of teamwork

• Ability to seek clarification, assistance or direction if uncertain of priorities

• Must be able to traverse all areas of campus, including building which require the use of stairs.