Job Title: Visitor Services Team Lead 

Department: Museum Experience 

Reports to: Bertha Rodriguez Vazquez, Director of Finance

FLSA Status: Non-exempt, full-time

Work Schedule: 30-37.5 Hours a week; Wednesdays - Sundays plus occasional evenings

Salary: $25-$26/hour with medical, dental and other benefits

Organizational Description:

The Children’s Creativity Museum (CCM) is a nonprofit organization dedicated to helping children ages 2-12 build creative confidence through interactive, multimedia art-and-science experiences. Our mission is to nurture creativity and collaboration in all children and families.

We believe that creative expression, innovation, and critical thinking are core to fostering the next generation.

CCM has always been led by a director of color. Our Board and staff are roughly 50 percent people of color. We see ourselves in many historically underserved communities, and we actively reach diverse audiences through participation in museum access programs, free outdoor festivals and community events, and free field trips for Title 1 schools and community-based summer camps.

Position Summary

As the Museum Visitor Services Team Lead, you will play a crucial role in ensuring the smooth operation of visitor services within CCM. You will lead a team dedicated to providing exceptional customer service, enhancing the visitor experience, and maintaining the overall satisfaction of museum guests. Your leadership will be instrumental in creating a welcoming and informative environment for all visitors, fostering a sense of connection to the museum's exhibits and mission.

Responsibilities

Team Leadership:

  • Provide guidance, support, and mentorship to the visitor services team members.
  • Lead by example, demonstrating professionalism, enthusiasm, and a commitment to excellence in customer service.
  • Foster a positive and collaborative work environment that encourages teamwork and open communication.
  • Communicate regularly with the team to discuss goals, initiatives, and areas for improvement.

Visitor Experience Operations:

  • Oversee the day-to-day operations of visitor services, ensuring a seamless and enjoyable experience for all museum guests.
  • Develop and implement strategies to enhance the visitor experience, including crowd management, queue management, and visitor flow optimization.
  • Act as a point of contact for visitor feedback, promptly addressing concerns and proactively seeking improvement opportunities.
  • Manage and respond to inquiries through our main phone number and info@creativity.org
  • Maintain a thorough understanding of visitor services operations, including ticketing procedures, membership programs, and special events.
  • Lead CCM’s Birthday Party Program and Reservation Procedures 
  • Oversee scheduling of Carousel and Visitor Services staff, birthday parties, field trips, and organizational calendar.
  • Collaborate with other museum departments, such as security and facilities management, to ensure smooth coordination of visitor services activities.
  • Track key metrics, including visitor attendance.
  • Assist in developing and implementing policies and procedures related to visitor services, with a focus on efficiency and customer satisfaction.
  • Assist in office administration duties such as ordering supplies, maps/brochures, etc.

Staff Training and Development:

  • Provide ongoing support and feedback to team members to help them excel in their roles and deliver exceptional service to museum visitors.
  • Identify opportunities for professional development and advancement within the visitor services team.

Promotion of Museum Mission:

  • Serve as an ambassador for the museum, actively promoting its mission, exhibits, and programs to visitors.
  • Engage proactively with hotel concierges and nearby restaurants to explore potential partnerships and discounts. 
  • Explore vending machine opportunities and other amenities to foster a seamless and enjoyable visitor experience.

Qualifications

  • Bachelor's degree in museum studies, hospitality management, business administration, or a related field (or equivalent experience)
  • Proven experience in customer service, preferably in a museum or cultural institution setting
  • Excellent communication and interpersonal skills, with the ability to interact effectively with visitors, staff, and stakeholders at all levels
  • Strong leadership abilities, including the capacity to motivate and inspire team members to achieve common goals
  • A passion for museums, creativity, and culture, with a genuine desire to share knowledge and enrich the visitor experience
  • Proficiency in computer applications, including ticketing systems (preference for Blackbaud Altru)
  • Strong experience with calendaring and communication systems (Slack, Google Workspace)
  • Strong attention to detail and schedules
  • Customer-facing experience
  • Demonstrated experience working within a creative team
  • Ability to be flexible and resilient
  • Flexibility to work evenings, weekends, and holidays as needed

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

  • May be required to lift up to 25 lbs
  • May be required to transport and set up tables, chairs, tents
  • Must be able to stand on hard surfaces for long period of time

Working Environment: Work environment characteristics are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be able to work in busy public settings (potential high light and noise levels)
  • Must be able to work in outdoor settings
  • Most work is conducted in Yerba Buena Gardens in San Francisco

How to Apply:

Please send your resume and cover letter to visi_jobapp@creativity.org with the subject line "Visitor Services Team Lead Job." The application deadline is June 12, 2024.

The Children’s Creativity Museum is an equal-opportunity employer, welcoming candidates from diverse backgrounds. Join us and contribute to the success of our unique museum.