Visitor Services Assistant

Description

Department: Visitor Services

Reports to: Visitor Services Manager

Role:   Hourly, non-exempt

Schedule:  Part-time, up to 29 hours/week

Pay Rate:  $20.00 per hour

This is an onsite, Boston-based position. Local candidates strongly preferred. No agencies, please.

Isabella Stewart Gardner Museum Core Values

Isabella Stewart Gardner so deeply believed that art had the power to change lives that she built a beautiful, personal, and immersive Museum “for the education and enjoyment of the public forever.” Today the Isabella Stewart Gardner Museum (ISGM) is a living embodiment of her bold vision; it’s a dynamic place where ideas and creativity in all its forms inspire visitors. We strive to tell new stories and challenge assumptions through exhibitions, music, programs, and performances and by engaging the perspectives and collaboration of our communities.

The Isabella Stewart Gardner Museum seeks to connect past with present, develop and sustain mutually beneficial partnerships with local communities and artists, broaden our audiences, and generate opportunities for creativity. We are firmly committed to a welcoming work culture and visitor experience. Our five-year strategic plan outlines the Museum’s core values, goals, and initiatives that serve as a renewal of Isabella’s promise to serve the public and be a resource for the city.

Position Summary

The Visitor Services Assistant (VSA) is responsible for providing world class service to individuals and groups visiting the Museum. The VSA initiates a warm greeting, suggests options to enhance a visitor's experience, guides visitors to their needs, and in doing all of this motivates the visitor to return. Additional responsibilities include working with the Museum's ticketing system, assisting with initiatives designed to better understand our visitors, and promoting programs.

Essential Functions and Primary Responsibilities

Customer Service Orientation

• Assist all members, groups, and visitors of the Museum with their ticketing and other needs, including general admission, planned tours, concerts, lectures, and other events
• Inform visitors about Museum policies regarding bags, phone usage, photography, etc.
• Promote awareness of daily programming and visitor resources
• Assist visitors at the Coat Room with coat, bag, and luggage check

Protocols

• Arrive on time and is available for the duration of every scheduled shift
• Complete opening and closing procedures efficiently and accurately
• Responsible for attendance at all department training meetings
• Operate the Museum’s ticketing terminals at the Admissions Desk efficiently and accurately
• Adhere strictly to the Museum’s cash and credit handling procedures
• Maintain confidentiality

Demeanor and Interpersonal Relationships

• Act as an outgoing, friendly, and approachable presence at all times in the Museum actively seeking to guide and support Museum visitors

Problem Solving, Teamwork, and Collaboration

• Negotiate and resolve visitor concerns or problems; handle conflict-laden and/or stressful situations tactfully, respectfully, and with cultural competency
• Provide knowledgeable assistance to visitors seeking information about the Museum and its surrounding areas
• Work cooperatively with others on the team and with staff from other departments
• Perform other duties as assigned 

Requirements

Qualifications

Required

• Must be 18 years of age or older.
• High School diploma or equivalent.
• Every Visitor Services Assistant needs to work at least two shifts per week.
• Dependability and punctuality are essential.
• Outstanding hospitality skills and the ability to engage directly with a diverse group of visitors from around the world.
• Fluency in English.
• Strong computer skills, including Google Workspace.
• Ability to work onsite for all shifts (no remote work).
• Ability to stand and also to sit for long periods of time.
• Some moderate lifting and repetitive movements required (i.e., handling and hanging coats, bags, and luggage weighing up to 25 pounds).
• Some evening work required (for evening events and exhibition openings).
• Commitment to advancing the ISGM’s strategic goals and values.
• Legal authorization to work in the United States.
• Must complete a pre-employment background check to the Museum's satisfaction.

Desirable

• Museum and/or non-profit experience.
• Priority will be given to candidates with availability for the Saturday day shift and/or Thursday night shift.
• Mandarin and/or Spanish language skills.
• Prior customer service or cash handling experience.
• Knowledge of Tessitura CRM system.
• Interest or academic background in art, art history, horticulture, architecture, and/or music.

Equal Opportunity Employer

The Museum is committed to affording equal opportunity to qualified individuals regardless of race, color, religion, age (40 or older), disability, national origin, sex, gender identity, sexual orientation, genetic information, pregnancy, childbirth or related conditions, ancestry, or status as a veteran. Consistent with our core values and our founder's legacy, the Museum is dedicated to building a work community that fosters collaboration, excellence, belonging, and a diversity of perspectives and experience.

Request an Accommodation

Applicants with disabilities who are unable to fully access ISGM's online application system may contact us at [email protected] for assistance with a reasonable accommodation.