The Visitor Experience Coordinator plays a vital role in the overall success of the visitor experience at MASS MoCA, providing a foundation for our guest’s experience in a welcoming, enthusiastic, and engaging way. The primary focus of the Visitor Experience Coordinator position is to provide administrative support to the Visitor Experience management. They also play a crucial front-facing role, interacting with a diverse group of visitors through email and phone communications as well as in person. They further act as a greeter and/or guide, offering information about the history of MASS MoCA, as well as current and past exhibitions and performances, establishing connections to promote educational and performing arts programs, encouraging visitors to explore the North Adams community and the Berkshires at large, and imparting any other information that provides the best possible experience at the museum and in the surrounding community.

The Visitor Experience Coordinator is a confident and articulate professional who is creative, energetic, and accountable, yet collaborative and team-oriented. This role will require a high level of both internal and external communication and coordination. They will assist the Visitor Experience management team. in planning, coordinating logistics, and facilitating guided and self-guided tours and special events, during and outside of regular museum hours including: answering queries from phone or email; arranging dates, calculating pricing and processing payments; providing groups all the information they need beforehand to streamline their visit; and informing departments of upcoming tours and special events. They must be an excellent communicator and relationship builder, skilled at and committed to engaging visitors of all ages, interests and abilities. The Visitor Experience Coordinator will assist the Visitor Experience management team in the development of initiatives to create an inclusive, welcoming environment at the museum as well as in North Adams. The Visitor Experience Coordinator is well-organized, detail oriented, flexible and solution oriented, capable of pivoting gracefully in response to changes in details and schedules while maintaining composure in a fast-paced environment.

The Visitor Experience Coordinator will work full-time Thursday – Monday and is expected to work holidays, evenings, and festivals when needed. The Visitor Experience Coordinator reports to the Visitor Experience Manager.

As defined by the National Labor Relations Act, this position is part of the bargaining unit for UAW Local 2110.

Duties and Responsibilities:

• Provide excellent customer service to all members, guests and colleagues throughout the museum
• Assist Visitor Experience management team in planning, coordinating logistics, and facilitating guided and self-guided tours and special events, during and outside of regular museum hours
• Assist the Visitor Experience management team in planning daily operations, editing and distributing materials as well as coordinating efforts and events in which the Visitor Experience Department is involved
• Manage online advance reservations for special exhibits
• Learn Tessitura ticketing system operations in order to manage reservations, book groups and receive payment for tours, pull visitor lists, run visitor reports and other functions as needed
• Develop and maintain supportive resources to enable the museum to become a more welcoming, accessible, and inclusive space
• Respond immediately to resolve guest, volunteer, and staff inquiries and concerns while supporting museum policies to ensure a positive guest engagement
• Proactively seek and learn information about current and future exhibitions, programs, museum policies, promotions, activities, and events in order to provide the highest level of guest engagement
• Complete Museum Attendant training to act as a support in the galleries, particularly in special exhibits that require reservations and crowd control/line management
• Assist management team with strategies to orient guests to the Museum, assist with smooth flow through museum, assess and make suggestions to improve wayfinding throughout museum and engagement tools such as the website and social media
• Assist Visitor Experience management team in researching and developing outreach strategies in order to attract new visitors, re-invigorate inactive groups, and/or entice return visits, including the development of itineraries and packages in partnership with partner hotels and travel group coordinators
• Assist Visitor Experience management team to develop and maintain data regarding constituents served and programs offered, including public programs, audience attendance, revenue earned, etc
• Complete the museum’s tour training course and lead tours when needed
• Track inventory and manage restocking of gallery guides
• Update museum magnet boards with posters provided by marketing team and keep public boards cleared of any outdated materials, and posting any visitor experience materialities on staff boards

Qualifications

• A minimum of 2 years’ customer service and cash drawer experience required; museum/cultural organization preferred
• High school diploma, GED, or equivalent required
• Knowledge of Google Suite (Gmail, Gcalendar, sheets, docs, and drive) and confidence with computer programs and software is required.
• Is capable of working in a fast-paced environment and interface effectively with visitors, and remaining calm and effective during high-traffic times
• Has outgoing personality and is enthusiastic about interacting with guests and colleagues
• Has commitment to providing excellent and impactful visitor experience in a friendly, respectful, and patient manner
• Ability to use good judgement and work independently during gallery hours and special events
• Responds quickly and calmly to emergencies
• Knowledge of Western Massachusetts/Berkshire tourism and/or interest in rural regional tourism a plus

Work Conditions

• This position requires ability to work a flexible schedule, with availability on weekends and holidays, and for events, programs, and festivals, including those after museum hours
• The majority of the workday is spent indoors, but occasional special events, exhibitions, and/or festivals may require working outdoors and in inclement weather

Physical Requirements

• Must be able to stand and walk for long periods of time, on and across various floor types with limited breaks.
• Must be able to confidently communicate with guests
• The employee may be required to climb or balance, squat, kneel, and crouch.
• The employee must be able to lift and/or move up to 25+ pounds and move heavy objects as required.
• Must be able to wear PPE when necessary
• For employment at MASS MoCA, candidates must be fully vaccinated against COVID-19. Proof of vaccination will be required for employment.

Non-exempt.

Minimum starting wage: $19.00/per hour.