Visitor Services Assistant

Description

Department: Visitor Services

Reports to: Visitor Services Manager

Job Type: Part-time, up to 29 hours per week

Schedule: Priority will be given to candidates with availability for the Saturday day shift and/or Thursday night shift.

This is an onsite, Boston-based position. Local candidates strongly preferred.

Isabella Stewart Gardner Museum Core Values

Isabella Stewart Gardner believed that art had the power to change lives and she built a beautiful, personal, and immersive Museum setting to do so. 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. Through exhibitions, music, programs, and performances we strive to tell new stories and challenge assumptions by engaging diverse voices and community members.

Our Core Values Are

• Creativity is our Legacy
• Community is our Purpose
• The Collection is our Catalyst
• Diversity, Equity, Accessibility, and Inclusion are our Commitments
  
  

The Isabella Stewart Gardner Museum seeks to connect past with present, develop and sustain mutually beneficial partnerships with our local communities and artists, expand and diversify our audiences, and generate opportunities for creativity. We are firmly committed to creating both an inclusive work culture and a welcoming 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 for the Museum to be a place for “the education and enjoyment of the public forever.”

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.

This is a part-time position up to 29 hours per week and priority will be given to candidates with availability for the Saturday day shift and/or Thursday night shift.

Essential Functions And 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
• Follow Museum's COVID-19 policies and protocols
  
  

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

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).
• Legal authorization to work in the United States.
  
  

Preferred

• 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.
  
  

COVID-19 Protocols

All employees of the Isabella Stewart Gardner Museum are required to provide their COVID-19 vaccination status. If you are not vaccinated, you will need to participate in an interactive process to request a religious or medical accommodation and to submit weekly test results, in addition to following other federal, state and CDC recommendations.

Equal Opportunity Employer

Diversity, Equity, Access, and Inclusion is one of the core values we hold close to our business practices. The Isabella Stewart Gardner Museum is committed to affording equal opportunities to qualified individuals regardless of race, color, gender, gender identity, genetics, military/veteran status, pregnancy, religion, sexual orientation, age, national origin, ancestry, disability, or any other basis prohibited by applicable laws.

Request an Accommodation

Applicants with disabilities who are unable to fully access ISGM's online application system may contact us at hr@isgm.org for assistance with a reasonable accommodation.

Pay Rate

$19.00 per hour