Visitor and Museum Services Gallery Associate

This is a union position.

The Visitor & Museums Services Gallery Associate is responsible for welcoming individuals and groups at the Carnegie Museum of Art and serving as an approachable and enthusiastic presence throughout the museum during operational and open hours as well as special events while protecting the collection and helping to keep the artworks safe from damage. Familiarity with all the areas of the Visitor & Museum Services Department to ensure smooth daily operation and a positive visitor experience. Demonstrate the highest level of customer service; protect the artwork; observe visitor behavior while circulating in specific areas or galleries; monitor for restricted items and touching of art; provide visitors with information regarding current exhibitions and upcoming programs; ensure visitors follow museum policies; perform admission transactions using a computerized ticketing system for upcharge exhibits and events; sell memberships; provide information concerning the facility, collection and exhibitions; ; oversee coat check; monitor lunchroom for school groups; take responsibility for each visitor’s experience by meeting and, where possible, exceeding visitor expectations. . Fulfill visitor accommodation requests, including sighted guide, limited ASL assistance, and providing wheelchairs.

EDUCATION & EXPERIENCE:

• High school diploma or equivalent required. 
• Previous experience, minimum of one year, in retail or other public contact employment; cash handling experience preferred.
• Experience with diversity, equity, and inclusion strongly preferred.

KNOWLEDGE, SKILLS, & ABILITIES:

• Must have excellent customer service and communication skills. 
• Must have basic computer skills and ability to be trained on Siriusware ticketing system.
• Must be able to handle cash and credit card transactions and balance cash drawer. 
• Weekend and evening hours required.
• A love of museums and an interest in art is required.

PHYSICAL REQUIREMENTS:

• Job requires considerable walking and standing for long periods of time. movement throughout the Museum. 
• Must have manual dexterity to operate computer and to manually fill out forms.

PRINCIPAL ACCOUNTABILITIES:

• Takes responsibility for acquiring, through meetings, on-going training, and individual initiative, all information, product knowledge and interpersonal and communication skill development necessary for successful performance in a front-line staff position and as a monitor and steward of the museums on view collection and exhibitions.
• Actively participates in regular trainings with Collections & Exhibitions department staff and demonstrates and improves knowledge of best practices for protecting and monitoring the art collection and exhibitions on view at the museum.
• Learns how to keep artwork safe from damage and how to investigate, observe, and report unusual conditions, including tampering or damage to artwork and displays.
• Actively participates in regular trainings with Curatorial and Education staff and demonstrates general knowledge of the content of current and upcoming exhibitions and permanent collection installations, as well as upcoming talks and programs.
• Attends training and demonstrates competency in accessibility-related visitor service, including sighted guide, best practices for transactions, and limited, useful ASL communication.
• Attends emergency preparedness training and demonstrates understanding of Oakland emergency procedures.
• Responds to emergency situations (such as accidents, illness, fire, building evacuation, and disorderly patrons) in accordance with prescribed Security Department policies.
• Communicates with the public in a courteous and sensitive manner, projecting a positive and professional image of the Carnegie Museum of Art.
• Demonstrates commitment to diversity, equity, and inclusion efforts at the museum.
• Explains museum’s visitor policies regarding food or drink in the galleries, photography of artwork, and current CMP guidelines regarding COVID-19.
• Patrols and monitors assigned areas to assure safety and security of the collection, the public and the building.
• Follows security routines in opening and closing galleries daily including turning lights on and off, exhibition set-up as necessary.
• Cooperates as a front-line team with all staff to provide seamless visitor service across the museum. 
• Demonstrates respect and dignity to co-workers and visitors.
• Acts in a proactive manner to maintain a safe environment and notifies all appropriate personnel regarding safety hazards and concerns.
• Explains admission policies and operates the Ticketing and Reservation System to receive group and individual admissions. 
• Is responsible for the accuracy of the admissions monies. 
• Counts and signs for correct amounts of money needed for cash operating funds.
• Conducts a double count of cash operating funds with appointed Visitor & Museum Services supervisor at the end of the day and balances the daily batch.
• Assists in wayfinding; provides directions and suggested routes of travel throughout the museum.
• Acts as greeter to proactively welcome visitors to the museum and galleries.  
• Answers questions; provides assistance; and offers suggestions to enhance the visitor experience.
• Provides all requested information and assistance to visitors and acts to resolve their special requests, problems or concerns to achieve mutual satisfaction.
• Completes transactions as needed.
• Provides onsite support for members with concerns or requests.
• Greets school groups and assists in the delivery of coats and lunches to the coatroom. Monitors Lunchroom to keep groups on schedule.
• Keeps in-gallery exhibition materials stocked and orderly.
• Keeps admission desk in a clean and orderly manner.
• Performs operator-level maintenance on TRS, including changing printer tapes. 
• Keeps necessary forms and materials stocked
•  Performs other duties as assigned.