Visitor Experience Associate

3 weeks ago

Long Beach, United States Compound Full time

**Visitor Experience Associate**
- Organization Overview_

Compound is a cultural complex in the heart of the Zaferia district of Long Beach. Compound is dedicated to the intersection of art, wellness and community engagement. It is a new space for culture and community to promote connectivity and belonging.

Compound’s approach is holistic and includes multiple entry points for engagement. We conceived public programming ranging from contemporary art exhibitions and immersive experiences, classes, and workshops in the healing arts, performances, dining, and a location to wander and reflect—all an effort to promote our values of creating connections, belonging, and fostering curiosity and growth.

We are driven by the belief that _culture shifts consciousness. _Culture provides a safe context to reexamine ourselves, purpose and bettering our communities_._

**Job Summary**

Reporting to the Assistant Operations Manager, the Visitor Experience Associate (VEA) provides and administers exceptional visitor-centric service to Compound’s audience and Compound Shop retail customers. This position is responsible for greeting and orienting Compound visitors to ensure a truly welcoming, unique, accessible and seamless experience. In addition to overseeing the Visitor’s Experience desk, the VEA is also responsible for managing the shop during Compound’s business hours as well as during off-hours events.

The customization of the Compound viewer experience is a priority to the success of the space and its ambitious programs, as each unique visitor’s needs requires consideration.

The VEA is responsible for providing steady, exceptional, high-level service to our audience as we build a community which enables the public to feel joy, and a sense of belonging at Compound. Our guests will want to come back time and again consistently, based on the high-level experience strategically executed by the VEA.

**Visitor Experience Desk Responsibilities**:

- Enthusiastically greets all Compound visitors. As the initial point of contact, the VEA is fundamental in creating a welcoming, warm, safe and inclusive entrance to Compound.
- Stages information and signage for visitors and ensures resources are legible and accessible based on individual interests of each visitor; reports shortages in visitor resources and signage to supervisors.
- Communicates and enforces Compound policies and procedures to visitors in a friendly and welcoming fashion; assists with wayfinding and visitor inquiries.
- Promotes sales in the retail store, cafe, classes, and registration for programs, capturing visitor information when possible.
- Participates in training to develop customer service skills, art education training, and hospitality skills.
- Sustains a complete knowledge of exhibitions and programs and comfort in discussing contemporary art with a diverse audience.
- As directed, provides support for event set-up and take-down, and manages event traffic and wayfinding.
- Ensures the spaces are ready for opening and are in order throughout the day; as needed, cleans and wipes down common-use areas regularly in compliance with COVID-19 guidelines and attends to trash removal.
- In the event of an emergency or medical incident, assists visitors according to Compound’s safety and emergency protocols.
- Assists visitors with Compound’s ticketing and reservations system.
- Solicits feedback from visitors to support a culture of continuous improvement at Compound.
- Engages in VE team meetings and training about exhibitions and programs.
- Assists with setup and breakdown of programs and wellness events, including live streaming, as needed.
- Performs other duties as assigned.

**Retail Shop Responsibilities**:

- Responsible for opening and closing the Shop as well as cleaning, removing trash and ordering supplies.
- Exceptional customer service and a passion for art and design, a willingness to become knowledgeable about the products and artists represented in the retail shop as well as in Compound.
- Utilize point of sale system, process payments, execute refunds/exchanges, gift wrap, issue gift cards.
- Visual merchandising and re-stocking of product.
- Perform other duties as assigned.

**Skills, Knowledge, Abilities**
- Knowledge equivalent to that gained through a minimum two years of experience in a public-facing customer service environment, preferably with a minimum year of experience in a cash-handling position.
- Strong communication and organizational skills
- Ability to work independently and as a member of a team.
- Strong attention to detail and accuracy.
- Ability to multitask.
- Ability to learn policies and procedures and correctly and courteously communicate that information.
- Excellent conflict resolution skills; ability to provide the highest level of customer service at all times.
- Demonstrated ability to engage effectively with culturally diverse audiences of varying ages.
- A positive customer-focused manner;

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