Guest Services Team Lead, Events, Smart Museum

2 weeks ago

Chicago, Illinois, United States The University of Chicago Full time
About the Role

The Guest Services Team Lead – Events is a key member of the Smart Museum team, responsible for promoting a positive visitor experience and ensuring the protection of the museum's art objects. This role manages the Guest Services team that welcomes Museum event attendees and ensures compliance with Museum visitor protocols.

Key Responsibilities
  • Act as the primary contact for event rental requests for Smart Museum staff, University of Chicago departments, and external customers.
  • Manage the Smart Museum (internal and external) event calendar to ensure proper staffing and security.
  • Ensure that event overview sheets are completed in a timely fashion to verify the key contact for the event, the event start/stop time, and proper setup is executed.
  • Support and hold Guest Services staff accountable for their areas of responsibility, including knowledge of the Museum's mission and current program offerings, safety procedures, customer service, and commitment to diversity, equity, inclusion, and accessibility.
  • Provide coaching, feedback, and performance management to staff.
  • Oversee scheduling and proactively ensure appropriate Guest Services staffing levels for daily operations as well as off-hours activities and events.
  • On the rare occasions that additional security staff is needed, oversee communication and scheduling with the University's security services contractor (Allied Universal).
  • Primarily staff front desk and gallery positions as needed to cover staff breaks.
  • Ensure compliance with Smart Museum visitor protocols, including protection of art objects and files incident reports with the Registration and Exhibitions teams as needed.
  • Implement policies and procedures within the Guest Services team to support museum service standards, enhance the visitor experience, implement assessments as directed, and establish benchmarking standards of service for the Guest Services team.
  • Maintain and update training manuals for Guest Services staff.
  • Assist Guest Services staff in responding to patron issues and questions, including calls and emails regarding events at the Smart Museum.
  • In coordination with the Exhibitions team, develop training materials and procedures for each exhibition to ensure that the Guest Services team effectively manages project-specific needs, including turning audio/visual (a/v) equipment on and off, checking regularly to ensure that a/v equipment is working properly, etc.
  • Also ensure that collateral materials are properly maintained.
  • Implement protocols for managing the visitor reservation system, attendance, and visitor information gathering, and other data as directed. Maintain necessary documentation, including museum attendance records, and regularly communicate this information to other staff.
  • Manage the day-to-day activities related to publications sales in the museum building, including training staff, managing sales functions, and tracking inventory.
  • Serve as one of the primary keyholders responsible for opening and closing the Museum during after-hours and weekend events.
  • Ensure that security procedures are followed when opening and closing the museum and galleries.
  • Respond to facilities and securities issues that arise when the Deputy Director is unavailable.
  • Work with colleagues across the Museum to support ongoing operations, including support for operations and facilities, development, public practice, registration, academic engagement, etc.
  • Provide support for the development and deployment of productions and programs.
  • May act as a liaison with the community. Present information about programs and the theatre to the public.
Requirements
  • Minimum requirements include vocational training, apprenticeships, or the equivalent experience in a related field.
  • Work experience in a related job discipline, with a minimum of 2-5 years of experience.
  • College or university degree in a related field is preferred.
  • 3 to 5 years of work experience in event management, preferably with a museum or similar guest-facing environment.
  • Background effectively managing teams working in a guest-facing environment.
  • Knowledge of museum standards.
  • Skilled with technology tools, including Windows computer environment, Microsoft Office, etc.
Preferred Competencies
  • Working knowledge of customer services standards in museums or similar environments.
  • Multitask within a fast-paced environment.
  • Excellent time management skills to stay organized and prioritize responsibilities.
  • Excellent organizational and analytical skills with strong attention to detail.
  • Comfortable with public speaking and experience writing communications, preparing and delivering presentations, trainings, and written materials.
  • Strong interpersonal skills, including demonstrated ability to foster partnership and collaboration, and to lead, manage, and motivate others.
  • A solid understanding of University and community engagement or direct experience working collaboratively with individuals from all sectors of the University community and a commitment to diversity, equity, inclusion, and accessibility.
  • Demonstrated skill and knowledge of, or ability to learn quickly, the internal workings of the Smart Museum and University.
Working Conditions
  • Extended periods of stationary work.
  • Moving around the museum to attend to visitors' and colleagues' needs.
  • Moving objects up to 20 pounds.
  • Working evening and weekend shifts.
Application Documents

Resume/CV (required)

Cover Letter (preferred)

When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.

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