Guest Services Team Lead

3 weeks ago

Chicago, Illinois, United States The University of Chicago Full time

Job Summary

The Guest Services Team Lead plays a crucial role in ensuring a positive visitor experience at the Smart Museum of Art. This position is responsible for managing the Guest Services team, which welcomes Museum guests and ensures compliance with Museum visitor protocols.

This role involves managing the front-line daily operations of the Smart Museum and is responsible for the general management of front-line staff, including full-time and part-time staff, as well as University students.

The Team Lead addresses patron issues and questions, as well as any facilities and security issues that arise, serving as the primary keyholder for the Museum.

When exhibitions are not on view, the Guest Services Team Lead works with colleagues across the Smart Museum to support ongoing operations, including administrative, operational, and programmatic areas.

Responsibilities

  • Recruits, hires, trains, and manages the Guest Services team, comprised of full-time and part-time staff and University students.
  • Supports and holds 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.
  • Provides coaching, feedback, and performance management to staff.
  • Conducts staff orientations and maintains ongoing and supportive relationships with staff, focusing on mentorship, training, and skill building.
  • Works with other museum departments to ensure the overall structure of Guest Services supports institutional goals and needs.
  • Oversees scheduling and ensures appropriate Guest Services staffing levels for daily operations and off-hours activities and events.
  • Leads weekly team meetings for Guest Services staff and ensures staff receive regular communications about updates, events, and programs that impact the team's work.
  • Ensures compliance with Smart Museum visitor protocols, including protection of art objects and files incident reports as needed.
  • Implements policies and procedures within the Guest Services team to support museum service standards, enhance the visitor experience, and establish benchmarking standards of service.
  • Maintains and updates training manuals for Guest Services staff.
  • Assists Guest Services staff in responding to patron issues and questions, including calls and emails regarding online reservations.
  • Develops training materials and procedures for each exhibition to ensure the Guest Services team effectively manages project-specific needs.
  • Collaborates with members of the Feitler Center and Public Practice teams to develop integrated training and community-building opportunities for student gallery attendant staff.
  • Manages the day-to-day activities related to publications sales in the museum building, including training staff, managing sales functions, and tracking inventory.

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