Lobby Manager, Visitor Engagement

About the role

The Museum of Modern Art is currently accepting applications for a Visitor Engagement Manager that oversees a team of Guest Specialists and daily lobby operations in conjunction with Visitor Engagement Managers.

Responsibilities

• Leads the floor and coaches staff to proactively engage visitors, anticipating needs and creating meaningful connections rather than waiting to be approached.
• Leads daily floor operations across the Museum’s public spaces, maintaining an active, visible presence and coaching Guest Specialists to proactively engage visitors rather than waiting to be approached.
• Builds and sustains a welcoming, high-performing team environment by training, motivating, and developing Guest Specialists to be professional, approachable, and fluent in the Museum’s mission and offerings.
• PARTNERS WITH THE VISITOR ENGAGEMENT MANAGEMENT TEAM TO ENSURE SUPERVISIONAL COVERAGE DURING ALL PUBLIC HOURS, INCLUDING EVENING FILM PROGRAMS AND FREE FRIDAYS.
• Responds to visitor questions and resolves issues promptly and effectively, including de-escalation; elevates situations to the management team as appropriate.
• COLLECTS AND RELAYS VISITOR FEEDBACK TO THE MANAGEMENT TEAM; PROACTIVELY IDENTIFIES AND RECOMMENDS OPERATIONAL IMPROVEMENTS TO STREAMLINE LOBBY PROCEDURES AND ENHANCE THE VISITOR EXPERIENCE.
• MANAGES THE FULL EMPLOYEE LIFECYCLE FOR DIRECT REPORTS — INCLUDING RECRUITMENT, ONBOARDING, SCHEDULING, TRAINING, PERFORMANCE REVIEWS, CONSTRUCTIVE DISCIPLINE, AND PROFESSIONAL DEVELOPMENT — IN COMPLIANCE WITH MUSEUM POLICIES AND THE RELEVANT COLLECTIVE BARGAINING AGREEMENT.
• Maintains working knowledge of all lobby processes and ticketing systems, including minor troubleshooting; compiles end-of-day revenue reconciliations and daily attendance reports.
• PERFORMS OTHER DUTIES REASONABLY RELATED TO THE FUNCTIONS DESCRIBED ABOVE.

Requirements

• Bachelor’s degree and five or more years customer service experience, ideally in a museum or retail environment. Must include experience supervising staff (coaching, delegating tasks, setting priorities, etc.).
• Cash-handling and operational management experience preferred.
• SUPERIOR INTERPERSONAL AND CUSTOMER SERVICE SKILLS.
• MUST BE ABLE TO WORK INDEPENDENTLY, SET PRIORITIES, AND FOLLOW AND MEET DEADLINES.
• MUST BE AVAILABLE TO WORK HOLIDAYS, EVENINGS, AND WEEKENDS AS ASSIGNED.
• SCHEDULED SHIFT TIMES ARE SUBJECT TO VARY WEEK TO WEEK BASED ON OPERATIONAL NEEDS.
• EXCELLENT ORGANIZATIONAL SKILLS AND OUTSTANDING VERBAL AND WRITTEN COMMUNICATION SKILLS ARE ALSO KEY.
• PROFICIENCY IN MICROSOFT PROGRAMS AND GOOGLE WORKSPACE REPORTS TO: SENIOR MANAGER, VISITOR ENGAGEMENT.

Salary

The salary range for this position is $60,000 - $65,000 per annum.

Application instructions

To apply, please visit MoMA Jobs. Applicants should submit a resume and a statement of interest.

Equal Employment Opportunity Policy Statement

Equal Employment Opportunity has been, and will continue to be, a fundamental principle at the Museum, where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, arrest or conviction record to the extent required by applicable law, credit history, or any other protected category as established by applicable law, including the New York City Human Rights Law (“NYCHRL”).