Summary

The Visitor Experience Coordinator (VEC) plays a vital role in the overall success of the visitor experience at MASS MoCA, providing a foundation for our guest’s experience in a welcoming, enthusiastic, and engaging way. The primary focus of the VEC position is to provide administrative support to the departments under the Visitor Experience (VE) umbrella. They also play a crucial front-facing role, interacting with a diverse group of visitors, as well as staff, in person and through email and phone communications. The VEC will function as an information hub, collecting and coordinating information from across the museum and sharing it out to all VE staff. They will act as a spokesperson for the museum and an example for all VE staff through their ability to share information about the history of MASS MoCA, current and past exhibitions and performances, establishing connections to promote educational and performing arts programs, encouraging visitors to explore the North Adams community and the Berkshires at large, and imparting other information that provides the best possible experience at the museum and in our community. 

The Visitor Experience Coordinator is a confident and articulate professional who is creative, proactive and detailed oriented, as well as collaborative and team-oriented. This role will require a high level of both internal and external communication and coordination. They will assist the broader VE management team in planning, coordinating logistics, and facilitating guided and self-guided tours and special events, during and outside of regular museum hours including: answering phone or email queries; scheduling visits, calculating processing payments; providing groups all the information they need to streamline their visit; and informing relevant departments of upcoming tours and special events. The VEC will contribute to building audiences by developing comprehensive contact lists, messaging and strategies for outreach to target audiences and will assist in developing partnerships and programs with external partners to attract new visitors and steward current or lapsed audiences. They must be an excellent communicator and relationship builder, skilled at and committed to engaging visitors of all ages, interests and abilities. The VEC is well-organized, flexible and solution oriented, capable of pivoting gracefully in response to changes in details and schedules while maintaining composure in a fast-paced, ever-shifting environment. 

The Visitor Experience Coordinator will work full-time Thursday – Monday and is expected to work holidays, evenings, and festivals when needed. The Visitor Experience Coordinator reports to the Director of Visitor Experience. 

As defined by the National Labor Relations Act, this position is part of the bargaining unit for UAW Local 2110. 

Duties and Responsibilities:

• Provide excellent customer service to all members, guests and colleagues throughout the museum 
• Assist VE team in planning, coordinating logistics, and facilitating guided and self-guided tours and special events, during and outside of regular museum hours 
• Assist the VE team in planning daily operations, editing and distributing materials as well as coordinating efforts and events in which the VE Department is involved 
• Assist VE management team in researching and developing outreach strategies in order to attract new visitors, re-invigorate inactive groups, and/or entice return visits
• Assist VE management team in development and marketing of itineraries, packages and marketing materials to distribute to target audience segments, through MASS MoCA channels and in collaboration with external partners 
• Assist VE management team to develop, collect, and analyze visitor data through various channels including Tessitura, surveys, and others 
• Proactively seek and learn information about current and future exhibitions, programs, museum policies, promotions, and events to provide the highest level of guest engagement 
• Assist management team with strategies to orient guests to the Museum, assist with smooth flow through museum, assess and make suggestions to improve wayfinding throughout museum and engagement tools such as the website and social media
• Develop and maintain supportive resources to enable the museum to become a more welcoming, accessible, and inclusive space 
• Respond immediately to resolve guest, volunteer, and staff inquiries and concerns while supporting museum policies to ensure a positive guest engagement 
• Learn Tessitura ticketing system operations in order to manage reservations, book groups and receive payment for tours, pull visitor lists, run visitor reports and other functions as needed 
• Manage online advance reservations for special exhibits 
• Assist Box Office staff during large concerts, programs, festival weekends, and as needed
• Track inventory and manage restocking of gallery guides 
• Keep public boards cleared of any outdated materials and maintain brochure walls next to box office lobby desk and in cafe 

Qualifications

•  A minimum of 2 years customer service and cash drawer experience required; museum/cultural organization preferred 
• High school diploma, GED, or equivalent required 
• Knowledge of Google Suite (Gmail, Gcalendar, sheets, docs, and drive) and confidence with computer programs and software is required. 
• Is capable of working in a fast-paced environment and interface effectively with visitors, and remaining calm and effective during high-traffic times 
• Has outgoing personality and is enthusiastic about interacting with guests and colleagues
• Has commitment to providing excellent and impactful visitor experience in a friendly, respectful, and patient manner 
• Ability to use good judgment and work independently during gallery hours and special events 
• Responds quickly and calmly to emergencies 
• Knowledge of Western Massachusetts/Berkshire tourism and/or interest in rural regional tourism a plus 
• General understanding of contemporary visual and performing arts a plus 

Work Conditions

•  This position requires ability to work a flexible schedule, with availability on weekends and holidays, and for events, programs, and festivals, including those after museum hours
•  The majority of the workday is spent indoors, but occasional special events, exhibitions, and/or festivals may require working outdoors and in inclement weather

Physical Requirements

•  Must be able to stand and walk for long periods of time, on and across various floor types with limited breaks.
•  Must be able to confidently communicate with guests
•  The employee may be required to climb or balance, squat, kneel, and crouch.
•  The employee must be able to lift and/or move up to 25+ pounds and move heavy objects as required.
•  Must be able to wear PPE when necessary
•  For employment at MASS MoCA, candidates must be fully vaccinated against COVID-19. Proof of vaccination will be required for employment.

Non-exempt. 

Minimum starting wage: $20.00/per hour.