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Form of work
SalaryOur Mission: Since the 1893 World Columbian Exposition, our organization has aimed to connect people to the natural environment and human history
The Visitor Services department prioritizes customer service, revenue generation, attendance tracking, and employee engagement in service of the Museum’s mission. The Team Lead supports the broader Visitor Services management team and oversight of Representatives to facilitate an A-list public experience. 60% of the Team Lead’s time will be dedicated to public floor management and support with the remaining 40% spent on administration, meetings, and other projects.
Duties and Responsibilities
- Coordinate daily floor operations, assignments, and adherence to departmental policies and procedures for permanent and contract staff as instructed by Visitor Services supervisors
- Ensure the coverage of all public posts and the completion of special projects in rhythm with daily and seasonal attendance flows. Actively participate in operations, filling public posts as needed throughout the day
- Contribute to onboarding and ongoing training plans for all employees. Ensure that the team is informed, equipped, and empowered for daily operations and implementing new initiatives.
- Encourage feedback from Representatives; share perspectives with the management team to aid in the improvement and evolution of operations
- Understand advanced ACME transacting and reporting, including (but not limited to) attendance, bankout, and sales snapshots. Use data to help establish and exceed sales goals through incentive programs
- Conduct service recovery for failures and challenges with the visitor experience. Report escalated incidents to management and Protection Services
- Update employee attendance, training, and disciplinary logs on a daily basis. Connect with Supervisors to ensure timely follow-through
- Maintain storage areas and monitor inventories for admissions and office supplies
- Support Visitors’ Center operations and external communications (phone, email, mail). Share and respond to visitor feedback to help connect the pre and post-visit experiences
- Attend departmental and interdepartmental meetings as assigned to effectively connect and communicate Visitor Services operations and procedures to other areas of the Museum
- Participate in Visitor Services strategy, planning, and goal-setting. Assist with the execution of new admissions offers, events, and programs. Work with the management team to identify and implement targets, timelines, and metrics to measure success
Qualifications
- 3-5 years of customer service experience required; experience in a museum or cultural institution preferred
- Excellent communication skills (verbal and written)
- Microsoft and Google Suite experience is required
- Weekend, holiday, and some after-hours availability is required
- Must be positive, proactive, personable, and empathetic
- Bachelor’s Degree preferred
Important Note: In order to protect the health and safety of our employees, guests and their families, the Field Museum is requiring all employees to be fully vaccinated against COVID-19. Requests for exemptions from the vaccine will not be considered as given the nature of this position, we are unable to provide an accommodation for anyone who has not been vaccinated.
The Field Museum is an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other protected class. We strive to create a working environment that is free of all forms of discrimination and one that promotes human dignity and mutual respect among all staff. We believe every member of our organization enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, to identify challenges, and to discover, design, and deliver solutions.
The Field Museum strives to ensure that our career website and recruiting process are accessible to all. If you are unable or limited in your ability to use or access our online application, or if you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to accessibility@fieldmuseum.org.
