TAGS:

VISITOR ENGAGEMENT SUPERVISOR 

Overview:
Under the supervision of the Director of Visitor Engagement and the Visitor Engagement Manager, the Visitor Engagement Supervisor is responsible for overseeing all MOCA Box Office functions and staff, including admissions, ticketing system administration, accounting, and membership sales; maintaining systems for tracking and reporting museum attendance. On an as-needed basis, the Visitor Engagement Supervisor may also serve as a Lead for the Gallery Attendant program, which aims to create an accessible and enjoyable experience in the museum's galleries by assisting visitors with a general understanding of current exhibitions and works of art on view, while also focusing on protecting the art works. 

Requirements:
* Minimum two years' experience in customer service and box office/ticketing environment, preferably as a database system administrator in a cultural or other non-profit organization. Knowledge of Patron Edge a plus.
* Strong skills in basic accounting, including cash handling and balancing daily deposits.
* Excellent customer service/public relations skills; ability to interact with a wide spectrum of patrons in a friendly, courteous and helpful manner.
* 1 - 2 years supervisorial experience, including conducting training for new staff.
* Must be able to work accurately under pressure, with the capability of handling several simultaneous duties; excellent problem-solving skills and attention to detail a must.
* Must be able to practice low-key salesmanship in a service situation.
* Strong verbal and written communication skills are required; in addition to a working knowledge of Word and Excel is a must.
* Must have a flexible schedule. Need to be able to work evenings, weekends, and holidays, at both downtown locations - MOCA Grand Avenue in Downtown Los Angeles, and The Geffen Contemporary in Little Tokyo - as assigned.
* In partnership with security personnel, willingness to act as a "first responder" in emergency situations such as earthquakes, power outages, or incidents requiring medical attention.
* Possession of, or enrollment toward, a Bachelor's degree preferred, but not required. Interest in contemporary art strongly preferred. 

Essential Functions: 

Visitor Services/Box Office 
* Serve as a System Administrator for the Patron Edge ticketing system, creating and maintaining functions and reporting for daily ticketing, museum-wide attendance tracking, and various revenue processes, including discounts. Set up and maintain user accounts. Oversee membership and/or merchandise sales processed through Patron Edge.
* Maintain all ticketing equipment, including computers, ticket printers, and receipt printers. Maintain ticket stock supply.
* Provide support and leadership role for Visitor Services Representatives and volunteers at Visitor Services posts.
* Execute and train Visitor Services staff on museum policies and procedures.
* Maintain a pleasant, dignified and appropriate relationship with all members of the public including in-person visitors and telephone contacts.
* Set up and reconcile all monies and ticket transactions; provide daily accounting of transactions at each of the museum's downtown locations. Maintain bank and request change as needed.
* Be knowledgeable about MOCA membership benefits, and ensure that Visitor Services Representatives are effectively serving MOCA members, and inviting new members to join.
* Handle custom voucher requests from other museum departments.
* Collect comment forms and record visitor data; send visitor response cards.
*Handle event ticketing, including devising ticketing and will call procedures, guest check-in, and organizing and communicating with people in line.
* Provide information on museum events and exhibitions along with requests for information on the area surrounding the museum and other museum-related inquiries.
* Greet and organize group arrivals when needed and implement crowd control measures when required.
* Perform other duties as assigned. 

Gallery Attendant Program 
* Participate in two full-day introductory trainings on visitor engagement strategies, art protection methods, and emergency procedures.
* Participate in daily briefings and additional scheduled trainings, including curatorial walkthroughs of new exhibitions.
* On an as-needed basis and at the direction of Visitor Engagement managers, partner with MOCA Security to ensure Gallery Attendant operations are smooth, including proper staffing of posts in the galleries during public hours and special events.
* Assist MOCA Security in handling fire/life safety protocols, including medical incidents or emergency situations. Preparing breaker sheets and postings for the following day
* Prepare and organize equipment, and handle check-out and check-in (temp badges, radios, pencils) of Gallery Attendants
* Handle selected A/V operations for some art works, if trained by Exhibition staff and approved by the Director of Visitor Engagement and Visitor Engagement Manager.
* Conduct daily briefings for all GA and Security staff with MOCA Security Supervisors.
* Report any issues to the Director of Visitor Engagement and/or Visitor Engagement Manager regarding the job performance of the Gallery Attendants.
* Perform other duties as assigned. 

Please submit your resume and cover letter to hr@moca.org