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Visitor Services Coordinator, Massachusetts Historical Society (Boston)

Come join our Visitor Services team!  The Massachusetts Historical Society (MHS) seeks a full-time Visitor Services Coordinator (VSC) to greet visitors and provide a rich overview of multiple facets of the Society’s resources. As the first point of contact for visitors to the MHS, the VSC and Visitor Services (VS) team provide a welcoming and friendly first impression, offer information and assistance regarding exhibitions, programs, events, activities, and facilities within the Society, and assist with safety and security of visitors and collections.

Founded in 1791, the Massachusetts Historical Society is an invaluable resource for American history, life, and culture. Its extraordinary collections tell the story of America through millions of rare and unique documents, artifacts, and irreplaceable national treasures. Its collections are accessible to anyone with an interest in American history. Beyond research, the MHS offers many ways for the public to enjoy its collections including engaging programs, thought-provoking exhibitions, publications, seminars, and teacher workshops.

This position staffs the Visitor Services desk Mondays, Tuesdays, Wednesdays, and Thursdays from 8:00 AM to 6:00 PM. There will be opportunity to work additional hours during evening programs.

Key Responsibilities: 

The VSC leads the daily operations of the admissions desk with a focus on customer service, organization, and efficiency. The VS team is responsible for answering the telephone and routing calls to the appropriate staff members, monitoring deliveries, providing assistance to visitors with specific needs, assisting with administrative work, handling visitor complaints, and receiving and recording visitor feedback. The team assists with other projects as needed.

The VSC helps to maintain the security of the building and ensure the safety of staff, visitors, and the Society’s collections by:

·         Keeping accurate records through our visitor management software

·         Controlling traffic in and out of the lobby

·         Enforcing security policies 

·         Working with security officer to monitor CCTV and access control systems 

·         Following evacuation procedures and assisting visitors in the event of an emergency 

The position contributes to the experience of visitors by greeting guests and providing a welcoming first impression. In this role, the VSC: 

·         Provides accurate information about the Society, its exhibitions, events, and other resources

·         Assists with maintaining the Society’s social media presence

·         Helps with the promotion, registration, and implementation of programs and events. 

·         Maintains a well-stocked and tidy supply of MHS brochures, calendars, and other collateral

The VSC maintains policies and procedures related to VS (e.g.: event management and promotion, meetings, parking, shift changes, social media). The position:

·         Works closely with the executive team to enforce policies and to ensure information regarding meetings, parking, and visitors is up-to-date and shared in a timely manner

·         Provides initial and follow-up training of VS procedures and software for VS and LRS staff

·         Generates monthly visitor reports including details such as total number of visitors, how they heard about the MHS, area of origin, etc. 

This role plays an essential part in promoting the Society’s public image and in maintaining the security of the building and collections.

Qualifications

Qualifications and Skills: 

The successful candidate is a people-oriented individual who enjoys meeting, engaging with, and providing assistance to a variety of groups and people from different backgrounds and experiences. A background working with a diverse public in a visitor service, customer service, or similar position is strongly preferred. Broad general knowledge and interest in American history, the community, and visitor services is a plus. The strongest candidates will demonstrate:

·         Good written and verbal communication skills

·         Strong planning and organization skills

·         The ability to assess and anticipate needs and be a flexible problem solver

·         The ability to consistently enforce policies and procedures

·         Proficiency with Microsoft Office applications

·         Familiarity with visitor management software and Square (or similar point of sale system)

Full/Part Time

Full Time

Education

NA

Salary

$18.00  / hour

Closing Date

How to Apply

To apply, please e-mail cover letter, brief resume, and names of three references to Carol Knauff at cknauff@masshist.org. The position is located at the Massachusetts Historical Society located at 1154 Boylston Street, Boston, MA. The MHS requires proof of vaccination for COVID-19 for all employees.

The MHS aims to be a diverse workforce that is representative, at all job levels, of the citizens we serve. Candidates of all backgrounds are welcomed and encouraged to apply. We are committed to creating a workplace free from harassment and discrimination on the basis of race, color, ancestry, religious creed, gender identity and expression, national or ethnic origin, sex, sexual orientation, pregnancy, age, genetic information, disability, military or veteran status, or any other category protected by law (also known as membership in a "protected class"). We offer a competitive benefits package and salary commensurate with experience.

Posted

2022-06-14 |  Quick link to this job