Employment Opportunity: Visitor Experience Guide

Context

MOCA is motivated by our belief that museums can be culturally and socially useful. We promote exceptional artistic thinking and provide a community space for discourse and creativity.

Working across all contemporary art forms, we empower the local Toronto art scene, while informing the international. MOCA is an accessible, welcoming hub rooted and engaged in a culturally rich neighbourhood; it is here, through art, that you can feel the specialness of this invigorating and hyper-diverse city.

Position Summary

Posting Closes: January 26, 2020
Employment Type: Part Time Contract – February 3, 2020 – June 30, 2020
Compensation: $17/hr
Reporting to: Director of Operations & Community
Supervised by: Visitor Experience Leads

MOCA is looking for outgoing and curious candidates to join our Visitor Experience team. Visitor Experience Leads & Guides are the public face of the Museum of Contemporary Art and play a vital role in welcoming and engaging our community.

All visitor experience staff are cross-trained in three areas: visitor orientation and ticketing, in-gallery experience, and safety and security. From planning tours, to sharing knowledge about the exhibitions and heritage building features, to finding different ways to surprise and delight our visitors every day, you will define the face of MOCA and the 21st century museum.

Visitor Experience Guides are floor personnel responsible for all public-facing aspects of the visitor welcome.

The position presents a phenomenal opportunity to contribute to a unique and growing cultural institution while building skills essential to a career in hospitality and the arts, and are ideal for an energetic, outgoing individual who has a passion for contemporary art.

Responsibilities

Under the general direction of the Director of Operations & Community Engagement and the Visitor Experience Leads:

Customer Service

  • Be a host – greet and welcome all visitors to the MOCA
  • Reserve/sell general admission, program, and special exhibition tickets
  • Facilitate check-in process for all visitors and groups, and assist them in planning their museum experience
  • Sell MOCA memberships and help visitors choose the best membership option
  • Stay current with daily schedule of events; communicate relevant information to other staff and event hosts/leaders upon arrival at the museum.
  • Become an expert in MOCA’s programs, the museum building, and its place in the Junction Triangle neighbourhood and cultural community
  • Ensure easy and efficient visitor flow through the museum
  • Enforce security and safety procedures and protocols in all public spaces of the museum
  • Complete all required ongoing training, including but not limited to audience engagement and collection training, cultural competency/AODA training, visitor orientation, ticketing and cash handling, art safety training.
  • Be available to answer questions throughout the museum, and enforce gallery guidelines when needed
  • Work in tandem with our volunteer team, providing context and onboarding as necessary
  • Provide support to special events and venue rentals as needed
  • Report damage or change in condition of spaces/ art objects immediately
  • Ensure all our services are offered in an appropriate and culturally competent manner to a culturally and socioeconomically diverse range of communities

Administration

  • Ensure the space is in impeccable condition to welcome visitors
  • Organize lineups and welcome/orient group visits
  • Assist with line-busting to ensure an efficient flow and pleasant welcome no matter how busy or quiet 
  • Facilitate group tours, school tours
  • Maintain accurate visitor counts and records using best practices for data entry
  • Take payments and balance a cash deposit
  • Sell tickets & memberships, assist with ticket scanning
  • Assist with special events
  • Respond to visitor emails & phone calls as needed
  • Use mobile technologies to share information & assist visitors
  • Maintain a spotless workspace
  • Complete daily inspection of spaces/art objects/facilities/lighting
  • Collaborate on new work practices and processes to improve MOCA’s flow and facilitate our mission
  • Maintain a high degree of motivation, work ethic and superior attention to detail
  • Participate in and support additional organizational projects as requested

Qualifications

Required:

  • Outstanding social, customer service and relationship management skills
  • High school diploma required (post-secondary education in museum studies, hospitality, art history, or arts administration is considered an asset)
  • Knowledge of admissions, cash-handling, membership sales
  • Experience in customer service in hospitality, retail, attractions, or cultural sector
  • Highly effective and clear written and verbal communication skills
  • Technical Skills: Point-of-sale systems & membership databases (knowledge of ticketing/database software such as Tessitura an asset), barcode scanning, Microsoft Office/Google G-Suite
  • Must be able to work regular weekends, evenings, holidays, and special events

Assets:

  • Bilingual (French or other second language) 
  • Demonstrated working knowledge of Toronto’s arts community
  • Experience working at multi-stakeholder not-for-profit and/or in a start-up environment
  • Conflict resolution/de-escalation & anti-oppression training
  • First Aid Certification

Personal Attributes

  • Social and personable 
  • Punctual and dependable
  • Professional and polished
  • Must have the ability to be both friendly and commanding in communication
  • Highly organized and detail-oriented
  • Flexible and agile
  • Proactive, demonstrates initiative and problem-solving ability
  • Takes ownership and is accountable
  • Thrives in a collaborative, dynamic and fast-paced environment

Additional Requirements

  • Must be able to stand and move around public areas of the museum for extended periods of time, some lifting may be required (accommodations will be made for qualified candidates with disabilities).
  • Must be able to work regular evenings & weekends
  • Personal qualities of integrity, credibility, sound judgment and a keen interest in the mission of MOCA

Please submit applications to humanresources@moca.ca with the subject line “Visitor Experience Guide”

Applications must be submitted as one pdf including a letter of motivation, and maximum two-page CV. Incomplete submissions will not be considered. 

Please indicate the position you are applying for in the subject line of your email. Only those selected for an interview will be contacted, no phone calls please.

The Museum of Contemporary Art, Toronto Canada advocates equal opportunity for all employees and applicants for employment and is committed to equity in the workplace.