Visitor Experience Team Lead (5058)

## Description

**Position: Visitor Experience Team Lead**

**Reports To: Manager of Visitor Experience**

**Team:** Visitor Experience

**Status/Employment:**Hourly,Part-Time/Nonexempt

**Hours:** The position 15-25 hours per week; including special events and programs.

**Schedule:** Ability to work a Wed-Mon work week or other shifts as determined by Museum need**.**

**Wage:** $17.00-$20.00

**Benefits**: Free parking, Shop and Café discounts; free Employee Assistance Program, 401K opportunities, Aflac Insurance Offered, Other Benefits such as paid Discretionary Time Off **DTO** based upon the number of hours worked.

The Taft Museum of Art, located in downtown Cincinnati, is seeking a **part-time Visitor Experience Team Lead** to join our Visitor Experience team. This position reports to the Manager of Visitor Experience and serves as a key support role in delivering exceptional guest experiences while providing day-to-day leadership and operational support to the Visitor Experience Associates.

We are looking for a **positive, highly organized, and service-oriented team leader** who enjoys working with the public, communicates effectively, and thrives in a guest-focused environment. The ideal candidate will demonstrate strong interpersonal skills, sound judgment, and the ability to support staff while ensuring a welcoming and engaging experience for all visitors.

This is a unique opportunity to help shape the visitor experience at one of the nation’s finest small art museums.

Please submit a cover letter, resume, and three references through our online application process. Our team will review your application and contact you regarding next steps; if you have questions, please email Human Resources—no phone calls, please.

**Position Summary**

Reporting to the Manager of Visitor Experience, the Visitor Experience Team Lead supports the daily operation of the Museum’s front-of-house functions, including admissions, retail sales, café operations, and public events. This role serves as the secondary point of contact for Visitor Experience Associates and helps ensure that all guests receive exceptional service while supporting operational excellence and staff performance.

**Roles and Responsibilities**

Team Leadership and Supervision

• Serves as a positive role model by consistently delivering exceptional guest service and modeling professional behavior.
• Provides day-to-day leadership and support for Visitor Experience Associates during operating hours and special events.
• Supports the Manager of Visitor Experience with floor coverage, scheduling needs, and operational continuity during absences or busy periods.
• Assists with resolving visitor concerns and de-escalating situations professionally and effectively.
• Maintains a visible leadership presence throughout the Museum and during designated events.

Visitor Experience and Guest Services

• Creates a welcoming, inclusive, and engaging environment for all guests.
• Monitors visitor experiences and identifies opportunities to improve service delivery.
• Communicates accurate information regarding Museum programs, exhibitions, memberships, events, and services.
• Responds to visitor inquiries in person, by phone, and through other communication channels as needed.
• Resolves guest concerns through effective listening, empathy, and appropriate service recovery techniques.
• Engages positively with visitors from diverse backgrounds and ensures all guests feel welcomed and supported.
• Ensures compliance with all Museum financial procedures and transaction standards.

Operations and Facility Support

• Completes assigned opening and closing procedures.
• Supports inspections of event and function spaces to ensure readiness and presentation standards are met.
• Reports facility concerns and operational issues to the appropriate departments.
• Assists café operations during high-volume periods by supporting guest flow, table turnover, and visitor needs.
• Supports front-of-house operations during special events, rentals, and public programs.
• Performs additional duties as assigned.

**MUSEUM CORE VALUES**

All employees of the museum must strive to

• Embrace the museum's core values of respect, integrity, excellence, creativity, and collaboration and demonstrate this understanding through words, behaviors, and interactions with our guests, staff members, volunteers, and the public.
• Learn and teach every day. Share knowledge freely with colleagues and pursue opportunities to gain new skills to enhance our success as a team.
• Appreciate, understand, and value each staff member’s expertise, background, experience, strengths, and unique perspective. Share time, energy, and knowledge with others to ensure everyone has the highest potential to succeed.
• Achieve excellence in all tasks and goals.
• Demonstrate professionalism on and off the job and always represent the Taft Museum of Art positively and professionally. Speak truthfully and fulfill promises and obligations in all museum dealings.
• Be comfortable and communicate with people of diverse backgrounds.
• Adhere to all current museum policies, procedures, protocols, and processes.
• Create a pleasant work environment by being a positive influence and respectful to every person.

*The success of the Taft Museum of Art is driven by our core values of respect, integrity, excellence, creativity, and collaboration, as exemplified by our team members.*

*The Taft Museum of Art is an Equal Opportunity Employer and complies with the Civil Rights Act of 1964, the Age Discrimination in Employment Act of 1976, the Americans with Disabilities Act of 1990, and other applicable employment laws. The TMA does not discriminate against employees or applicants for employment on the basis of an individual’s race, color, gender, religion, creed, sexual orientation, national origin, ancestry, age, disability, marital status, veteran status, or any other status protected by applicable law. This policy applies to all terms, conditions, and privileges of employment, including recruitment, hiring, training, placement, compensation, promotion, discipline, and termination.*

## Qualifications

**Required Skills & Capabilities**

• Excellent proficiency in Microsoft Office Suite, including Microsoft Excel. Experience managing point-of-sale (POS) systems preferred.
• Experience using electronic employee scheduling platforms.
• Strong supervisory and leadership skills, with the ability to leverage staff talents to deliver goals efficiently and effectively.
• Self-directed, motivated, and demonstrates exceptional customer service and interpersonal skills.
• Highly organized and able to prioritize tasks in a fast-paced work environment.
• Adheres to established departmental standard operating procedures and expectations for execution and behavior.
• Maintains a professional appearance and is well-groomed, with clean, neat, and appropriate attire or uniform.
• Personable with excellent communication skills, including in-person, email, virtual, and telephone communications.
• Welcoming and approachable, with the ability to engage guests in friendly and meaningful conversations.
• Computer savvy and able to quickly learn and operate the Museum’s POS system and other technology platforms.
• Demonstrates reliability, dependability, and consistent punctuality.
• Highly motivated, professional, creative, articulate, and goal-oriented, with the ability to work both independently and collaboratively.
• Ability to use a stepladder to access merchandise and supplies as needed.
• Works well with others and contributes positively to a collaborative team environment.