Job Description

Posted on: August 28, 2023
Closing on: September 8, 2023
Location: Toronto, ON
Employment Type: Full-time, permanent
Remote/Onsite: Onsite
Level: Manager
Report to: Director of Operations & HR
Start date: September 2023
Salary: $60,000 to $70,000 per annum
Benefits: Health, Dental, Accidental Death and Dismemberment, Long Term Disability, Attractions Ontario Benefits and Toronto Attractions Council Benefits

The Visitor Services Manager at MOCA occupies a pivotal role, seamlessly merging the worlds of art and operations. As the steward of our front-of-house team, they are entrusted with the meticulous management of day-to-day operations, ensuring the museum\xe2\x80\x99s standards are met. From recruitment, onboarding, and professional development of our front-of-house staff to diligently overseeing our ticketing and CRM systems, they play a hands-on role. This position not only focuses on refining the visitor experience but also lays great emphasis on the safety and security of the artwork.

Requirements: Key Responsibilities

• Supervise all front-of-house staff, ensuring adherence to museum standards
• Oversee front-of-house recruitment, onboarding, performance management and training processes, fostering professional growth among team members
• Monitor the quality of visitor service, housekeeping, and availability of guest-facing information, making improvements when necessary
• Continuously review and update wayfinding and front-of-house signage, working closely with the marketing department
• Manage ticketing system/CRM software, ensuring all ticket offerings are accurate and up-to-date
• Collaborate with the exhibitions department on training, exhibition procedures, and safeguarding artworks
• Manage and monitor the front-of-house budget in collaboration with the Director of Operations and HR
• Manage and monitor the front-of-house staffing according to budgetary and exhibition needs, allocating resources efficiently to achieve objectives
• Ensure the safety and security of artworks, with protocols diligently adhered to by all staff and visitors
• Handle emergencies, coordinate response actions, and provide safety training to the team
• Be proactive in ensuring the safety of visitors and the front-of-house team
• Monitor and report on admission numbers and update relevant databases
• Oversee the visual quality of museum retail to match museum standards
• Review, enhance, and enforce departmental policies and procedures
• Serve as a management member of the JHSC, actively participating in and driving safety initiatives
• Inspire and guide the front-of-house team to align with organizational goals
• Set and communicate clear priorities, leading front-of-house operations alongside strategic initiatives for the museum
• Oversee front-of-house staff payroll for accurate and timely compensation
• Continue to strengthen the connection between the front-of-house team and the broader museum
• Utilize visitor and other department feedback to refine and elevate their experience, instilling a culture of excellence and continuous improvement
• Sets clear direction and communicates consistent priorities, driving museum strategic initiatives
• Provide support to special events, programming, and venue rentals
• Work hours following museum hours; comfortable working evenings and weekends

Skills, Knowledge and Expertise

• Post-secondary education in business, hospitality, arts management, or a related field required
• A minimum 3 years experience in a customer service management position is required
• Familiarity with ticketing systems, CRM software, and other relevant technologies
• Proficiency in monitoring, analyzing, and reporting on key metrics.
• Comfortable in a dynamic environment, able to adjust to changing priorities
• Proactive mindset to anticipate, address, and resolve challenges
• A genuine appreciation for and understanding of contemporary art can enrich the role
• Ability to foster team collaboration, resolve conflicts, and build strong relationships across departments
• Project management skills are an asset
• Joint Health and Safety and First Aid certification is an asset

Additional Info: Equity and Diversity

MOCA Toronto advocates equal opportunity for all employees and applicants for employment and is committed to diversity in the workplace.

MOCA Toronto is committed to ensuring that MOCA Toronto is an inclusive space where community members are treated with respect and dignity. MOCA Toronto encourages applications from everyone, including but not limited to women, indigenous peoples, visible minorities, people with disabilities and persons of all sexual orientations and gender identities.

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