Job Description

Position Summary

Posted on: August 23, 2023
Closing on: Open until filled
Location: Toronto, ON
Employment Type: Casual
Remote/Onsite: Onsite
Level: Supervisor
Report to: Visitor Services Manager
Start date: September 5, 2023
Salary: $27.61 per hour
Benefits: Attractions Ontario Benefits and Toronto Attractions Council Benefits

The Visitor Services Supervisor oversees all aspects of the public\'s interaction with the museum. This includes welcoming visitors, ensuring the safety and security of artworks, managing the opening and closing procedures of the museum, and supervising the front-of-house team. Acting as the primary on-duty problem-solver, they collaborate across departments to ensure both the protection of artwork and a consistent welcoming experience. In embodying MOCA\xe2\x80\x99s mission, they play a pivotal role in creating a communal space dedicated to fostering creativity and meaningful discourse.

Requirements: Key Responsibilities

• Directly supervise front-of-house staff and be the main point of contact
• Provide onboarding and training to front-of-house staff
• Work with management and staff to monitor and ensure our visitor experience, housekeeping, security and appearance standards are consistently met
• Ensure visitor-facing information is accurate and consistently available
• Responsible for the daily setup and display of museum retail items, promptly addressing customer inquiries, and packaging merchandise
• Motivate the front-of-house team to provide both excellent customer service and security of the artwork, creating a seamless museum experience
• Assign work daily and create break schedules
• Be available to answer questions throughout the museum and enforce museum policies and procedures
• Monitor visitor information inboxes and phone lines
• Provide support and leadership to special events, programming, venue rentals, and other projects as needed
• Complete payroll approvals on the scheduling software, making any necessary adjustments to the schedules (i.e. PEL days, shift swaps, etc.)
• Be a point of contact for staff when it comes to time-off requests and scheduling feedback, liaising with the Visitor Experience Manager as appropriate
• Support the Visitor Experience Manager with ticketing and point-of-sale systems (admissions and retail, adjusting inventory, etc.)
• Support marketing and membership teams to compile visitor data and encourage membership purchasing and renewal
• Support exhibitions and curatorial teams, following their instructions when it comes to monitoring and maintaining artwork
• Complete daily opening and closing procedures (ex. turning exhibitions on/off, cash, retail, etc.)
• Complete all required paperwork promptly and accurately
• Be apart of the front-of-house staffs performance management with support from the Visitor Services Manager
• Uphold strict confidentiality regarding employee and organizational information, ensuring sensitive data/information is shared only with authorized individuals
• Must be able to stand and move around public areas of the museum for extended periods of time; some lifting may be required
• Must be able to work regular evenings & weekends
• Other duties as assigned by Visitor Services Manager and Director of Operations & HR

Skills, Knowledge and Expertise

• A minimum of two years experience in a customer service supervisory role
• Outstanding social, customer service and relationship management skills
• Post-secondary education in museum studies, hospitality, art history, or arts administration is 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
• Must be able to work regular weekends, evenings, holidays, and special events
• Experience ticketing/database software such as Agile an asset
• Ability to use Google G-Suite

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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