We are looking for a Visitor Operations Supervisor to join our team. This Supervisor will work, on average, between 30 and 39 hours a week and will be offered the DAM’s benefits package.

Our Supervisors maintain an active presence in and around the galleries, provide support and coaching to our staff, and work to support the goals of our department, which are as follows:

  • Make all visitors feel welcome and well cared for
  • Keep people and artwork safe
  • Help visitors experience the museum in ways that will engage, delight and inspire them
  • Foster an environment in which team members feel valued, supported and empowered

This position’s primary responsibilities are to …

  • Maintain an active presence in and around the galleries during regular operations and events, evaluating, supporting and coaching Gallery Hosts and Visitor Operations Assistants and observing visitor behavior and interactions and overall gallery operations
  • Frequently communicate with the rest of the Visitor Operations leadership team about staff performance and operational issues and opportunities and complete required documentation and participate in meetings to facilitate this
  • Manage the response to a variety of routine and high-stakes incidents, including art tamperings, medical situations, fire emergencies, and lost children, among others
  • Pro-actively communicate with Visitor Operations staff and other DAM team members in advance of and during events regarding staffing needs and other logistics to ensure smooth event operations
  • Supervise the opening and closing of the galleries, ensuring the galleries and campus are ready for visitors in the morning and secured in the evening
  • Acquire and maintain in-depth knowledge of relevant policies and procedures
  • Champion and model the DAM’s customer service and visitor engagement philosophies, ensuring total compliance among Visitor Operations staff
  • Address and resolve visitor needs, concerns and complaints in a positive, timely, and appropriate manner
  • Help lead daily Huddle meetings, relaying timely information to team members, facilitating training modules, and answering questions
  • Assist in training new Visitor Operations employees
  • Cover Gallery Host and Visitor Operations Assistant posts, as needed
  • Assist with administrative tasks, as needed
  • Other duties as assigned

Qualifications

Visitor Operations values people who are …

  • Excited about ongoing learning & development
  • Professionally mature and responsible
  • Positive and authentic
  • Strong and savvy communicators
  • Flexible and adaptable

 

Additionally, the right person for this role …

  • Is able to work a flexible schedule—including days, evenings and weekends
  • Has prior experience coaching and training employees
  • Possesses exceptional customer service skills and instincts
  • Is comfortable with and adept at responding to high-stakes situations
  • Is interested in a position that involves being “on the ground” in a fast-paced operation
  • Believes that a positive culture is critical to the success of a team
  • Is technologically adept with computers and tablets
  • Has Spanish language skills

LICENSES/CERTIFICATIONS: Visitor Operations Supervisors are required to be certified in American Red Cross First Aid & CPR, and the museum will provide the training to achieve this certification. Supervisors also must obtain a Merchant Business Guard License from the City and County of Denver .

EQUIPMENT USED: Two-way radio; First Aid / CPR supplies; AED; Personal Computer; iPad; Flashlight

PHYSICAL REQUIREMENTS:

  • Ability to be on feet for long periods of time
  • Ability to lift 10-25 pounds
  • Ability to drag 150-pound person for minimum of 25 feet
  • Hear a normal conversation, or radio traffic in a typical environment
  • Ability to lift and operate to discharge a 10lb fire extinguisher
  • Ability to climb building stairs, a minimum of 3 floors without stopping in 90 seconds
  • Standing; walking; carry; pushing; climbing; balancing; kneeling; crouching; stooping; reaching handling; seizing; grasping or otherwise working with hands; fingering, picking, punching or otherwise working with fingers; feeling; talking; hearing; repetitive motions; eye / hand / foot coordination to adequately perform all required duties
  • Ability to see distance and space relationships
  • Ability to see peripherally; the ability to distinguish and identify different colors.
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