Employment Opportunity: Visitor Experience Leads & Guides

Context

The Museum of Contemporary Art Toronto Canada (MOCA) is in a defining phase of its evolution, as it moves into a landmark heritage building and advances 20 years of exhibiting, collecting and nurturing innovative contemporary art and cultural practices.

In 2018, MOCA will open its 55,000 square foot purpose-designed home in a former industrial space in Toronto’s Junction Triangle. The museum will function as an inclusive cultural catalyst where artists and audiences can step into a wider world of contemporary art and be part of a global movement defined by new ideas and new forms.

The expanded MOCA will realize its vision through three major exhibitions per year accompanied by a cohesive set of complementary programs, 20+ artist production studios and a renewed commitment to the permanent collection. The institution will be unique in Toronto for putting artists and visitors at the core of its programming, while at the same time seeking international partnerships to encourage exchange and plurality.

Position Summary

Closing: August 4, 2018
Effective: August 2018
Employment Type: Contract – August 2018 – January 2019, with potential for extension
Reporting to: Visitor Experience Manager

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.
  • Visitor Experience Leads have the additional responsibilities of opening/closing the museum, scheduling and supervising the work of the Visitor Experience Guides & Volunteers, and being the main problem-solvers on duty.

The positions present 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 Visitor Experience Manager:

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

  • Check in, assign work, and create staff & volunteer break schedules (Leads)
  • Ensure the space is in impeccable condition to welcome visitors
  • Organize lineups and prepare for group visits
  • Assist with line-busting to ensure an efficient flow and pleasant welcome no matter how busy
  • 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:

  • A minimum of two years in a public-facing supervisory role (Leads)
  • 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 (reasonable accommodation 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

Compensation: $17-$20/h based on experience and position.

Please submit applications to visitorexperience@moca.ca

Applications must be submitted as one pdf including a letter of motivation and a 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 diversity in the workplace.

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