Aspen Art Museum

General Purpose Statement

The Visitor Services Manager serves an important leadership position for the Visitor Services team. This role works in conjunction with the Development Department and also works closely with the Guide Manager to ensure a quality visitor experience is delivered by all guides and visitor service associates. The Visitor Services team is responsible for recognizing and greeting key museum stakeholders, the successful daily operations of the visitor experience, promoting and selling museum memberships, reception assistance, and security. This position must provide excellent customer service and a seamless operation of the guest experience at the museum.

Essential Duties and Responsibilities

• Oversee the Visitor Services desk and act as the main point of contact for visitors when they enter the museum
• Welcome, greet, orientate, and direct guests. Create a highly positive experience for guests by proactively assessing guests’ needs, answer questions, offer guidance, and relay accurate information about the museum.
• Must be able to recognize and properly greet major supporters of the museum Have comprehensive knowledge of the museum building and its history
• Must be familiar with and able to discuss the exhibitions, current and upcoming, and with all other museum functions and programs, including public programs, special events, educational programs, etc.
• Be familiar and able to discuss the building’s physical layout including galleries, restrooms, Café, Sculpture Garden, exits, elevators, and key architectural features.
• Stay current with daily schedule of events; communicate relevant information to other staff and event hosts/leaders upon arrival at the museum.
• Oversee the digital screens at Visitor Services and liaise with Marketing on their design and ensure correct information is displayed at all times
• Ability to work in a fast-paced environment and interface effectively with visitors in both conveying information and listening to their questions/concerns.
• As an active and visible leader, model how to achieve the AAM museum standards of service, welcome, engagement, and culture for all Guide Team Members.
• Answer and direct phone calls when needed to answer general questions about the museum, exhibitions, and public offerings.
• Oversee and staff the Visitor’s Service Desk seven days a week
Collect visitor feedback and comments for Development and the Guide Manager
• In case of Guide Manager’s absence: Give daily briefings to the Guide team prior to opening to the public, to ensure that the team is aware of the up-to-date on events, procedures, that may affect daily operations or the visitor’s experience.
• Make guide position and staffing changes on-the-spot
• Manually edit Guide Schedule to accurately reflect time worked on days Guide Manager is not in the office

Additional Duties

• Be able to work effectively with other frontline staff from the cafe, security, and museum store.
• Gently inform and remind visitors of security concerns (no touching, photography policy, no food or drinks, no large bags, no recording devices, etc.).
• When needed, have visitors place large bags and other objects inappropriate for the galleries in the coatroom.
• Ensure that the Museum’s rules and safety protocols are followed.
• Alert security personnel as needed to assure a safe environment for artwork and visitors.
• Assist in emergency situations with crowd control and evacuation.
• Sends routine correspondence to other staff members relaying visitor inquiries.
• Check in visitors with advance reservations and walk-ins. Record attendance and visitor contact info daily.
• Helps maintain inventory of printed materials and ensures signage is properly placed at the Visitor Services desk.
• Assist visitors with general local information (e.g., directions, cabs, places to eat).
• Sell and process museum memberships and be able to offer member benefit information.
• Ensure visitor entrance is thoroughly cleaned and presentable for the public.
• Assist Development with check-in for events

Knowledge, Skills, and Abilities

• Ability to represent the museum with a high level of integrity and professionalism, adhere to museum policies, and support management decisions in a positive, professional manner
• Ability to demonstrate professionalism and preserve confidential information.
• Act as a team player who works well with others and shows courtesy and respect to colleagues.
• Knowledge of AAM and department policies and procedures
• Ability to understand and follow standard operating procedures
• Knowledge of standard computer applications and programs, e.g., MS Office Suite
• Ability to read and interpret documents such as safety rules, product information manuals, and instructions
• Ability to provide excellent customer service and team skills
• Ability to be a self-starter and motivated during down times
• Ability to have rigorous attention to detail and accuracy
• Ability to demonstrate excellent communication skills both orally and in writing
• Ability to provide excellent customer service and conflict resolution skills
• Ability to remain calm in stressful situations and help resolve complaints with tact and courtesy.
• Ability to be both friendly and authoritative
• Ability to communicate effectively with individuals of varying social and cultural backgrounds
• Knowledge of security operations, safety practices in a business environment, and enforcement procedures.
• Dependability, flexibility, and adaptability in a dynamic event-driven environment Flexibility to work weekends and evenings as needed




Requirements and Qualifications



High School Diploma, Bachelor’s degree or equivalent from an accredited college or university is preferred. A minimum of two years’ experience in customer service and some experience in a leadership role, or any other combination of experience that provides the required knowledge, skills, and abilities may be considered.



Hours and Work Schedule



This is a salaried position requiring availability from Monday through Friday, 10a.m.– 6p.m. This position is exempt from the Fair Labor Standards Act and will not receive overtime pay for all hours worked in excess of forty in a seven-day workweek or over twelve hours in a day. Occasional night, weekend or holiday scheduled work is to be expected.

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