Art Gallery of Ontario
Assistant Manager, Visitor Welcome
Temporary Part-Time
(Up to 24 hours per week; must be available to work weekdays, evenings and weekends. Work week includes a minimum of one evening: Wednesday or Friday, and one weekend shift per week, including during the holidays.)
ART + AUDIENCE + LEARNING
Located in Toronto, the Art Gallery of Ontario is one of the largest art museums in North America, attracting approximately one million visitors annually. The AGO Collection of more than 120,000 works of art ranges from cutting-edge contemporary art to significant works by Indigenous and Canadian artists and European masterpieces.
We are currently seeking an Assistant Manager, Visitor Welcome to join our Visitor Experience team. Under the direction of the Associate Director, Visitor Welcome, the incumbent will manage the visitor and member experience on a day-to-day basis with an emphasis on membership sales, renewals and upgrades. They will determine/assign tasks and manage Visitor Welcome staff and volunteers, coordinate the delivery of all visitor experience and member support services. They will respond to and solve customer service issues; liaise with Visitor Experience operations, Contact Centre, Group Sales and other departments to facilitate smooth flow of gallery programs and access. The Assistant Manager, Visitor Welcome will assist and provide insights in the development of an overall customer centric strategy and program for enhancing Gallery services for all visitors.
What is this position responsible for?
• Manages direct reports in the delivery of departmental services to visitors and members. Determines and assigns work priorities based on service requirements. Manages recruitment to ensure correct staff compliments within set budgetary targets. Trains staff in proper procedures and policies. Participates in the development and delivery of employees and volunteers training and documentation, ensuring new employees and volunteers have the necessary information to perform assigned tasks. Actively monitors and manages staff performance. Manages timecard recording, approval and submission to Payroll for processing.
• Manages and delivers the Front-of-House Membership program with emphasis on sales, renewal and upgrades.
• Work closely with Visitor Experience Operations to ensure consistent responses from all areas.
• Manages and organizes the Visitor Welcome Volunteer Program which includes: coordinating the Information Guide/Audio Guide/Special Exhibition Guide activities ensuring sufficient number of trained guides are available; addressing human resource and scheduling issues, preparing and distributing resource materials on special exhibitions and the permanent collection; preparing volunteer placement descriptions; liaising with the Volunteer Centre regarding recruitment initiatives; screening applications, interviewing and selecting new volunteers; and providing quarterly volunteer meetings and following up on action items as required.
• Maintains the accuracy of the databases (Tessitura) by ensuring staff are capturing name/address/phone/email changes correctly and duplicate accounts updated; verifies database reports, investigates errors and discrepancies and takes corrective action.