Visitor Services Assistant

Department: Visitor Services

Reports to: Visitor Services Manager

Classification: Hourly, non-exempt

Schedule: Part-time, up to 29 hours per week

Required: Weekend and evening availability is required

Pay Rate: $20.00 per hour

This is an onsite, Boston-based position. Local candidates strongly preferred. No agencies, please.

Isabella Stewart Gardner Museum Core Values

Isabella Stewart Gardner believed that art had the power to change lives and she built a beautiful, personal, and immersive Museum setting to do so. Today the Isabella Stewart Gardner Museum (ISGM) is a living embodiment of her bold vision; it’s a dynamic place where ideas and creativity in all its forms inspire visitors. Through exhibitions, music, programs, and performances we strive to tell new stories and challenge assumptions by engaging diverse voices and community members.

The Isabella Stewart Gardner Museum seeks to connect past with present, develop and sustain mutually beneficial partnerships with our local communities and artists, expand and diversify our audiences, and generate opportunities for creativity. We are firmly committed to creating both an inclusive work culture and a welcoming visitor experience. Our five-year strategic plan outlines the Museum’s core values, goals, and initiatives that serve as a renewal of Isabella’s promise for the Museum to be a place for “the education and enjoyment of the public forever.”

Position Summary

The Visitor Services Assistant (VSA) is responsible for providing world class service to individuals and groups visiting the Museum. The VSA initiates a warm greeting, suggests options to enhance a visitor's experience, guides visitors to their needs, and in doing all of this motivates the visitor to return. Additional responsibilities include working with the Museum's ticketing system, assisting with initiatives designed to better understand our visitors, and promoting programs.

Essential Functions and Primary Responsibilities

Customer Service Orientation

• Assist all members, groups, and visitors of the Museum with their ticketing and other needs, including general admission, planned tours, concerts, lectures, and other events.
• Inform visitors about Museum policies regarding bags, phone usage, photography, etc.
• Promote awareness of daily programming and visitor resources.
• Assist visitors at the Coat Room with coat, bag, and luggage check.

Protocols

• Arrive on time and be available for the duration of every scheduled shift.
• Complete opening and closing procedures efficiently and accurately.
• Attend all mandatory department training meetings.
• Operate the Museum’s ticketing terminals at the Admissions Desk efficiently and accurately.
• Adhere strictly to the Museum’s cash and credit handling procedures.
• Maintain confidentiality.

Demeanor and Interpersonal Relationships

• Act as a friendly and approachable presence at all times in the Museum.
• Actively seek to guide and support Museum visitors.

Problem Solving, Teamwork, and Collaboration

• Negotiate and resolve visitor concerns or problems; handle conflict-laden and/or stressful situations tactfully, respectfully, and with cultural competency.
• Provide knowledgeable assistance to visitors seeking information about the Museum and its surrounding areas.
• Work cooperatively with others on the team and with staff from other departments.
• Perform other duties as assigned.

Required

• Only applicants with weekend and evening availability will be considered for this position. Evening work is required for events and exhibition openings. We are also hiring for Thursday evenings. (Visitor Services Assistants can expect an approximate minimum of 2-3 evenings required per month.)
• Every Visitor Services Assistant needs to work at least two shifts per week, with at least one shift being on a weekend or evening.
• Must be 18 years of age or older.
• High School diploma or equivalent.
• Dependability and punctuality are essential.
• Outstanding hospitality skills and the ability to engage directly with a diverse group of visitors from around the world. You must be able to tactfully handle stressful situations and negotiate or resolve problems.
• Fluency in English.
• Strong computer skills, including Google Workspace.
• Ability to work onsite for all shifts (no remote work).
• Ability to stand and also to sit for long periods of time.
• Some moderate lifting and repetitive movements required (i.e., handling and hanging coats, bags, and luggage weighing up to 30 pounds).
• Working conditions include a lobby that is subject to temperature fluctuations depending on the outside weather. The VSA may be stationed outdoors to guide and greet visitors, which may require standing in hot/cold temperatures or precipitation.
• Commitment to advancing the ISGM’s strategic goals and values.
• Legal authorization to work in the United States.
• Must complete a pre-employment background check to the Museum's satisfaction.

Desirable

• Museum and/or non-profit experience.
• Mandarin and/or Spanish language skills.
• Prior customer service or cash handling experience.
• Knowledge of Tessitura CRM system.
• Interest or academic background in art, art history, horticulture, architecture, and/or music.

COVID-19 Protocols

All employees of the Isabella Stewart Gardner Museum are required to provide their COVID-19 vaccination status. If you are not vaccinated, you will need to participate in an interactive process to request a religious or medical accommodation and to submit weekly test results, in addition to following other federal, state and CDC recommendations.

Equal Opportunity Employer

The Museum is committed to affording equal opportunity to qualified individuals regardless of race, color, religion, age (40 or older), disability, national origin, sex, gender identity, sexual orientation, genetic information, pregnancy, childbirth or related conditions, ancestry, or status as a veteran. Consistent with our core values and our founder's legacy, the Museum is dedicated to building a work community that fosters collaboration, excellence, belonging, and a diversity of perspectives and experience.

Request an Accommodation

Applicants with disabilities who are unable to fully access ISGM's online application system may contact us at [email protected] for assistance with a reasonable accommodation.