Topic ID #38469 - posted 6/28/2017 12:46 PM

Guest Experience Specialist at the Katonah Museum of Art




Reporting to the Deputy Director, Institutional Advancement and Administration, the Guest Experience Specialist’s (GES) responsibility is to support the full range of Guest Services activities including but not limited to attention to existing and future guest care initiatives, volunteer and Guest Experience Associate oversight, ADA/accessibility initiatives, retail operations, admissions, metrics, and public programming/special event staffing and coordination.  To achieve the highest standards of guest care and stay continually informed as both a Museum and guest advocate, the GES is expected to work closely with colleagues across departments to synthesize and translate all manner of KMA activity into functional and engaging plans for guests across in-person, online, and telephone channels.  As part of his/her hospitality role, the GES will also ensure that the Katonah Museum of Art’s administrative and public spaces are impeccably kept. This position requires availability on weekends and on occasional evenings, and holidays.




·         Assist with hiring, training, scheduling, coaching, and organization of Guest Experience staff

·         Co-monitor all public information and guest accommodations, including signage, phone tree, website, and other public-facing materials for accuracy and effectiveness

·         Oversee Admissions Desk and retail operations including all financial reconciliation

·         Serve as a Guest Experience point person for accommodating guests with disabilities

·         Coordinate with Education, Development/Special Events, KMAA and other departments to update internal KMA calendars and execute programming

·         Conduct daily walkthroughs of KMA and exhibition spaces and respond to issues accordingly

·         Regularly check and respond to info@, jobs@, and specialevents@ emails

·         Schedule, organize, and co-lead Guest Experience Department trainings including pre-exhibition tours for staff and volunteers

·         Respond to and report on all guest comments/complaints/compliments and create a Comment Analysis Report at the end of exhibitions and special events upon request

·         Update information binders and manuals at Admissions Desk

·         Create and circulate weekly attendance and retail reports

·         Order office supplies and provide general administrative support

·         Undertake special projects that help advance the GE Department as directed by KMA leadership

·         Attend to cleaning of front- and back-of-house spaces




·         2 years frontline customer service and staff/volunteer oversight experience

·         Cash handling and reconciliation expertise

·         Knowledge of ticketing software helpful

·         Ability to maintain a level-head and exercise good judgment during chaotic situations

·         Positive, problem-solving attitude essential

·         Adept at handling a variety of detailed tasks simultaneously in a fast-paced environment

·         Detail orientation with excellent organizational/follow-up skills

·         Flexible and adaptable work style

·         Experience in the tourism and hospitality industry, museum education, and foreign languages a plus

·         Computer proficiency including Microsoft Word, Office and Excel




Interested candidates should submit a cover letter, CV, and salary requirements to Please include “Guest Services Specialist” in the subject line.


The Katonah Museum of Art is an equal opportunity employer and considers all candidates for employment regardless of race, color, gender, age, national origin, creed, disability, marital status, sexual orientation or political affiliation.

About the Katonah Museum of Art:  Accredited by the American Association of Museums, the Katonah Museum of Art originates three to four exhibitions annually which explore ideas about art, culture, and society—past and present. The founders’ decision to be a non-collecting institution resulted in a dynamic and flexible exhibition program, which remains one of the most distinctive features of the KMA. The KMA offers lectures, films, workshops, concerts and other events for a general audience. In addition to its visual arts program, the KMA hosts lectures, workshops, international trips and concerts and presents innovative programs for over 100 member schools. Annual attendance is approximately 30,000 people.


The Museum is located at 134 Jay Street, Katonah, NY 10536. The Museum hours are: Tuesday through Saturday from 10 AM – 5 PM, Sunday from 12 PM – 5 PM, closed Monday. General admission: $10 adults, $5 seniors & students. Members & children under the age of 12 always enter free. 

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