Museum Experience Manager

Museum of Solutions
Museum Experience Manager
Job Description
Work Type: Work from Office
Location: Mumbai
Position: Full time
Department: Operations & Visitor experience

About MuSo
Museum of Solutions (MuSo) aims to empower children to become critical thinkers, innovators, and problem-solvers. Through immersive exhibits, MuSo provides an inclusive space where children can explore diverse methodologies and develop their ideas to make a positive impact on the world. Children are encouraged to question, collaborate, and dream together, while partnerships are fostered to develop solutions. MuSo creates unique journeys for each child, rooted in reality, and inspires them to take action to solve global challenges.

About the role
The Museum Experience Manager is a key professional responsible for ensuring that the visitor experience is child-based, accessible to a wide audience, and reflects the mission of MuSo. They will be supervising the Museum Experience Associates and museum volunteers to ensure and support sufficient staffing coverage in exhibit spaces. This role combines elements of hospitality, education, operations, and guest services to create an engaging and educational environment for museum-goers.

They have overall responsibility for overseeing and coordinating daily floor operations to enhance visitor engagement, satisfaction, educational impact, and safety by maintaining exceptional standards of customer service, cleanliness, and physical appearance of all publicly accessible spaces. They have to work closely with cross-functional teams, including curators, educators, operations staff, and guest services personnel, to ensure that the museum provides a seamless and enriching experience for all visitors.

The Visitor Services Supervisor handles customer service issues, ensures museum standards for cleanliness, and demonstrates exemplary customer service and visitor engagement to create a welcoming and inclusive environment. The majority of work hours for this position are spent in public spaces of the museum in direct interaction with the public.

Specialty duties
This manager position provides ongoing coaching and mentoring of Museum Experience Associates and volunteers who benefit from a supported employment environment.

Key responsibilities
Guest experience and visitor engagement service enhancement:

• Be an ambassador for MuSo; ensure that every guest's experience at MuSo meets or exceeds expectations, specifically through inclusive, culturally appropriate, positive, and memorable interactions with a friendly and sincere approach.
• Provide excellent customer service to daily visitors along with developing and implementing strategies to enhance the overall visitor experience, ensuring it aligns with the museum's mission and goals.
• Manage and respond to visitor concerns, comments and complaints, incidents and accidents (onsite, email, or phone), including first-aid, questions, and concerns as they arise.
• Interact with guests (adults and children) to confirm excellent experiences.
• Oversee the museums front-line staff such as Museum Experience Associates, Receptionist, event coordinators, including hiring, training, and hands-on supervision in providing exceptional customer service to visitors.
• Assign breaks, lunches, and duties to the Floor, Entrance, and Volunteer staff.
• Take the lead in emergency situations and safety issues.
• Ensure the museum’s safety and security, and cleaning/sanitizing procedures are communicated to and followed by Floor Staff.
• Serve as the Floor Manager when the museum is open to the public.
• Lead and/or participate in internal meetings to support the needs of specific audiences, such as school/camp groups and special needs.
• Stay updated with current trends in museum engagement and incorporate innovative technologies and techniques into programs.

Facility & Exhibit area Management:

• Supervise and oversee operations at reception, ticketing, exhibit floors, and all other relevant areas to ensure efficient functioning.
• Oversee and assist Floor staff in maintaining opening and closing standards.
• Oversee and assist Floor staff in maintaining open hour’s standards.
• Update cleanliness standards as needed based on changes to the museum and/or its procedures.
• Conduct regular facility rounds to identify any maintenance or operational issues.
• Oversee the maintenance and upkeep of exhibits and play areas with the Facilities Manager to ensure they are safe, functional, and engaging.
• Maintain checklists to ensure that all necessary tasks are completed and nothing is overlooked.
• Report issues or concerns to relevant personnel and ensure they are addressed promptly.
• Follow up on the resolution process to ensure timely completion.
• Maintain various records, formats, and documentation related to operations, inventory, and events.
• Plan and execute the installation and dismantling of temporary and permanent exhibits.

Staff Planning & Management:

• Train and manage a team of staff, including educators, museum experience associates, and front-line personnel.
• Provide guidance to staff on effective communication with children, engaging teaching techniques, and ensuring a safe environment.
• Schedule and manage staff shifts, leaves, and work-offs.
• Conduct zone-wise briefings to update facilitators and staff on required information.
• Ensure proper procedures are followed during opening and closing times by the staff of that particular area.
• Conduct daily meetings with the operations staff and related departments to discuss performance, feedback, expectations, and action plans.
• Ensure facilitators adhere to grooming standards.
• Coordinate with various museum departments, such as marketing, operations, and education, to ensure a cohesive and coordinated visitor experience.
• Manage entries and logistics for school groups, parties, and other events.
• Coordinate facilitators' roles during these events.

Schools, Events & Workshops

• Conduct scheduled educational programs, workshops, or demonstrations that align with the museum's mission and educational goals.
• Manage groups of children from schools, birthday parties, and other special activities.

Safety / Security

• Provide a safe environment for all guests, specifically for children.
• Communicate any safety/performance issues regarding exhibits and components.
• Adhere to all policies and procedures of MuSo.
• Assist guests in case of an incident or emergency situation.
• Take ownership of the safety of the facility and report and follow up on any repairs, or changes needed.
• Attend training and be prepared to perform emergency procedures (i.e., fire evacuation, accident reporting, etc.).

Other Responsibilities

• Work with other colleagues, proactively contribute to the success of any special events and programs.
• Work effectively with volunteers/temporary staff (many of whom are expected to be students who are not likely to have extensive work experience).
• Perform other duties and be involved in projects and activities that contribute to the achievement of MuSo’s objectives.

Traits & Characteristics

• Self-starter and self-motivated; thrives working in a team-oriented and collaborative environment.
• Lots of positive energy; respectful of diversity; patient; empathetic; friendly; kind.
• Interest and enthusiasm for working with children and families.
• Adaptable to perform a variety of duties.
• Excellent communication skills and ability to interact positively with children, adults, and large groups.
• Experience working in a fast-paced, high-volume environment.
• Ability to work with diverse staff and guests.

Physical Demands

• The role is expected to be physically demanding and the candidate must have the physical and emotional capacity to deal with the role’s requirements.
• This position requires the ability to do one or more of the following throughout the day: stand, sit, walk, bend, and reach above and below shoulder level, carrying objects of differing sizes. Involves frequent repetitive motion.
• The noise level in the work environment is highly variable, from quiet to loud.
• The working timings include morning and/or evening shifts. Weekends and holidays work required.
• Uniform/dress code required.

Visitor Analytics and Feedback

• Use visitor feedback to continuously improve the museum experience.
• Implement strategies to handle visitor inquiries, complaints, and feedback effectively.
• Develop action plans based on feedback to enhance the guest experience.

Required Qualifications & Traits

• Bachelor's degree in a relevant field such as Museum Studies, Arts Management, Education, or related discipline.
• A minimum of 5 years of B2C customer service experience.
• Previous experience working in a museum or cultural institution is highly beneficial. This can include roles in education, visitor services, or related areas.
• Strong leadership skills with experience managing teams and coordinating staff activities.
• Excellent communication and interpersonal skills to interact with staff, visitors, and stakeholders.
• Possess strong conflict resolution and problem-solving abilities to address operational challenges in and unexpected situations.
• Comfortable with multi-tasking and strong organizational skills.
• Ability to work weekends and holidays and some evenings.
• Bilingual is highly desirable.
• A genuine passion for education, art, history, or culture, and a deep appreciation for the role museums play in society.

Supervision
Under the direction of the Head of Operations of MuSo.