Assistant Manager, Visitor Welcome
Temporary Part-time
(Up to 24 hours per week; must be available to work weekdays, evenings and weekends. Must be available to work three full day shifts each week, including Sundays and rotating Wednesday and Friday day and evening shifts, and one other day per week. Managers work a rotating schedule which also includes working both Saturday and Sundays twice a month)
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.
AGO Values:
- Respect: We foster belonging and appreciate each other.
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Openness: We interact with an open mind and thoughtful engagement.
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Collaboration: We believe in the power of together.
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Accountability: We own our actions and outcomes.
We are currently seeking a Temporary Part-time, 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 delivery of all visitor experience and member support services. They will respond 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. They will assist and provide insights in the development of an overall customer centric strategy and program for enhancing Gallery services for all visitors.
The rate of pay for this position is $34.40 - $42.98 per hour.
What is this position responsible for?
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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.
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Manages and delivers the Front-of-House Membership program with emphasis on sales, renewal and upgrades. This includes: monitoring collateral and making recommendations on sales promotions, tracking and reporting sales data, briefing, motivating and coaching team to reach sales goals, as well as issuing tax receipts and membership cards, coordinating ticket process and reconciling daily sales. Under the direction of Visitor Experience Managers organize special events for membership and other selected events. Conducts events programming research, oversee ticketing and liaises with appropriate internal departments for event execution. Plans for additional staffing requirements and attends events as required.
- Work closely with Visitor Experience Operations to ensure consistent responses from all areas. Responds to and resolves customer and member requests, complaints and compliments. Conducts follow up for any front-of-house issues that are not dealt with at the time the client visits the Gallery. Receives and responds to general telephone inquiries as required. Responds to visitor or member demands including unforeseen traffic congestion, programming or scheduling problems. Refers serious or repeated issues to the Visitor Experience Managers as required.
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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.
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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.
What are we looking for?
- At least two (2) years of managerial experience in a customer service, box office, art gallery/museum and/or hospitality environments
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Comprehensive knowledge of Gallery exhibitions, cultural and special events, visitor reception and support services.
- Comprehensive knowledge of ticketing and membership structures, systems and processes.
- Detailed knowledge on technology hardware related to the entry of data information and issuance of tickets and processing of memberships.
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Well-developed interpersonal and public relation skills. Able to positively interface with senior personnel, AGO employees, volunteers, members, donors and visitors.
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Well-developed verbal and written communication skills.
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Post-secondary education in a related field.
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Directly related experience of implementing Front-of-House best practices for Museums, Art Galleries or other cultural/entertainment venues.
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Directly related experience managing, supervising, training and scheduling front-of-house part-time staff.
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Working knowledge of sales techniques and ability to motivate staff to sell and up-sell memberships, tickets, souvenir books and other products.
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Directly related and recent experience in membership sales and fundraising practices in a not-for-profit environment.
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Understanding of and commitment to superior client servicing.
- Extensive experience in computer programs such as Tessitura, Microsoft Office Suite.
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Well-developed organizational, administrative skills.
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Demonstrated ability to exercise sound judgement in a fast-paced environment.
What are the benefits of working at the AGO?
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Discounts to GoodLife Fitness.
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Free tickets to every major exhibit at AGO.
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Discounts to major attractions as a part of the Provincial/City Reciprocal Programs.
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Free admission to the AGO for friends and family, discounts at the gift shop, bistro, and Learning Centre.
If this sounds like the opportunity you are looking for, apply now!
Our commitment to Diversity, Equity, Inclusion and Accessibility:
At the AGO, we lead global conversations from Toronto through extraordinary collections, exhibitions, and programs, reflecting the diverse community we serve. Committed to fostering inclusion, diversity, equity, and accessibility, we embed these values into our strategic plan and ongoing priorities.
To Apply:
Please submit your resume and cover letter outlining your relevant experience and qualifications online at https://jobs.jobvite.com/ago/jobs/viewall. We thank all applicants for their interest in the position; however, only those selected for an interview will be contacted. Our Applicant Tracking System (ATS) uses AI features to support efficiency and consistency, but all hiring decisions are made by our managers and HR team.
The Art Gallery of Ontario is an Equal Opportunity Employer.
