The Portland Art Museum and Northwest Film Center (referred to as Museum) invites applications for the position of Visitor Services Associate (VSA). The VSA works as part of a team to create and maintain a welcoming, informative, safe, inclusive, and friendly experience for all visitors. Staff in this role proactively engage with Museum visitors providing exceptional customer service while upholding the values of the Museum (creativity, connection, learning, accessibility, and accountability). The VSA works in various locations throughout the museum including gallery spaces, lobbies, and admissions desks. All VSA’s will be cross-trained in visitor orientation and ticketing, safety and customer service. The role reports to the Head of Visitor Services.
The current COVID-19 crisis has resulted in severe and unprecedented disruptions to revenue generation at the Museum. Currently, the Museum has recently reopened to visitors and the Institution is running on reduced staffing levels. The task ahead is not easy, but a challenge our staff are taking on with a deep commitment to the mission. The successful incumbent in this role will be willing to enter the situation with energy, flexibility, and a vision to overcome obstacles. This position requires a desire for understanding and adhering to COVID-19 safety protocols set forth by the Museum at all times. Masks are required indoors per the state mandate. In addition, the Museum’s intent is to move toward requiring COVID-19 vaccinations for staff with verification of vaccination status. Accommodations available for staff under the ADA.
Equity, Inclusion and Accommodation
The Museum and Film Center strives to be an inclusive institution that facilitates respectful dialogue, debate, and the free exchange of ideas. With a deep commitment to artists – past and present – and freedom of expression, the Museum and Film Center’s collections, programs and staff aspire to reveal the beauty and complexities of the world, and create a deeper understanding of our shared humanity. We are a Museum for all, inviting everyone to connect with art through their own experiences, voices, and personal journeys. We are committed to advancing equity and inclusion by creating a diverse and inclusive workplace. We will continue learning as we work to evolve as an Institution, recognizing that this journey has no end and our commitment must remain. We have an active equity team currently engaged in a journey to examine our internal culture and the work we do through an equity lens. We look forward to having all colleagues join and contribute to this important work. Learn more at https://portlandartmuseum.org/portland-art-museum-announces-equity-statement/.
The Museum and Film Center are equal opportunity employers, committed to a policy of non-discrimination in employment on any basis including age, sex, color, race, creed, national origin, religion, marital status, sexual orientation, gender identity, political belief, disability or any other legally protected status. We are committed to the full inclusion of all qualified individuals. As part of this commitment, will ensure that persons with disabilities are provided reasonable accommodations to participate in the application, interview, and hiring process. Alternative formats of this application are available upon request. If reasonable accommodation or an alternative form of this application are needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at firstname.lastname@example.org or 503.276.4358.
The Portland Art Museum is an Equal Opportunity Employer. Black, Indigenous, and People of Color (BIPOC), immigrants, women, LGBTQ+, and individuals with disabilities, please apply!
Essential Duties & Responsibilities
Customer Service and Admissions:
- Provide exceptional customer service in daily face-to-face interactions with museum visitors and uphold an environment that is welcoming, friendly and approachable.
- Proactively engage and interact with the public by providing information regarding museum content, programs, films, membership, ticket availability and campus layout.
- Sell tickets and memberships.
- Scan tickets at admissions and special events.
- Collect contact information from visitors that is required for marketing and reporting purposes.
- Perform daily procedures which includes placing and setting-up stanchions, and signage throughout the museum, making announcements to visitors, stocking brochures, and maps and ensuring galleries are vacated at the end of the day.
- Perform cash drawer reconciliation at beginning and end of shift.
- Answer museum phone calls and emails to provide assistance with ticketing inquiries and general information.
- Maintain an orderly shared workspace.
Visitor and Staff Safety
- Ensure mandated COVID safety procedures are being followed at admissions and throughout the Museum. Take action, with people-first language, to reinforce proper mask wearing and social distancing.
- Monitor visitor capacities in galleries.
- Work with the Protection Services Department to safeguard visitors and art by observing activity in the museum and remind visitors of safety measures.
- Assist Protection Services with facilitating emergency protocols ensuring visitor safety during gallery evacuations and First Aid response.
- Complete all required training, including but not limited to: visitor orientation, customer service, visitor engagement, safety training (CPR certification, AED training, emergency response), collection and program training, equity and inclusion, and access training.
- Covid -19 safety training
- Altru CRM/Database and ticket sales training
Secondary or Additional Responsibilities
- Participation in Committees.
- Performs other related duties as assigned.
- Support the Museum’s mission, vision and core values of creativity, connection, equity, learning, accessibility and accountability.
- Contribute to and support the PAM strategic plan, annual priorities, and institutional initiatives such as diversity, equity, inclusion and access.
- Contribute to a positive organizational culture based on mutual respect, a spirit of collegiality, cooperation, and openness to many perspectives.
- Participate in a culture of ongoing learning, collaboration, innovation, creativity, and community engagement.
- Use the equity lens in decision making. Promote equity and inclusion goals and have a “people first” mindset.
Required Knowledge & Skills, Education, Formal & Informal Experience, Training Required, Certification, Etc.
If you have any questions along the way including wanting to talk about a non traditional career background, please reach out to HR.
- High school diploma, GED or equivalent combination of education and experience
- 1 year or more previous experience in a high traffic customer service setting; hospitality, retail, attractions, or cultural organizations preferred not required.
- Spanish language and ASL preferred, but not required.
- Enthusiasm for helping people and for the Museum’s mission and vision.
- Must possess excellent interpersonal and verbal communication skills. Comfortable with presenting information to large and small groups of people in a public setting.
- Be respectful of diverse identities. Comfortable with and desire to engage with all visitors.
- Identify and positively resolve visitor issues in the moment; strong decision making and judgement skills necessary. Knowledge of unconscious bias and awareness of microaggressions.
- Actively participate in promoting the Museum’s equity and inclusion and access goals.
- Must use discretion with confidential information.
- General familiarity with Microsoft Office Suite and Google platforms.
- Experience with point of sale systems and cash handling experience preferred.
- Role requires staff to remain stationary for prolonged periods of time and includes movement through the Museum.
- Role requires occasional time working outdoors to assist and provide information to visitors who may be waiting in line to enter the Museum.
- Schedule/Hours: Wednesday-Sunday 9:00am - 5:30pm. Days and hours subject to change based on museum need.
- Overtime: as needed, 4 hour minimum work schedule.
- Works with technology to facilitate admission and safety, including computers, ipads, scanners, and two-way radios.
- Works directly with the public.
- Work with chemicals (cleaning for COVID-19 purposes).
- Must be available to work weekends, holidays, and special events.
- Role requires the incumbent to remain stationary for prolonged periods of time and includes movement through the Museum.
- Lifting up to 20 lbs
- Walking & climbing stairs
- Use of fingers
- Repetitive motion of hands/wrists
About the Portland Art Museum
Founded in 1892, the Portland Art Museum is one of the oldest art museums in the United States and the oldest in the Pacific Northwest. The Museum’s collection of 42,000 objects reflects the history of art from ancient times to today. The collection is distinguished for its holdings of arts of the native peoples of North America; modern and contemporary art; Asian and American art; photographs, prints, and drawings; and English silver.
With more than 112,000 square feet of gallery space, the Museum ranks in the top 25 museums in the country with the most gallery and exhibition space. An active collecting institution, the Museum dedicates 90 percent of its gallery space to its permanent collection. In addition to its permanent collection, the Museum is recognized for its special exhibitions and intimate exhibition series, including the APEX program, a contemporary art series, and presentations in the Gilkey Center galleries.
Annual membership consists of 16,000 member households, representing more than 92,000 individuals. More than 350,000 visitors are welcomed annually, including more than 50,000 schoolchildren.
The Museum’s annual operating budget is approximately $13.5 million.
About the Northwest Film Center
The Museum's sister organization, established in 1971, the Northwest Film Center is a Portland, Oregon-based year-round organization and space where artists and audiences explore our region and the world through cinema and cinematic storytelling in all its forms.
Our mission is to expand the reach of cinema as an art form and challenge for whom, by whom, and how stories can be told. Through our screenings, events, guest speaker programs, classes, and workshops, audiences and artists form vital connections that bind our community and encourage a more vibrant, accessible, and diverse media-arts ecosystem.
The Northwest Film Center acts as an advocate for pioneering filmmakers and artists, giving a platform to voices that might not otherwise be heard and serves as a catalyst for cultural appreciation, conversation, collaboration, and community-building around new ways of seeing locally and globally. For more information, visit www.nwfilm.org.
- This role is non-exempt/hourly, full-time status.
- Compensation range $14.00 - $15.75 per hour, depending on experience. The role is in pay grade B (Min $14.00 - Mid $15.75 - Max $17.50).
- The role may qualify for shift differential if evening hours are scheduled. Evening hours will be compensated at an additional $1.00 per hour above the employee's regular rate of pay.
- Eligible for a $500 hiring bonus to new hires who join the team October 1, 2021 - January 31, 2022, and stay with the Museum 6+ months.
- Affinity groups -- BIPOC & White Learning Space
- Buddy system for BIPOC new hires
- Annual BIPOC TLC retreat
- Health Care (medical, dental, vision, pharmacy)
- Life Insurance (employer-paid life, AD&D, and long-term disability insurance & employee paid voluntary life and short-term disability)
- Retirement (401k plan, after 12 months service and a minimum of 1000 hours)
- Paid Time Off (6 paid holidays, 2 floating holidays to allow employees to meet their own religious observances and uphold value of equity and inclusion, vacation time, sick time, jury duty, and bereavement leave)
- Flexible spending accounts
- Employee assistance program: free, confidential counseling for employees and family
- Discounted TriMet or C-Tran passes
- Bike to work benefit
- Complimentary admission to the Museum for employee and guest(s) accompanied by you
- Access to Museum lectures and programs
- Discounts at Museum Shop
- R.E.A.P (Reciprocal Employee Attraction Pass) card for full and part-time employees, providing free general admission to local destinations
Application Process for Visitor Services Associate
Apply online at: www.portlandartmuseum.org/careers, follow the link to create a profile.
In order to be considered eligible all submissions require a resume, cover letter, and application questions answered. Incomplete applications will not be considered. The Museum engages an equity hiring committee to review applications.
For questions or accommodation please contact email@example.com.
Please do not delay in applying. We are looking for an incumbent to begin this role as soon as possible.
Closing date: Open until filled