Assistant Manager of Visitor Engagement

TO BE CONSIDERED APPLY DIRECTLY TO https://honolulumuseum.org/pQ3viv/opportunities

Employment Status: Full-Time; Exempt

Job Summary:

Under the general guidance of the Head of Visitor Engagement, the Visitor Engagement Assistant Manager plays a vital role in delivering exceptional experiences for visitors to the Honolulu Museum of Art. This dynamic position oversees daily front-of-house operations and works closely with the café, shop, and security teams to strengthen cross-departmental communication and training, ensuring visitor needs are met with efficiency and professionalism.

The Assistant Manager also supports group sales and coordinates group experiences to further enhance visitor engagement. In addition, the Assistant Manager leads and supports Visitor Engagement staff and volunteers to foster a welcoming and inclusive environment while upholding high standards of customer service.

The Honolulu Museum of Art:

Opened in 1927, the Honolulu Museum of Art is a home for art and education created for the benefit of the entire community. Founder Anna Rice Cooke envisioned a museum that would bring people together through the power of art and “the deep intuitions that are common to all.” The museum was conceived of as a place of meaningful exchange and dialogue, celebrating the diverse artistic and cultural traditions of Hawai‘i’s multi-ethnic population. From this founding intention grew the museum of today, with a world-class encyclopedic collection of more than 55,000 works of art, representing a stunning breadth of places and eras, from all corners of the globe and from the ancient past to the present day.

To learn more about HoMA, please visit our website. https://honolulumuseum.org/pQprniN/about-us

Minimum Qualifications

• Associates or Bachelor's degree in hospitality, art, or other related field and at least 3 years of customer service experience, preferably in travel, hospitality, or museums, with at least one year in a supervisory role.
• Strong computer literacy, proficiency in Microsoft Office suite, and experience working with a Point-of-Sale (POS) system.
• Excellent communication skills, including written, verbal and customer service skills.
• Ability to relate to and assist a diverse range of people and remain calm and composed under pressure.
• Knowledge of managerial principles and practices.
• Ability to embrace evolving technologies and processes.
• Ability to take initiative, respond to changing conditions, and make appropriate decisions in challenging situations.
• Ability to work some special events throughout the year as needed.
• Second language skills.
• Honesty, integrity, and a strong work ethic supported by commitment, enthusiasm, and follow-through.
• Ability to work within and support a diverse community of visitors, artists, and employees.

Desired Qualifications

• Proven ability to lead and build the capabilities of a driven, bright, and diverse team in customer service roles.
• Related experience or knowledge in visitor engagement and membership experience.
• Japanese language skills.
• Working knowledge of Tessitura, Raiser’s Edge, or other Customer Relations Management (CRM) or ticketing software.
• Understanding of and dedication to advancing the Honolulu Museum of Art’s identity, vision, and values.

Essential Duties

• Collaborates closely with museum teams, primarily security, café, and shop, to ensure seamless visitor experiences and efficient operations.
• Coordinates with third-party partners such as Waikiki Trolley to fulfill contractual agreements, ensure service delivery standards, process invoicing, and maintain a high-quality visitor experience.
• Supports the development and implementation of departmental policies and procedures and maintains departmental standard operating procedures (SOPs) to reflect current policies and best practices.
• Designs, plans, and delivers training for Visitor Engagement Associates and department volunteers.
• Supports group sales and coordinates group experiences by responding to inquiries, managing group bookings, working closely with internal departments to tailor experiences, and communicating schedules and logistics clearly.
• Collaborates with tourism industry partners to promote and expand group visitation, ensuring that group visitors receive a high-quality, welcoming, and engaging museum experience.
• Supervises and maintains communication streams, including the main museum and ticketing lines, voicemail recordings, and email auto-replies, ensuring clear and efficient communication for all visitor inquiries and ticketed operations.
• Maintains proficiency in HoMA’s CRM and ticketing system processes, including admissions, ticket sales, membership management, and reporting.
• Ensures that accurate timekeeping and payroll data is posted.
• Conducts performance evaluations of direct reports on a regular basis, as well as delivering as needed corrections and training.
• Ensures department equipment needs are met and maintained, and that materials are ordered and invoices processed.
• Provides supervisory coverage at the museum’s front desk as needed.
• Demonstrates a commitment to fostering cultivating, and preserving a culture of inclusivity, diversity, equity, and accessibility through respectful communication and cooperation with others, continuous training, and the modeling of inclusive behaviors.
• In partnership with HR, supports the leadership team in ensuring equitable experiences, strengthening inclusion acumen and promoting a culture of belonging that embraces the contributions of all staff.
• Other duties as assigned.

Compensation

The Honolulu Museum of Art is committed to practicing salary transparency. The range for this position is $50,000 per annum to $55,000 per annum. Please note that pay range information is a general guideline only. Many factors are taken into consideration when setting pay, including education, experience, the external labor market, and internal equity. This opportunity includes a generous benefits package, including but not limited to:

• Fully covered medical, dental, and vision insurance for employees.
• 12 paid holidays.
• 15 days of vacation accrued in the 1st year, increasing to 20 days in the 2nd year.
• 15 days of sick leave accrued annually.
• Group retirement plans with employer matching after the 2nd year.
• Shop, Museum Café, and Art School discounts.
• Onsite parking provided.

Working Conditions and Atmosphere:

Work takes place in an office and indoor/outdoor environment. General hours are Monday through Friday, 8:00 a.m. to 6:00 p.m. with flexible scheduling as appropriate. Weekend and evening work may be necessary on occasion. Ability to operate general office equipment including computers, copiers, printers, etc. Ability to lift, carry, push, pull, up to 25 pounds of general office material or equipment. Ability to work some evening and weekend hours. 

The employee must be able to fulfill all Essential Duties with or without a reasonable accommodation. This job description is not designed to cover or contain a comprehensive list of all activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned, at any time with or without notice.

Inclusivity, Diversity, Equity, and Accessibility:

HoMA is proud to be an equal opportunity employer and is committed to providing equal opportunity for all employees and applicants. HoMA recruits, hires, trains, promotes, compensates, and administers all personnel actions and benefit programs without regard to race, color, ancestry, religion, sex, including pregnancy and gender identity and expression, national origin, age, disability, sexual orientation, reproductive health decisions, marital status, arrest and court record (except as legally applicable), citizenship, credit history, military and veteran service, victim of domestic violence or sexual abuse victim status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

The statements contained herein describe the scope of the responsibilities and essential functions of this position but should not be considered an all-inclusive listing of work duties and requirements. Individuals may perform other duties as assigned, including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.

HoMA maintains a policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals. This applies to both HoMA employees and applicants for employment with the Museum. Any form of harassment of any employee because of any protected status is prohibited.

TO BE CONSIDERED APPLY DIRECTLY TO https://honolulumuseum.org/pQ3viv/opportunities