Assistant Manager, Visitor Experience

2 weeks ago


Toronto, Canada Harbourfront centre Full time

**The Power Plant**
**Application Deadline: March 22, 2024**

The Power Plant Contemporary Art Gallery at Harbourfront Centre is Canada’s leading public gallery devoted exclusively to the art of our time and is recognized as an important centre for contemporary art in North America. Since 1987, The Power Plant’s mission has been to create an open culture and community for people to be face-to-face with thought-provoking contemporary art and ideas. We have a culturally diverse workforce and audience whose lives and communities we seek to enrich through encouraging exploration of self and society. More than a gallery, The Power Plant is a community hub that caters to adults, youth, and children through broad and unique programming. To learn more about us, please visit thepowerplant.org.

We are currently seeking a dynamic, organized and people-centric **Assistant Manager, Visitor Experience** to play a key role in building and developing a welcoming visitor experience that fosters the engagement of diverse audiences with contemporary art in meaningful ways, as well as to implement new standards and protocols for hosting visitors.

**Position Title**: Assistant Manager, Visitor Experience

**Reporting to**: Interim Director, The Power Plant and then in fall 2024 to the Head, Communications, Marketing & Visitor Experience

**Direct Reports**: Lead Gallery Attendants, Gallery Attendants and Volunteers

**Type of Employment**: Contract, duration of 12 months to cover a parental leave

**Hours of Work**: 35 hours per week

**Location**: Toronto

**Duties**:

- Champions a progressive visitor experience and a welcoming environment for diverse audiences to enhance opportunities to engage with contemporary art in meaningful ways.
- Implements and oversees welcome, information dissemination, and drives the collection and processing of visitor statistics and surveys with monthly reports.
- Works to ensure visitor satisfaction and optimal visitor experience.
- Manages the front of house design alongside contributing teams.
- Coordinates all aspects of front of house operations by maintaining, reviewing, and enhancing procedures and ensuring that these protocols are followed in daily operations.
- Monitors incident reports, security issues and exhibition equipment with Head of Installations and Facilities and Registrar.
- Updates program and exhibition informational signage in consultation with Marketing & Communications staff.
- Recruits, hires, trains, schedules, coaches and evaluates Lead Gallery Attendants and Gallery Attendants.
- Leads daily briefings with gallery staff, performs regular checks throughout the day to ensure that the gallery is operating smoothly, and provides coverage as a LGA when required.
- Acts as receptionist during office hours and installation periods responding to general inquiries, welcoming guests for appointments, processing mail, and performing other office duties as assigned.
- Coordinates, schedules and leads tour bookings.
- Coordinates front-of-house staff and volunteer support in galleries during public programs and members’ and fundraising events.
- Recruits, trains, and schedules volunteers. Ensures timely distribution of incentives for recognition of volunteer benchmarks. Assists with Harbourfront Centre annual volunteer recognition event.
- Provides evening and weekend event support with check-in and other duties as needed.
- Supports various special projects when required.
- Responsible for merchandising the in-person Shop, including styling and updating shop displays and vitrines, maintaining merchandise storage and store processes, Square (retail software), online shop and inventories.
- Coordinates on-site and online retail by ordering publications, merchandise and supplies, ensuring accurate cash handling, financial reconciliation, inventory controls and facilitating deliveries.
- Selects/ orders publications and additional merchandise for sale, including consignments, with input from Curatorial Affairs.
- Assists with development and distribution of artist-designed merchandise and/or limited editions.
- Cultivates relationships with book distributors, keeping them current woron available titles, negotiating prices, invoicing, and coordinating shipping.

**Requirements**:

- A postsecondary degree in Hospitality, Customer Service, Museum Studies or related field.
- 3 to 5 years of visitor or customer service experience in a management capacity, preferably in a museum or visitor attraction setting.
- Strong engagement with and knowledge of visitor service principles, practice and museum/attraction audiences.
- Ability to work independently and coordinate multiple tasks with tight deadlines.
- Familiarity with office systems and technical aptitude to operate office equipment (computer hardware and software, POS machine, audio/visual and exhibition equipment).
- Detail-attentive.
- Strong interpersonal and communication skills to supervise diverse staff and volunteers an


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