Visitor Services Associate

ABOUT THE LUCAS MUSEUM OF NARRATIVE ART The Lucas Museum of Narrative Art is dedicated to illustrated storytelling.  Founded by George Lucas and Mellody Hobson, the museum’s collection features works by artists including Norman Rockwell, Kadir Nelson, Jessie Willcox Smith, N. C. Wyeth, Beatrix Potter, Judith F. Baca, Frida Kahlo, and Maxfield Parrish; as well as comic art legends such as Winsor McCay, Jack Kirby, Frank Frazetta, Alison Bechdel, Chris Ware, and R. Crumb; and photographers Gordon Parks, Henri Cartier-Bresson, and Dorothea Lange. The Museum also houses the Lucas Archives, containing models, props, concept art, and costumes from Lucas’s filmmaking career.    Designed by Ma Yansong of MAD with a landscape by Mia Lehrer of Studio-MLA, the Museum is in Exposition Park, Los Angeles, on an 11-acre campus that includes new green space and a 300,000-square-foot building with galleries, two theaters, a library, restaurant, café, retail store, and community spaces.    

POSITION SUMMARY 

The Lucas Museum is deeply committed to delivering an exceptional and memorable experience for every visitor. The Visitor Services team plays a vital role in bringing this vision to life by creating a welcoming, engaging, and seamless experiences throughout the museum journey. 

Reporting to the Manager, Visitor Services, the Visitor Services Associate serves as a key member of the Museum’s frontline team and plays an important role in supporting the smooth day-to-day operations of the museum while helping create enriching and inclusive experiences for visitors. Associates may be assigned to a variety of areas throughout the Museum, including ticketing, cash handling, theater ushering, guest engagement, guided tours, wayfinding, and general visitor support. 

The Visitor Services Associate is expected to provide exceptional customer service, foster a welcoming environment for all guests, and serve as a knowledgeable ambassador for the Museum’s exhibitions, programs, and policies. 

This position is available as a full-time, part-time, and part-time seasonal opportunity.

RESPONSIBILITIES

• Serve as first point of contact and ambassador for all Museum guests, ensuring a welcoming and positive visitor experience while delivering exceptional service to both internal and external stakeholders 

• Maintain a thorough understanding of the Lucas Museum’s policies, programs, and offerings, tailoring communication to visitors to aid them in navigating their experience 

• Perform assigned workstation responsibilities which may include but is not limited to ticketing, queuing, cash handling, theater ushering, guest services, guided tours, or other front-of-house assignments 

• Promote, sell, and provide support for ticket sales and membership programs 

• Share relevant information to colleagues, members, and visitors through clear communication 

• Ensure all publicly accessible spaces are impeccably clean and visitors act in accordance with the Museum’s policies, escalating issues to the Visitor Services management team as needed 

• Collaborate Support special Museum initiatives including events, VIP tours, public programs, and more 

• Participate in department training sessions, cross-functional collaborations, team meetings, and organization-wide initiatives to support operational excellence and a positive visitor experience 

• Performs additional duties, special projects and assignments as requested by the Visitor Services management team 

Core Competencies

Analytical Rigor: Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision. 

Courageous Communication: Intentionally works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible. 

Collaborative Excellence: Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders. 

Adaptive Resilience: Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity. 

Inclusive Interaction: Actively contributes to an environment in which all employees feel a sense of belonging, valued for their differences and empowered to participate and contribute freely. 

 

QUALIFICATIONS

• Minimum of two years of experience in a high-volume, guest-service oriented environment 

• Experience for an arts and cultural organization or high-volume environment with excellent guest service standards preferred 

• Proficient in ticketing software, experience in Tessitura is a plus

• Ability to work flexible hours including weeknight evenings, weekends, and holidays 

PHYSICAL REQUIREMENTS

The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

• Ability to stand and walk for extended periods, up to 8 hours per shift. 

• Ability to move throughout multiple Museum locations, including galleries, theaters, outdoor spaces, and other public areas. 

• Ability to maintain an active and visible presence while providing exceptional guest service. 

• Ability to work in a high-volume, public-facing environment with large groups of guests, including school groups, tours, special events, and peak attendance periods, while maintaining professionalism, situational awareness, and composure. 

• Ability to frequently bend, reach, stoop, kneel, crouch, and climb stairs as needed. 

• Ability to occasionally lift, carry, push, and pull items weighing up to 25 pounds, including wheelchairs, stanchions, signage, guest service equipment, and other operational materials. 

• Ability to communicate clearly and effectively with guests and colleagues in person, by telephone, and over two-way radio. 

• Ability to work both indoors and outdoors in varying environmental conditions. 

• Ability to maintain awareness of guest activity and surrounding conditions while monitoring galleries, queues, and public spaces. 

EQUAL OPPORTUNITY AND OUR COMMITMENT TO DEAIB The Lucas Museum of Narrative Art embraces diversity and equal opportunity. We are committed to building a team that represents and supports a variety of backgrounds and perspectives. The Lucas Museum fosters a work environment that is free of discrimination and harassment, whether based on race, national origin, gender, gender expression, religion, ethnic background, age, disability, marital status, sexual orientation, or any other criterion prohibited by applicable federal, state, or local laws. We believe that diversity and inclusion among our team is critical to our success, and we seek to recruit, develop, and retain the best qualified people from a diverse candidate pool. Applications from traditionally underrepresented communities are encouraged.   The statements in this description represent typical elements, criteria, and general work performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the job.   ***************************************************************************************************************   MISSION AND VISION   The Lucas Museum of Narrative Art is dedicated to the art of illustrated stories. Our mission is to inspire and connect people through the exploration of visual stories and their influences in society.    VALUES Our internal and external practices are shaped by the following beliefs and behaviors.   People First: We meet people wherever they are (physically, intellectually, emotionally). Our inclusive practice connects who people are and what they find emotional in works of art.   Inspired: We believe that art can move you to feel, think, reflect, and act.   Collaborative: We believe that nimble thinking and working together yield exponential results.    STRATEGIC PRIORITIES   Narrative Art: Amplify the social impact of storytelling and illustration.    Community: Connect to a broad and diverse public.   Operational Excellence: Create a healthy and durable institution.     All staff at the Lucas Museum of Narrative Art lead through a deep commitment to diversity, equity, and inclusion, both within the Museum and with the communities that we serve.   Salary and titles will be assigned commensurate to the successful candidates’ education and experience. An attractive compensation package will be offered to the successful candidate(s).