Human Resources and Museum Host Manager

Job Summary:

The Human Resources and Museum Host Manager is responsible for the hiring, training, supervision, evaluation, management, oversight and daily scheduling and activities of the Taubman’s Museum Hosts. This position ensures that Hosts provide Museum visitors with a positive experience while maintaining a safe environment and protecting the Museum’s collection and loans. This includes answering questions, enforcing rules, monitoring for suspicious behavior, providing assistance to the public and other staff, and engaging visitors in informed conversations about works of art.

The Human Resources and Museum Host Manager also helps ensure HR policies and procedures are applied across the organization.

The position provides direct support to the Deputy Director of Operations and the Deputy Director of Marketing and Human Resources.

This is a full-time position with an alternative Wednesday – Sunday schedule (all open
Museum hours) with intermittent work on late evenings, weekends, special events, and holidays as coverage requires.

Job Duties and Responsibilities:

• Visitor Engagement *
• Serves as one of the most prominent public faces for the Museum, warmly greeting all visitors, answering questions, and frequently opening front doors for entrance/exit.
• Works with and communicates effectively with diverse groups and individuals providing excellent customer service each and every day.

• Responsible for scheduling, coverage, oversight, training, management and discipline of Museum Hosts.
• Acts as lead for ordering, distribution and care of Museum uniforms, radios, earpieces, and other equipment and technology as required for Museum Host duties.
• Makes regular rounds through assigned galleries to monitor visitors and the facility, answer questions, enforce rules, and act as an ambassador for the Museum.
• Leads and engages in conversation with visitors about the Museum and its collections, including special exhibitions. Obtains information from others within the organization, as necessary.
• Monitors visitors’ behavior and reports anything unusual to his/her supervisor or security captain.
• Assures the security of the collection by enforcing Museum rules and regulations in public areas; reports inconsistencies or damage immediately, recording such in required reports and logs.
• Ensures visitors’ safety in the case of an emergency and completes appropriate injury and/or incident reports.
• Administers exit surveys to visitors when requested.
• Promptly reports hazards to his/her supervisor.
• Works with the Deputy Director of Operations and Project Management, Deputy Director of Exhibitions and Education, Registrar, and other appropriate staff to develop and deliver bi-monthly continuing education/training, safety, building knowledge, evaluation, and other required aspects of the Museum Host staff.
• Attends training sessions and continues to learn about the collection and exhibitions.
• Serves as a substitute when a Museum Host is out sick, misses work, or cannot perform job duties as assigned.
• Helps cover or assigns appropriate staff to cover breaks for Museum Hosts on daily basis.
• Serves as back-up for external facility rental program (schedule conflicts/rental tours/client drop-offs and pick-ups).
• Serves as Manager of Duty for facility rentals at least once per month.
• Performs other duties as assigned or required.

Human Resources

• Works with the Deputy Director of Marketing and Human resources to ensure HR policies and procedures are applied across the organization.
• Assists Deputy Director of Marketing and Human Resources with job postings, communication with candidates, and maintaining legal and necessary files.
• Performs criminal background checks on new hires, volunteers and interns, and reports results to the Deputy Director of Marketing and Human Resources.
• Works with Deputy Director of Marketing and Human Resources to create and oversee all new employee on-boarding to include orientation, credential set-up, handbook review, and benefit education.
• Works with Deputy Director of Marketing and Human Resources and Accounting Manager on benefits administration, including but not limited to health, dental, vision, short-term, long-term, and life insurance.

• Works with Deputy Director of Marketing and Human Resources to maintain employee relations, conduct disciplinary actions when appropriate, handle grievance procedures and processing.
• Assists with the implementation of employee recognition program.
• Works with Deputy Director of Marketing and Human Resources to maintain all Human Resource files including annual audit of all files.
• Maintains a high level of knowledge of HR best practices and changes in federal, state and local laws that affect HR.
• Performs other duties as assigned or required.

Knowledge, Skills and Abilities:

• Must have a deep knowledge of current human resource policies, procedures and laws.
• Ability to work well under pressure and multi-task in a fast paced, intense environment.
• Excellent communication, organizational, interpersonal and public speaking skills.
• Must be a charismatic, flexible, strategic team player.
• Must be poised, personable, and maintain a professional appearance.
• Must possess excellent diplomatic skills and a positive attitude.
• Requires excellent attention to detail, experience in customer service, with ability to work cross-functionally.
• Must be able to meet deadlines, problem solve and speak and write in a clear and persuasive manner for internal/external relations.
• Ability to work effectively with diverse clients, staff, volunteers, donors, and the public.
• Must be a self-starter and enthusiastic with the ability to motivate and lead others.
• Proficient in computer word processing and database systems.

Required Training, Education, and Experience:

• Undergraduate degree and 5 years of customer service experience, or an equivalent of 10 years customer service.
• 3 years of human resources experience.
• 3 years successful supervision of 20 or more persons.
• Must have a pleasant demeanor and a genuine interest in communication with members of the public and providing assistance to visitors.
• Must have basic computer skills, working knowledge of MS Office products, databases, and the ability to assist visitors with various interactive technology.

Preferred Experience:

• Knowledge or interest in art is strongly preferred.

Working Conditions:

During Museum hours and special events, Museum Hosts rotate on a pre-determined schedule to various zones throughout the day. Requires constant standing and walking throughout the day and constant interaction with the public. Will be required to

continually update knowledge about the Museum’s collections and special exhibitions.
Must attend monthly education training sessions.

Physical Demands and Work Environment:

Must be able to see, hear, and communicate effectively with visitors. Must be able to stand and walk during up to eight (8) hour shifts with minimal rest breaks. Must be able to occasionally lift and/or move up to 50 pounds unassisted.

Must have use of hands and fingers to use computers and assist visitors. Must be able to occasionally stoop, crouch, kneel, climb, balance and crawl as needed. Must be able to work in a moderate to high noise level work environment. Must be able to climb stairs.

Job Type: Full-time

Experience:

• customer service: 5 years (Required)
• human resources: 3 years (Required)

Education:

• Bachelor’s (Required)

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off
• Parental leave

This Job Is Ideal for Someone Who Is:

• Dependable — more reliable than spontaneous
• People-oriented — enjoys interacting with people and working on group projects
• High stress tolerance — thrives in a high-pressure environment