Visitor Experience Associate
The Visitor Services Associate at Virginia MOCA is at the forefront of ensuring an exceptional and welcoming visitor experience that is reflective of the Museum’s mission and values. As part of the Operations department, this role supports the Museum’s efforts to enhance the accessibility of exhibitions and programming to a diverse audience through exceptional customer service and meaningful engagement with all visitors while actively ensuring visitor safety and protecting the works of art in the Museum’s care. The Visitor Experience Associate also works to support education initiatives including programming, tours, and ARTlab, and assists with programs, special events, and facility rentals.
SCHEDULE: 7 to 20 hours per week; Wednesday–Sunday and occasional evenings
ESSENTIAL FUNCTION AND RESPONSIBILITIES
Visitor Experience
- Advocates for all visitors by anticipating needs, offering clear guidance, and creating a welcoming, safe, and engaging experience. Manages Welcome Desk during assigned hours, greets visitors, vendors, contractors, and other guests, and answers and directs phone communications
- During gallery hours, rotates between checking in and orienting visitors to the Museum, engaging visitors in the galleries, and performing facility walkthroughs and security checks
- Assists with the upkeep and organization of front-of-house areas, ensuring all spaces are clean and tidy, and all signage and materials are updated
- Initiates meaningful, active conversations with visitors to support understanding of current exhibitions and programs and to encourage deeper engagement
- Assists with membership and studio program inquiries and registrations
- Works closely with the security team to ensure effective management of building traffic, always remaining alert and responsive to the environment, and providing active protection of the work of art in the galleries.
- Communicates visitor feedback to supervisor and assists with making visitor experience improvements
- Creates a welcoming and accessible retail experience at the Welcome Desk and merchandise kiosk by assisting visitors with purchases, interfacing with Museum Point-of-Sale system, answering product questions, maintaining inventory, and ensuring an inviting, well-organized display
Exhibitions & Education
- Restocks, organizes and monitors visitor use of ARTlab
- Prepares art materials for ARTlab and public programs as needed
- Assists with the installation of ARTlab when assigned
- Facilitates daily public tours when time allows
- Supports school and group tours and education programs as needed
- Assists Atrium artist set-up
- Studio instructor support if needed
- Attends all Exhibitions and Education training sessions
Special Events and Facility Rentals
- Supports and assists with event needs, such as check-in, merchandise sales, gallery monitoring, setup and cleanup.
- Works with Venue Operations Manager to provide support for vendors and clients with questions about venue policies and procedures and serves as on-site venue representative during private rentals
- Monitor contracted event spaces for cleanliness, access, lighting, and appearance before and during events
- Review event materials and timelines upon arrival to ensure alignment with planned logistics
- Coordinate with Museum security and maintenance staff to address operational needs during setup and event hours
- Ensure event flow, signage, and space readiness prior to guest arrival
- Transition venue oversight to security staff at the designated time and document any issues from the shift
SKILLS & ABILITIES
- 1–2 years of customer service experience
- Ability to provide exceptional, individualized customer service to a wide range of audiences
- Strong organizational skills and capacity to prioritize varied tasks
- Works effectively in both fast-paced and self-motivating environments, both in coordination with other team members and alone
- Outstanding interpersonal and oral communication skills
- Must have an enthusiasm for engaging with the public, helping visitors to make meaningful connections between contemporary art and the everyday
- Inventive and resourceful team player who is eager to learn and contribute
- Must have basic computer skills, including Microsoft Office suite
- Knowledge or interest in art, museum work, and education strongly preferred
- Knowledge of other languages a plus
- Availability to work outside of standard museum hours for special events
Virginia MOCA strives for an inclusive work environment and actively embraces a diversity of people, ideas, talents, and experiences. We highly encourage individuals from racially and ethnically diverse backgrounds, individuals with disabilities, and other historically underrepresented groups to apply.
No phone calls or walk-ins, please. Applications will be reviewed as they are received, and interviews will be held thereafter.
