Job Announcement: Guest Experience Coordinator
Letterform Archive seeks a Guest Experience Coordinator to be the friendly face of the Archive, liaising between the public and staff.
The Guest Experience Coordinator will be the first point of contact for phone calls, emails, and in-person visitors; handle scheduling and staffing for all introductory tours, research visits, and events; ensure a consistent, high-quality guest experience by maintaining online ticketing platforms and overseeing visit training; and play a vital role in the planning and execution of programming and events for all departments, including Publishing and Education (Type West).
Letterform Archive is a nonprofit center for inspiration, education, and community. We offer hands-on access to a curated collection of over 50,000 items related to lettering, typography, calligraphy, and graphic design. Every year, we welcome thousands of visitors from across the world, including students, practitioners, and design admirers from every creative background.
In addition to hosting visits and public events, the Archive serves a global community through social media, an online archive featuring state-of-the-art photography, and a book program that draws from the collection as well as publishes new work from its contributors. We offer courses and workshops in type design, calligraphy, and typography. We also curate exhibitions of our holdings and organize lectures by visiting artists and designers.
As a close-knit team of typophiles, lettering lovers, graphic design fans, and book arts enthusiasts, everyone at the Archive — regardless of role — helps in some way to promote the collection, offering tours, assisting at events, and engaging with the design community at large.
- Serve as the friendly and helpful first point of contact for general inquiries; answer phone calls and respond to emails and voicemails promptly; forward department-specific questions and requests as needed
- Manage the Archive’s visit/guest services calendar
- Create and maintain listings in the Archive’s online ticketing platform
- Correspond with researchers and with contact person(s) for private groups — including class instructors — to customize their visit with specific materials requests; consolidate requests and relay them to the collections team
- Coordinate with Archive staff to schedule/assign visit-hosting duties fairly and equitably; match visiting groups with hosts according to their areas of expertise
- Work with the volunteer program coordinators to ensure adequate staffing for special events and after-hours programming
- Greet and check in on-site visitors, answer questions, and proactively find ways to improve the guest experience
- Assist with crowd management as needed, including after-hours events
- Ensure that required contact information is collected from all Archive visitors, either by registration in advance (preferred) or by registration on site
- Collect and maintain a database of visitor information and statistics
- Actively promote memberships; assist with bookshop sales as needed
- Handle cash responsibly and balance cash drawer(s) daily
- Stay up-to-date on — and be prepared to share information about — current and upcoming exhibitions, public programming, and other events
- Distribute Archive collateral to visitors and restock in public spaces as needed
- Participate actively on the exhibition, public programs, and guest services teams to plan timely and relevant events and to ensure an excellent guest experience
- Ensure that public areas are set up appropriately for tours, classes, and events
- Maintain the general safety and cleanliness of public areas and escalate issues to janitorial or other staff as needed; monitor gallery for safety and security issues
- The guest experience coordinator will frequently be required to perform desk-based computer tasks and file or sort paperwork.
- She/he/they may less frequently be required to lift or move items weighing up to 25 pounds; push and maneuver a fully-loaded book truck weighing up to 60 pounds; and stand, climb, balance, stretch, twist, kneel, stoop, bend, or crouch.
- The Archive will provide reasonable accommodations to an employee with a disability who requires accommodations to perform the essential functions of her/his/their job.
- 2+ years of customer service or receptionist experience in an arts, hospitality, or retail environment
- 1+ year of experience as a cashier or with operating a point-of-sale (POS) system
- Passion for or expertise in an area of specialization appropriate to our collections (e.g., graphic design, typography, book arts, etc.)
- Excellent oral and written communication skills
- Exceptional organizational and time management skills
- Detail oriented
- Tech-savvy: experience using G Suite, MacOS, and a point-of-sale (POS) system
- Ability to work some evenings and weekends
- Friendly, welcoming, patient, and customer service-oriented
- Curious and eager to learn
- Team player and willing collaborator
- Proactive and willing to tackle a variety of projects, including new challenges
- Flexibility and comfort in a rapidly changing environment
We value candidates whose skills and lived experience have prepared them to understand and uphold our core values, especially those of collaboration, hospitality, creativity, humility, and accessibility.
The Archive does not discriminate in employment or in offering educational services and programs on the basis of an individual’s race; color; religion; creed; ancestry; national origin; age; height; weight; hairstyle; sex; gender identity and/or expression; sexual orientation; marital status; sensory, mental, or physical disability; the use of a trained guide dog or service animal by a person with a disability; medical condition (cancer- or genetic-related); AIDS or AIDS-related condition; family and medical care leave; pregnancy disability leave; veteran status; or on any other bases prohibited by law.
This role works out of Letterform Archive’s offices in San Francisco, California. This is not a remote position.
Compensation and Benefits
This is a full-time, non-exempt position. The pay rate is between $18 and $21 per hour depending on candidate experience and qualifications.
Letterform Archive offers a competitive benefits package including:
- Medical, dental, and vision insurance
- Three weeks of Paid Time Off
- 10 paid holidays each year
- Sick leave
- 401(k) retirement plan
- Pre-tax commuter benefit
- Annual professional development budget
- Free access to Archive workshops
- Complimentary Archive membership
You will be surrounded by — and able to interact with — beautiful, meaningful materials from the Archive’s collection, as well as a diverse and dynamic community of those who love letters and design. Your colleagues will be 14 people who are passionate about the organization and eager to share their enthusiasm through their work.
How to Apply
Please apply by submitting a résumé and cover letter explaining your interest in this position at letterformarchive.org/careers by Tuesday, December 3, 2019.