Floor Captain

Floor Captain 

Museum overview 

The Brooklyn Museum is a world-renowned cultural institution dedicated to preserving and showcasing art, history, and heritage. Our mission is to bring people together through art and experiences that inspire celebration, compassion, courage, and the will to act. Our vision is to serve as an institution where art is a powerful force for personal transformation and social change.  Celebrating our differences and learning about our diverse communities through our collections, exhibitions, and programming are at the core of who we are and what we do. We are committed to creating and cultivating a diverse community of talented, passionate people who are inspired to make the Museum an important hub of community activity and a great global destination. Our staff have the opportunity to grow their professional skills and work collaboratively with colleagues they admire and respect. Read more about our story here.

About the role

The Visitor Experience Floor Captain plays a crucial role in supervising and supporting Visitor Experience Associates as a collaborative leader. The ideal candidate will excel in customer service, cash handling, and enforcing museum policies with empathy and kindness. This role involves both floor duties—such as greeting visitors, selling and scanning tickets, and supporting staff—and office responsibilities, including customer support via phone and email.

Responsibilities

• Greet visitors and members warmly, provide information on exhibitions, ticketing policies, and events, and ensure a welcoming and informative experience.
• Proactively engage with visitors to make recommendations and enhance their experience.
• Oversee ticket scanning, manage lines, monitor special exhibition entry, and handle visitor belongings at Coat Check.
• Check in and out equipment (walkies, iPads, charging devices) for the team daily.
• Ensure that Visitor Experience Associates' breaks are timely and that there is adequate coverage across all staffed locations.
• Assist the Associate Manager with daily updates, schedules, and tasks related to floor operations, including coat check tags and supply inventories.
• Support and assist the Director of Visitor Services with preparing training materials and managing office operations, including responding to phone calls and emails regarding exhibitions and general inquiries.
• Continuously train floor associates on museum policies and daily operations. Disseminate information during daily updates and ensure that all associates are informed about logistics for special events.
• Use specialized ticketing software for daily and ticketed exhibition and event sales.
• Maintain the cleanliness and safety of front desk areas, coat check, equipment, and personal workspace. Keep an inventory of supplies and materials.
• Conduct surveys and ensure they are carried out by floor associates. Promote the importance of surveys, motivate the team to engage with visitors, and encourage participation to gather valuable feedback.
• Perform other duties reasonably related to the responsibilities described above

Requirements:

• Minimum of 28 hours per week.
• Friday, Saturday and Sunday are mandatory days. Fourth day to be discussed.
• Additional shifts to work special events outside regular museum hours.

• Work collaboratively with a team of Floor Captains, serving as a role model and providing support as both a leader and a team player.
• Uphold the museum’s mission to deliver inclusive and compassionate customer service. Strong communication, organizational skills, and the ability to remain calm under pressure are essential.

• Effective communication and training skills are required. Floor Captains will use FAQ and training documents to answer questions and must carefully handle email inquiries and collaborate with colleagues to provide excellent service.
• Experience with cash handling is necessary; knowledge of our ticketing system, Tessitura, is preferred. Experience in visitor services, admissions, membership, and coat check is also beneficial.
• Passion for and knowledge of the Brooklyn Museum’s collection, exhibitions, history, mission, and programming.
• Ability to lift up to twenty pounds and stand for extended periods.
• Proficiency in languages other than English is a plus.
• High school diploma or equivalent required; interest in an arts-related field is preferred.

Department: Visitor Experience

Reports to: Senior Manager of Visitor Experience

Position Type: Part-time

Union Status: Union - UAW Local 2110

Hourly Rate: $26.00

FLSA Status: Non-Exempt

Schedule: 28 hours per week. Friday, Saturday and Sunday are mandatory days.  Fourth day to be discussed. Additional hours may be required and varied based on special events in the Museum. Working at special events after regular hours of operation is mandatory and will be assigned on a rotating basis. The First Saturday events and quarterly training session are required and mandatory shifts.

Apply Today

We recognize that it’s unlikely that any candidate will meet 100% of the desired qualifications for a role. If much of this job description resonates with you, we strongly encourage you to apply today. We’re committed to welcoming candidates with a wide range of experiences and perspectives – especially those who see themselves contributing to our mission to bring people together through art and experiences that inspire celebration, compassion, courage, and the will to act.

If you have questions about our online application system, please contact us at [email protected]