WHERE IS THE BATHROOM?: RAISING THE VALUE OF MUSEUM FRONT LINE EMPLOYEES
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Authors
Manibhai, Nikki
Issue Date
2011
Type
Capstone
Language
en
Keywords
Alternative Title
Abstract
In this Master's Project, I explore practices regarding training, evaluating, and retaining museum front line employees. I address why museums should invest in their front line staff, and how that investment, whether it be through in-depth training, rewarding performance, or listening to staff needs, can be directly related to a better visitor experience. Visitors play a large role within museums; yet, after visitors arrive, who is serving them? As museums move to this more visitor-centered focus, it is important for museums to understand not only the needs of the visitors, but also the staff who interact with them. As front line staff are the face of a museum, management should support and invest in these employees to not only create a better visitor experience, but also to create a better work environment.
This project begins with a Literature Review that lays the ground work for interpreting visitor services departments and the role of front line employees within them. The potential of front line employees as ambassadors of a museum's brand, liaisons to visitors, and experience facilitators are all discussed through ideas presented by Nina Simon, Stephanie Weaver, Margot Wallace, and others. I present the importance of concepts and procedures such as customer service, employee training, and employee recognition in the context of museums. Furthermore, I have included a segment on for-profit businesses known for delivering excellent service as well as creating sought-after workplaces. Practices implemented by retail, hotel, and entertainment industries can benefit as museums since, although not-for-profit, they are categorized as a leisure activity and driven by the needs of visitors just as for-profit businesses are dependent on customers.