Information Desk Committee

What is the Purpose

The Information Desk Committee staffs the Museum’s Information Desk with volunteers who actively greet and assist the Heard Museum’s guests.  Information Desk volunteers treat each and every visitor with courtesy, friendliness, and respect.  They know the exhibits and the physical layout of the Museum and grounds, are well informed of changes, and can clearly communicate this information to the Museum’s visitors.  As the first person to greet the Museum guests, the Information Desk volunteer is the “face” of the Heard Museum to visitors.

Who is Involved

The Information Desk Committee has a Chair and a Co-Chair or “shadow”.   At the end of a year, the Chair phases out and the “shadow” becomes the Chair and, in turn, finds a “shadow”.  The Guild President appoints the Chair with the assistance of the Museum Services Coordinator.  The Chair recruits and schedules 45 to 50 volunteers to staff the Information Desk.

What are the Tasks

1.   The Chair

Staff the Information Desk every day the Museum is open with two shifts– from 10:00 a.m. to 1:00 p.m. and from 1:00 p.m. to 4:00 p.m.

Conduct a workshop each year (usually in late October) to inform and to motivate Information Desk volunteers.

Instruct volunteers to greet and welcome all guests and to introduce them to the features of the Museum, including public guided tours. 

Emphasize  that Information Desk volunteers are to be proactive and interactive with guests rather than passively offering “information upon request”. 

Encourage Information Desk volunteers to attend the available gallery  walk-thrus to be familiar with exhibits.

Consult withe the Guild’s Museum Services Coordinator who is a liaison between the Guild Board and the Information Desk.  Prepare a monthly report for the Coordinator including Information Desk coverage and any questions or issues that need to go to the Board.

Consult with the Museum’s Manager of Visitor Services and serve on the Museum’s Customer Services Committee (monthly meeting).

Acknowledge, by thank you note or other means, appreciation for the work done by the volunteers.

2.   The Information Desk volunteers

Greet visitors actively and enthusiastically.  Offer information on available tours, current exhibits, and museum layout.

Sign in at the Information Desk.  To keep track of attendance, place your initials next to your name on the schedule in the sign-in folder.
 
Update the tour sign.  Check the times and tours listed on the daily event schedule with those on the tour signs.  Place the appropriate tour label and time onto the metal sign holder.  Additional time and tour bars are in the drawer of the Desk.   The afternoon Information Desk volunteer should change the hours on the tour sign to correspond with the schedule for the following day and place all notebooks, brochures, and other materials in the Desk drawers.

Keep the front of the Information Desk open.  All tours leave from the right of the Information Desk.  Suggest to participants that they congregate in the center of the room allow other visitors to approach the Information Desk.  Ask Guides and other Guild members to leave all purses and/or personal belongings in the Guild Room lockers, not at the Information Desk, because it is not a secure area.

Stay current on the exhibits displayed in the Museum.  Read up-to-date information.  Before or after your assigned Information Desk time, walk through the Museum to see these exhibits first hand.  Review carefully the “Information Desk” to become familiar with the Museum.  To keep current, attend an educational workshop held each year (usually in October).  The Shop Committee offers four educational workshops each year which Information Desk volunteers may attend.  Also, Las Guias will hold periodic walk-thrus of exhibits after Guild meetings.

Ask for help when needed.  If a visitor asks a question and you don’t know the answer, Las Guias  guides or Admissions Desk staff will be happy to help.  If they do not know the answer, have the visitor fill out an I Have A Question form.  Leave the form with the receptionist upstairs before you leave.   If you have a problem with a Museum computer or technical equipment, contact Phil Crippen, Heard Museum Information Technology Manager, X5574.

Sign up for future shifts.  The morning shift is 10:00 a.m. to 1:00 p.m. and the afternoon shift is from 1:00 p.m. to 4:00 p.m.  The folder will be in the Desk to sign up for future unfilled shifts.  Make sure that the name is legible.  Check with one of the co-chairs to insure the shift is still available.  Once a volunteer has committed to a particular shift, he/she is responsible for insuring that shift is staffed.

Find a substitute if necessary.  If a volunteer is unable to work the scheduled time, he/she should contact an Information Desk substitute from the Information Desk volunteer list.  The list indicates those willing to sub and also those willing to work on weekends.  There is a current copy at the Desk and one attached for reference.  A volunteer should not cross his/her name out in the sign-up book and hope that someone else takes your shift.  It is the volunteer’s responsibility to find a substitute.

Call the Admissions Desk (602)252-5583/2263 in an emergency.  If a volunteer realizes within the 24 hours preceding his/her shift that he/she is unable to work at the Desk and cannot find a sub, contact the Admissions Desk to inform them that the Information Desk will not be staffed.

Enjoy the  time at the Information Desk.  Welcoming guests is a very valuable service for the Heard Museum.  Have fun and make this time an enriching experience for both the volunteer and the guest.

What is the Time Line

Spring

• Mail “Assignment Request Form” to all Desk Volunteers by late April.  The forms are due back by May 15th.  The Museum receptionist (upstairs desk) will assist with running copies, mailings, etc.
• Mail summer schedule (June, July and August) confirming assignments.

Summer

• Fill in summer schedule with available subs or other volunteers.  Who will double up.
• Organize schedule for fall and send out confirming letters no later than mid-August.
• Plan orientation meeting (workshop) for October.  Reserve room
• Submit annual budget in August.

Fall

• Conduct Orientation Meeting.  Review volunteers responsibilities and goals followed by a Las Guias Tour.

Winter

• Have double coverage on the Information Desk during Indian Fair in March.
• Provide refreshments for the January Guild meeting.