Visitor Services Supervisor
3 weeks ago
The Visitor Services Manager oversees all administrative, managerial, and budgetary aspects of the Visitor Services Department. This includes the strategic planning and execution of visitor services goals and advertising strategies. He/She serves as an Ambassador for the Museum and is responsible for the overall management of customer service as well as directly facilitating a safe, educational and beneficial visitor experience for all Museum guests. The Visitor Services Manager will be expected to proactively propose new ideas that will improve and enhance the visitor experience as well as increase revenue. The Visitor Services Manager reports to the VP of Finance & Administration and is part of the Senior Management team.
VISITOR SERVICES
Develop and manage admission strategies, including packages, partner discounts, advertising, and trade shows
Work with Finance and Administration Departments to oversee Museum facilities and ensure that hardware is functional and ready for visitor services staff and the public’s use
Organize and administer the overall operations of the Visitor Services Department with a focus on customer service, organization, and efficiency, ensuring visitors are attended to professionally and promptly
Schedule, train, and manage Visitor Services personnel, ensuring adherence to admission procedures as well as ensuring that communication and information are current and accurate
Work with Development Department to develop and manage the advertising and outreach strategies for individuals, members, school/groups and corporate partners that include online communication and electronic/direct mail
Coordinate with the Educational Programming Manager as school/group tours are scheduled to ensure the quality of visitors’ experience and safety during school/group tour visits
Collaborate with the Development Department to managethe organization and administration of the Visitor Services volunteer program.
Manage and resolve visitor concerns and complaints to their satisfaction and the Museum’s
FACILITY RENTAL
Develop and manage facility rental strategies, including packages, member discounts, advertising, and trade shows
Work with the VP of Finance & Administration to review and update facility rental rates ensuring they align with the Museum’s business model and current museum industry standards
Work with Development Department to develop and manage advertising and outreach strategies for corporate partners, donors, and members that include online communications and electronic/direct mail
Work with clients to negotiate rates related to facility rentals
Plan and orchestrate the logistics and set-up for facility rentals
Work with the Security & Maintenance Departments to ensure adequate staffing of rentals, education and public programs, and special events during evenings, weekends, and holidays as necessary
Develop and manage gift shop strategies, including identifying appropriate merchandise, member discounts, advertising, and trade shows
Work with Development Department to develop and manage advertising and outreach strategies for the gift shop that include online communication and electronic/direct mail
Conduct regular inventory for the Museum gift shop
Perform monthly merchandise reconciliation with the Finance Department
DATABASE MANAGEMENT
Manage the Museum’s Point-of-Sales (POS) system with visitor, facility usage, and museum store statistics
Maintain and generate daily/weekly/monthly visitor reports for the Finance Office including details such as visitor attendance records, demographic information, survey results, etc.
Generate, analyze and reconcile statistical reports on a monthly basis with the Finance Office
Assist the VP of Finance & Administration as necessary to ensure the fulfillment of department and division goals, including special events and other special projects when needed
Act as the Museum’s representative at meetings associated with hospitality and tourism networking functions to promote the Museum in the tourism market
Prepare monthly Committee/Executive-level reports, presentations, and/or agendas on budgeting, system performance, proposed improvements, and any necessary further analysis as needed
Participate in board committee activities such as attending meetings and providing administrative support when needed
Manage the implementation and enforcement of Museum standards
Develop and manage an annual budget for the Visitor Services Department
Assist the VP of Finance & Administration in developing, implementing and managing policies and procedures for the Visitor Services Department and Museum’s POS system
Assist the Human Resources Department in hiring, evaluating, and terminating Visitor Services personnel
Assist the Security & Maintenance Manager in developing, implementing and managing American Alliance of Museums (AAM) standards for the Museum Emergency Handbook, Americans with Disabilities Act (ADA) requirements, way signage, and identification badges for all staff, volunteers, and business office visitors
Bachelor’s Degree required with course work in business or arts administration
or an equivalent combination of education, training, and experience
Solid computer skills; knowledge of constituent management and point-of-sale systems; Knowledge of customer service principles, practices, and procedures; Knowledge of financial record-keeping practices and procedures; Ability to develop, implement and manage effective initiatives and strategies to ensure consistent excellent customer service in all areas of the public Museum
demonstrate flexibility in meeting shifting demands and priorities
Handle a large variety of complex tasks and prioritizing workflow in a fast-paced office environment
demonstrate an understanding of protocol and sensitivity to cultural diversity issues
Ability to regularly work evenings, weekends, holidays and special event hours
Must be able to remain in a stationary position for extended periods of time operating a computer and other offices productivity devices such as a calculator, telephone, and copy machine. May have to work late nights, weekends and in outdoor weather.
Bachelor’s Degree required with course work in business or arts administration; or an equivalent combination of education, training, and experience
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