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Museum Visitor Experience Manager

2 months ago

Brynmawr, Blaenau Gwent, United Kingdom Bryn Mawr College Full time
Job Summary

The Visitor Services Manager is a key role within our organization, responsible for overseeing the administrative, managerial, and budgetary aspects of the Visitor Services Department. This position requires a strategic thinker who can develop and execute plans to enhance the visitor experience, drive revenue growth, and ensure exceptional customer service.

Key Responsibilities:
  • Admission Strategies: Develop and manage admission strategies, including packages, partner discounts, advertising, and trade shows.
  • Museum Facilities: Oversee Museum facilities and ensure that hardware is functional and ready for visitor services staff and the public's use.
  • Department Operations: Organize and administer the overall operations of the Visitor Services Department, focusing on customer service, organization, and efficiency.
  • Staff Management: Schedule, train, and manage Visitor Services personnel, ensuring adherence to admission procedures and effective communication.
  • Marketing and Outreach: Develop and manage advertising and outreach strategies for individuals, members, school/groups, and corporate partners.
  • Visitor Experience: Coordinate with the Educational Programming Manager to ensure the quality of visitors' experience and safety during school/group tour visits.
  • Visitor Concerns: Manage and resolve visitor concerns and complaints to their satisfaction and the Museum's.
Facility Rental:
  • Rental Strategies: Develop and manage facility rental strategies, including packages, member discounts, advertising, and trade shows.
  • Rental Rates: Review and update facility rental rates to ensure alignment with the Museum's business model and industry standards.
  • Marketing and Outreach: Develop and manage advertising and outreach strategies for corporate partners, donors, and members.
  • Rental Logistics: Negotiate rates related to facility rentals and plan logistics and set-up.
  • Staffing: Ensure adequate staffing of rentals, education, and public programs during evenings, weekends, and holidays.
Gift Shop:
  • Gift Shop Strategies: Develop and manage gift shop strategies, including identifying merchandise, member discounts, advertising, and trade shows.
  • Gift Shop Marketing: Develop and manage advertising and outreach strategies for the gift shop.
  • Merchandise: Identify merchandise relevant to the Museum's mission, exhibitions, and visitor demand.
  • Inventory Management: Conduct regular inventory for the Museum gift shop and perform monthly merchandise reconciliation.
Database Management:
  • Tour and Event Scheduling: Manage and distribute a weekly schedule of tours and special events.
  • Point-of-Sales System: Manage the Museum's Point-of-Sales (POS) system and visitor, facility usage, and museum store statistics.
  • Visitor Reports: Maintain and generate daily/weekly/monthly visitor reports for the Finance Office.
  • Statistical Analysis: Generate, analyze, and reconcile statistical reports on a monthly basis.
Administrative Functions:
  • Department Goals: Assist the VP of Finance & Administration in ensuring department and division goals are met.
  • Museum Representation: Represent the Museum at hospitality and tourism networking functions to promote the Museum.
  • Committee Support: Prepare monthly Committee/Executive-level reports, presentations, and agendas.
  • Policy Development: Participate in board committee activities and provide administrative support.
  • Museum Standards: Manage the implementation and enforcement of Museum standards.
  • Annual Budget: Develop and manage an annual budget for the Visitor Services Department.
  • Policies and Procedures: Assist in developing, implementing, and managing policies and procedures for the Visitor Services Department and Museum's POS system.
  • Personnel Management: Assist in hiring, evaluating, and terminating Visitor Services personnel.
Qualifications, Skills, and Abilities:
  • Education: Bachelor's Degree required with course work in business or arts administration.
  • Computer Skills: Solid computer skills, knowledge of constituent management and point-of-sale systems.
  • Customer Service: Knowledge of customer service principles, practices, and procedures.
  • Financial Management: Knowledge of financial record-keeping practices and procedures.
  • Initiative and Strategy: Ability to develop, implement, and manage effective initiatives and strategies.
  • Complex Tasks: Ability to handle complex tasks and prioritize workflow in a fast-paced office environment.
  • Flexibility: Ability to work evenings, weekends, holidays, and special event hours.
Physical Requirements and Working Conditions:

Must be able to remain in a stationary position for extended periods of time operating a computer and other office productivity devices. May have to work late nights, weekends, and in outdoor weather.