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TITLE: Manager of Visitor Experience
DEPT: Visitor Engagement
REPORTS TO: Director of Visitor Engagement
SUPERVISES: Visitor Engagement Coordinator, Visitor Experience and Admissions Leads, Admissions Associates, Interpreters, Education Specialists, Transport Drivers
FLSA STATUS: Full-time, Exempt
SUMMARY OF RESPONSIBILITIES:
Responsible for managing the daily operation and administration of front-line positions related to the visitor experience, including admissions, interpretation, and transport. Ensures that all visitor experience staff maintain exceptional service standards and adhere to HMG policies and procedures, while facilitating a safe, positive, and engaging experience for museum visitors during regular visitation, public programming, and private events. Requires weekend and occasional evening work and being on-call as necessary.
SPECIFIC RESPONSIBILITIES:
Visitor Engagement
- Oversee the daily visitor experience in operational areas including admissions, interpretation, and transport.
- Ensure that all visitors experience excellent customer service, a welcoming, visitor-centered atmosphere, and effective visit logistics.
- Model exceptional standards of customer service, teamwork, communication, and interpretation. Project a positive image and serve as an ambassador of the museum both at HMG and while out in the public at large. Serve as a resource for museum visitors, staff, and volunteers.
- Ensure that special visitor needs, issues, or incidents are addressed appropriately and in a timely manner. Respond appropriately to visitor questions, comments, and concerns. Handle difficult and sensitive visitor issues that are escalated to the supervisor level. Proactively identify and develop solutions for visitor experience challenges. Communicate visitor experience-related feedback for consideration at the Senior Team level as necessary.
- Oversee a team that provides high quality, memorable experiences that exceed expectations, including facilitating interactive learning experiences for multi-generational audiences and using appropriate interpretive techniques to facilitate visitor engagement, connecting visitors to HMG’s exhibits and gardens and encouraging visitors to explore, discover, and learn together.
- Assist with the planning and implementation of Visitor Engagement department programs and events as needed, including Gardens Aglow. Support the management of Hidden Hollow, school programs, and other on-site tour programs.
- Continually improve the visitor experience through proactive evaluation and by recommending enhancements to visitor service systems and procedures that are aligned with HMG’s mission and resources.
Operations
- Build and manage a staff that provides an exceptional visitor experience, including recruiting, hiring, training, motivating, coaching, and evaluating performance. Manage the Visitor Engagement Coordinator and Leads who oversee daily operations and who support the Visitor Engagement team as needed.
- Design and facilitate an annual schedule of training that meets the needs of all staff in preparation for seasonal changes. Training enables visitor experience staff to effectively share accurate information about the museum’s mission, history, collections, exhibits, programs, events, policies and procedures, operations, and membership opportunities, and equips staff to provide engaging interpretation during visitor interactions. Provide on-going training throughout the season and opportunities for learning from peers.
- Provide frequent communication with front-line staff, including facilitating daily Morning/Stand Up Meetings to share information, foster good working relationships, and provide a regular opportunity for sharing feedback.
- Oversee the creation and maintenance of schedules for visitor experience staff, ensuring that the needs for all operations, including special events and programs, are clearly understood and appropriately met through communication with other staff and departments.
- Flexibly address staffing needs. Rotate through the museum regularly during the day to check in with the visitor experience team and to address any needs as they arise. Take initiative and use sound judgment to resolve safety, security, or personnel issues while remaining calm and clearheaded.
- Oversee the processing of admissions, membership, and public program registration transactions. Develop and maintain the admissions ticketing system. Strategize the admissions experience, including ticket sales and distribution, visitor flow, line management, check-in process, orientation, information distribution, and data capture.
- Track, analyze, and report visitor data. Develop systems for attendance tracking and reporting. Assemble and analyze relevant data, prepare and share reports.
- Oversee the processes and staff responsible for answering general telephone and email inquiries about HMG.
- Work cooperatively with the Security and Retail front-line teams to ensure smooth daily organizational operations.
- Support the efficient operation and memorable delivery of public programs, functions, and special events.
- Lead regular cross-departmental Operations meetings to discuss timely operational details and logistics.
Administrative
- Develop short-term and long-term goals, service standards, and standard operating procedures which promote consistently high quality visitor experience. Develop and document all policies and procedures relevant to admissions, interpretation, and transport operations. Continuously refine all policies and procedures, striving to enhance the visitor experience, improve staff performance, maximize resources, and streamline operations.
- Assist with the preparation and management of the annual budget in areas of responsibility, including conducting research and developing staffing plans. Operate within annual goals, course correcting as needed.
- Work collegially and cooperatively across museum departments to ensure good communication. Communicate with appropriate staff regarding the maintenance of exhibits and Hidden Hollow.
- Stay informed of current best practices in the professional field.
- Perform all other duties as assigned by the Director of Visitor Engagement or President & CEO.
POSITION REQUIREMENTS:
- Bachelor’s degree in related field.
- Minimum of four years of previous experience in museum visitor services in positions of progressive responsibility.
- Exceptional customer service skills.
- Significant experience managing professional staff.
- Excellent communication and strong interpersonal skills.
- Comfort working independently, taking initiative to perform multiple tasks efficiently without close supervision.
- Commitment to teamwork. Experience working collaboratively as a member of a team, and leading teams and partnerships.
- Ability to work constructively and professionally with diverse groups across an organization.
- Enthusiasm for working with all members of the public, including children and families, and comfort with facilitating visitor learning experiences.
- Ability to exercise sound judgment, abide by and enforce policies, and provide hospitality-driven problem solving in a fast-paced environment.
- Excellent organizational and time management skills and attention to detail.
- Experience and comfort with technology, including point of sale systems, databases, and the Microsoft Office suite. Experience with customer relationship management software is desired.
- Ability to work a flexible schedule. Requires one weekend day of work during the regular season (mid-April through mid-October), occasional evening work, and being on-call as necessary. Requires Wednesday-Sunday work during the Gardens Aglow event (day after Thanksgiving through end of December).
- Willingness to work outdoors, including in uncomfortable weather or conditions.
- Must be able to lift 30 pounds unassisted, be on your feet for extended periods of time, and walk over irregular terrain.
- Must have current driver’s license and pass training program to operate museum transport vehicles.
- Must be at least 18 years of age and complete certification program to operate carousel.
- This position is subject to sex offender and criminal background records checks.
If hired, the employee must consent to Heritage Museums & Gardens’ vaccination policy.
To apply, please send a resume and cover letter to [email protected]
