Visitor Experience Manager

The Visitor Experience Manager is responsible for the day-to-day management of the Visitor Experience team, supporting the Senior Visitor Experience Manager in creating a world-class experience for the Nortons visitors. This position is responsible for handling administrative tasks, working with the Director of Museum Services on the museums data management initiatives, and providing leadership to the Visitor Experience associates.

Essential Duties and Responsibilities

Responsibilities include, but are not limited to:

Management of the Visitor Experience Associate team:

• • Provide day-to-day leadership, problem-solving, and guidance for all members of the Visitor Experience team, be it in interactions with visitors or other staff.
    • Availability to step in and assist associates with questions and concerns as needed.
  • Promote a positive attitude and work environment as well as facilitate team building activities that encourage high morale among staff.
  • Responsible for updating and maintaining the Visitor Experience Standards of Operating Procedures, the Visitor Experience Handbook, and updating it on an annual basis.
• The handbook outlines general Visitor Experience Associate responsibilities, FAQs on museum policies, and provides customer service guidelines on a variety of issues.
• The handbook is reviewed and approved by the Director of Museum Services.
  • Maintain a professional, approachable appearance and actively interact with Museum visitors in the galleries.
  • Create the daily event schedule for the morning VE and Security meeting on a weekly basis.
  • Keep all VE associate reference materials up to date as needed.
  • Answer telephone, online and in-person inquiries about the Museum, as needed.
  • Review the museum website, and other public facing materials to ensure that they are accurate or how it can improve or be refined.
  • Create the bi-weekly Visitor Experience Associate shift schedule, with final approval provided by the Senior Visitor Experience Manager.
  • Reconciling and approval of cash drawers.
  • Keep inventory of all VE materials and place orders for additional stock as needed.
  • Take minutes during monthly VE team meetings.

Museum Data Administration:

• The Visitor Experience Manager will work directly with the Director of Museum Services on the following:
  • The accurate documentation for the museums public and private events, along with monthly reporting on event attendance.
  • Utilizing Blackbaud Altru to create scheduled programs and working collaboratively with other museum staff to document program attendance.
  • Responsible for the capture and documentation of all attendance of the museums public tour programs.

Collaboration with other museum staff and general museum business

• • Creative Services:
    • Participate in the creation of signage for visitor use.
  • Museum Store:
    • Keep Store staff up to date on museum programs and special offers for visitors.
  • Learning and Community Engagement:
    • Work closely with the Learning and Community Engagement Administrative Assistant on ensuring that all museum public programs are correctly documented in Altru.
    • Provide feedback to LCE staff on how the VE team can support LCE programming and data collection efforts.
• Development

• Work with Special Event and Event Services teams on how VE staff can support their program areas in welcoming guests to the museum.
• Participate in Development team events and projects as needed.
  • Facilities and Security
    • Ensure the Visitor Experience team follows necessary museum guidelines and prioritizes the safety of visitors and the Collection.
    • Partners with Security to provide a seamless experience for all visitors to the museum.

Other projects as assigned.

Qualifications

• Excellent customer service skills including strong verbal and written communication skills.
• Comfortable leading the Visitor Experience team and capable of handling challenging visitor interactions with grace.
• Able to work collaboratively with colleagues, prepared to participate in and lead meetings with other museum staff.
• Proficient in MS Office, particularly Outlook, Word, PowerPoint, and Excel.
• Experience working with Paycom or another timecard management system is preferred, but training will be provided.
• Experience with Blackbaud Altru software or another CRM/POS is preferred, but training will be provided. Candidate must be willing to achieve a high level of proficiency with this system.
• Experience working in a retail environment, hospitality, managing guests, and team leadership is preferred.
• Education: Bachelors degree required. Hospitality and Tourism Management Degrees preferred.
• Candidates should be willing to work Friday evenings and weekends. This position will have a rotating schedule to ensure coverage.
• Bi-lingual in English and Spanish is preferred, but not required.

Note: Nothing in this job description restricts managements rights to assign or reassign duties and responsibilities to this job at any time.