Manager, Visitor Services

Salary Range: 71040 to 77900 (Currency: USD) (Pay period: per-year-salary)

RESPONSIBILITIES

Supervise and mentor the frontline Visitor Services team, reinforcing the Museum’s service standards and expectations
Oversee daily Visitor Services operations, including ticketing, queuing, visitor flow, staff deployment, and break management
Participate in hiring, onboarding, and training frontline staff
Handle visitor concerns and escalations that cannot be resolved at the frontline staff level, exercising sound judgment and elevating matters as needed
Serve as the venue Manager-on-Duty (MOD), leading frontline operations through close collaboration with Security, Retail, Food & Beverage, Volunteer Programs, and Facilities
When serving as MOD, act as the primary point of contact between administrative staff and floor operations
Oversee admissions operations, including cash handling, transaction processing, and ticketing inventory, in accordance with established procedures
Ensure accurate daily reporting of ticket revenue, attendance, and floor incidents; verify daily transaction reconciliations and escalate discrepancies
In partnership with the Senior Manager, create weekly schedules for all hourly Visitor Services personnel, ensuring coverage that supports the Museum’s high service standards and safe venue operations
Provide timely and effective coaching and feedback to staff, addressing performance concerns in partnership with the Senior Manager and People & Culture
Foster a culture of visitor engagement that drives membership sales and promotes an enhanced membership experience
Coordinate with relevant departments to ensure public spaces are clean, operational, and ready to welcome visitors, communicating concerns and following up on their resolution
Partner closely with Security in responding to medical incidents and emergency events, carrying out Visitor Services responsibilities under established procedures
Identify recurring visitor concerns and operational opportunities, recommend improvements to the Senior Manager, and implement approved changes
Assist in managing and maintaining inventories of department equipment, including radios, POS technology, uniforms, etc.
Stay up to date with industry trends and best practices in visitor services and museum operations

CORE COMPETENCIES

Analytical Rigor: Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision.
Courageous Communication: Intentionally works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible.
Collaborative Excellence: Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders.
Adaptive Resilience: Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.
Building Trust & Relationship Management
Accountable Ownership and clearly shares information and the "why" behind decisions.
Asks for and values the opinions of others. Displays empathy when listening.
Acknowledges when trust has been broken and focuses on rebuilding.
Relates comfortably with people across levels, functions, cultures, and geographies. Identifies interpersonal and group dynamics and reacts effectively.
Accountable Ownership
Takes ownership of outcomes, positive or negative, without blaming others within the team or cross-functionally.
Recognizes when they are not approaching a situation with accountability but instead with a blame mindset.
Takes accountability for assigned tasks and executes on deliverables in a timely manner.
Strategic Alignment & Execution
Contributes to the organization by understanding and aligning actions with the organization's goals, core functions, needs, and values.
Seeks out and incorporates multiple perspectives, experiences, and industry trends to develop a holistic perspective. Operationalizes ideas within the business model.
Displays critical thinking when faced with a challenge by asking probing questions and looking for connections.

PHYSICAL REQUIREMENTS

The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. 

Ability to stand and walk for extended periods, up to 8 hours per shift. 

Ability to move throughout multiple Museum locations, including galleries, theaters, outdoor spaces, and other public areas. 

Ability to maintain an active and visible presence while providing exceptional guest service. 

Ability to work in a high-volume, public-facing environment with large groups of guests, including school groups, tours, special events, and peak attendance periods, while maintaining professionalism, situational awareness, and composure. 

Ability to frequently bend, reach, stoop, kneel, crouch, and climb stairs as needed. 

Ability to occasionally lift, carry, push, and pull items weighing up to 25 pounds, including wheelchairs, stanchions, signage, guest service equipment, and other operational materials. 

Ability to communicate clearly and effectively with guests and colleagues in person, by telephone, and over two-way radio. 

Ability to work both indoors and outdoors in varying environmental conditions. 

Ability to maintain awareness of guest activity and surrounding conditions while monitoring galleries, queues, and public spaces. 

QUALIFICATIONS

3+ years of experience in a supervisory or management role at an organization that modeled a high degree of customer service and sales
Museum experience is not essential, but experience in hospitality, attractions, cultural organizations or admissions-driven institutions preferred
Experience directly managing and motivating large numbers of hourly staff
Experience managing complex staffing schedules for hourly staff
Demonstrated commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging in hiring, staffing, management, training, and leadership practices
Ability to influence and engage direct reports and peers and create a positive work environment
Excellent communication and interpersonal skills
Strong organizational and problem-solving skills
Ability to work independently and as part of a team
Solid strategic planning, organizational and project management skills
Ability to work under pressure and meet deadlines
Experience with POS systems, ticketing software, and retail operations
Ability to work a flexible schedule, including weekends and evenings, as required
Multi-language fluency strongly preferred