Visitor Services Manager

JOB SUMMARY

The Visitor Services Manager collaborates across the institution to ensure that all visitors to Spiegel Grove have an inviting and dynamic first impression of the site. This position plays an important role in developing relationships with visitors and members, and attracting both new and repeat visitors through close collaboration with the departments of Communications & Marketing and Development. The Visitor Services Manager oversees all front-of-house operations, including supervision of the assistant visitor services manager, reception desk staff, event and tour ticketing, group tours, external facilities rentals, assisting with event and program planning, and the continual enhancement of a museum-wide commitment to a visitor-centered experience that surprises and delights our guests, helping them to “come curious and leave amazed.”

SCHEDULE: Alternates weekends with the Assistant Visitor Services Manager.

RESPONSIBILITIES:

VISITOR EXPERIENCE

Recommend, develop, and implement visitor services initiatives; monitor visitor service trends in the museums and arts/culture industry for applicable improvements at Spiegel Grove.

Oversee the operation of the reception desk and museum store, which includes training and supervising front line staff and working with the assistant visitor services manager to schedule desk staff, store volunteers, and house guides. The desk staff handle daily ticket sales, online ticket sales, special event ticket sales, store sales, and general customer service.

In collaboration with the assistant visitor services manager, oversee the point-of-sale system and the online ticketing system. This includes adding and updating event and admission prices, troubleshooting tech issues, and making suggestions for improvements and efficiency.

Recruit, train, schedule, and mentor reception desk staff and visitor services volunteers.

Manage an active training and communication system for reception desk staff and volunteers to stay informed and updated on current and upcoming exhibitions, programs, and other museum activities.

Lead the daily operations of the reception desk with a focus on excellent customer service. Share public feedback with relevant staff members to resolve issues and recognize staff for work appreciated by the public.

Develop, implement, and maintain procedures for the POS system, currently Harbor Touch, and our online ticketing system, currently Showclix. This includes working with the IT manager and the business manager to ensure terminal set-up, reliability, and security of all data and transactions.

Along with the assistant visitor services manager, serve as the lead contact for the POS and online ticketing systems.

Synchronize with the marketing manager on the launch of event and program tickets.

Inspect and monitor the museums’ facilities and exhibits to ensure that they are in good condition and that visitors are properly served. Report issues to relevant staff, such as the buildings and grounds superintendent or the curator of artifacts.

Work with departments that organize special events and programs to assure the timely and appropriate reception for groups and individuals attending events and programs.

Work with the marketing and membership staff to plan and implement special ticketing and promotions aimed at increasing attendance (includes donation requests, complimentary tickets, discount ticket options, etc.).

Advocate to relevant staff and departments on behalf of visitors with diverse interests, abilities, and needs.

Update information through all communication systems as necessary (website, way finding, floor maps, etc.)

GROUP TOURS

Work collaboratively with internal staff and local CVBs to prospect, recruit, and book group tours. Ensure the site and front line staff are prepared for each group’s visit. Network with internal staff and external tourism industry professionals to assist in the development of creative experiences for group travelers.

Collaborate with the marketing manager in the development of marketing plans for increasing group visitation.

ADMINISTRATION

Oversee visitor data collection efforts. Assemble and analyze admissions data, and prepare and deliver reports to project and track revenue from admissions. Generate a variety of attendance reports for use in grant writing, attendance tracking, marketing, and education.

Drive improvements that will position the museum to expand audience.

With the assistant visitor services manager, prepare and manage department budget, which includes the museum store.

Participate in strategic meetings both within the museum and through local organizations that support audience development.

Participate in efforts and train staff to make the institution increasingly accessible to people with other abilities and to people for whom English is not the primary language.

ESSENTIAL KNOWLEDGE, ABILITIES AND SKILLS

• Ability to exercise composure and diplomacy at all times
• Possess leadership, team-building and motivational skills
• Demonstrate an understanding of sensitivity to the diverse needs of visitors
• Ability to work a flexible schedule, including occasional evenings and holidays, and in critical situations as required
• Punctual and reliable
• Able to work independently without close supervision
• Excel in a collaborative work environment
• Exceptionally well organized
• Resourceful problem solver
• Ability to multi-task and prioritize conflicting needs
• Proficiency in computers, data management and point of sales systems, as well as MS Office (Outlook, Word, Excel and PowerPoint), Canva, web-based applications (the museum uses Google Calendar for staff and public event scheduling), and social media (currently Facebook, Twitter, Instagram)
• Exemplary verbal, written communication and project-management skills

QUALIFICATIONS

A bachelor’s degree in hospitality, tourism, communications, or a related field, plus at least two years of leadership and supervisory experience in the customer service or retail fields; such experience in the arts and culture industry is preferred.

Job Type: Full-time

Pay: $15.00 - $20.00 per hour

Benefits:

• Health insurance
• Life insurance
• Paid time off

Schedule:

• Day shift
• Evenings as needed
• Holidays
• Rotating weekends

Education:

• Associate (Required)

Experience:

• Customer Service: 2 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Preferred)

Ability to Relocate:

• Fremont, OH 43420: Relocate before starting work (Required)

Work Location: In person