Visitor Services Director

Visitor Services Manager

Manages the daily operations of the Visitor Services Department, overseeing the activities of the Visitor Services Representatives and Museum Experience Associates including cleaning the facility. Participates in Museum planning and execution of goals, assists with Museum events and programs, oversees and coordinates rentals and bookings, and actively promotes a positive visitor experience. Assists the Marketing department with website, social media, and other digital information sources, as well as other tasks as assigned.

Qualifications

- High school diploma or equivalent. - Five years of customer service and money handling experience, working with a ticketing system a plus. - Minimum of two years supervisory experience. - Experience working in databases. - Bi-lingual (Spanish) is preferred.

Essential Functions Of The Job

- Manages all aspects of guest experience by overseeing every function of the Visitor Services Division. Ensures that conduct, performance, and service conform to Museum standards and expectation. Makes appropriate adjustments to correct deficiencies in performance of the department or overall guest experience. This includes setting staff schedules; developing and evaluating division operational procedures; training, coaching, and evaluating division staff; and holding staff accountable for their work. - Welcomes and engages with Museum visitors and guides them to accessing the building to get the most out of their visit. Effectively share accurate information on the Museums mission, history, collections, and exhibits. Actively promote events, programs, shows, and memberships. Respond appropriately to visitor questions, comments, and concerns. Negotiates customer complaints to a satisfactory conclusion. - Ensures Lied Theatre system is ready and operating correctly before each show including verifying show schedules and start times are accurate and updated to prevent lost shows or revenue. Oversees the monitoring and evaluating cinematic releases for potential showings in the Theatre. - Hollywood film bookings and scheduling, as well as tracks large format shows for contract compliance. - Coordinates events including working with other staff to plan, develop, and schedule activities; coordinating setup and cleanup for each event; and maintaining a record of the event for future planning. - Works with customers to facilitate building rentals, including communication with guests; conveying information to staff; ensuring staffing requirements are covered; directing set up before and clean up after rental; and working with outside caterers or vendors as needed. - Ensures opening and closing procedures are completed including counting and verifying sales and cash receipts; confirming sufficient coinage is on hand for the next day; completing appropriate reports and records; and ensuring deposit bags are taken to the City Finance Office. - Coordinates membership packages, drives, and promotions with the Marketing Director. - Follows and enforces Hastings Museums policies and procedures to ensure the safety of Museum collections, property, and visitors. Ensures security using observation and surveillance systems. Reports potential incidences of vandalism or theft through appropriate channels.