Visitor Experience Manager

Our client is a well-known museum in Manhattan committed to fostering growth and learning in children and their families by immersing them in a diverse, interactive environment filled with intriguing exhibitions and programs. They are looking to add a Visitor Experience Manager to their team.

Salary/Hourly Rate:

$25/hr – $30/hr

Position Overview:

We are looking for a dynamic Visitor Experience Manager to assist the Director of Operations in managing day-to-day tasks. These involve overseeing the operations in admissions, coat/stroller check, and the gift shop, and acting as a liaison for third-party vendors dealing in coat checks, staffing, and security. The main duties of the Visitor Experience Manager would involve greeting guests, supporting frontline teams, and promoting inter-departmental collaboration. The ideal candidate for the Visitor Experience Manager position will thrive under pressure, enjoy engaging with the public face-to-face, and possess strong professional communication skills. The working schedule is flexible, requiring a 5-day week, including at least one weekend day, with the possible inclusion of major holidays.

Responsibilities of the Visitor Experience Manager:

• Exemplify customer service best practices and manage operational needs via consistent floor presence.
• Manage a team of staff including hiring, task assignment and scheduling, training and development, mentoring, coaching, performance management, and payroll.
• Constantly provide feedback and growth opportunities for the Guest Services team.
• Monitor departmental policies, and procedures to ensure precise operations, cash handling, and reporting.
• Initiate and uphold comprehensive training resources and communication channels to keep the team updated with all policies, updates, and procedures.
• Implement new initiatives as directed by the organization’s leadership.
• Collaborate with the Development department to service members and enhance their experience.
• Additional duties as required.

Qualifications for the Visitor Experience Manager:

• Minimum three years of experience in managing a team, preferably in a customer service setting in a cultural or museum institution.
• Excellent problem-solving, interpersonal, written and verbal communication skills.
• Organized, analytical, and detail-oriented.
• Knowledge of POS/ticketing systems and constituent databases.
• Able to work collaboratively to maintain a spirit of unity, teamwork, and cooperation.
• Weekend availability required.

Education Requirements:

• Bachelor’s degree or equivalent work experience is required.

Benefits:

• Atrium Care Package available, upon eligibility (including healthcare plans, discount programs, and paid time off).